A team automated the first pass on incoming requests. Volume through the first pass looked wonderful. What landed on the senior people got stranger. The easy cases were gone. Every remaining case was an exception, a contradiction, or a customer who had already been told something slightly wrong. The seniors were drowning, and the dashboard said the system was a success.
Nobody had designed the second job.
name what is left
Before you celebrate the automated slice, write the job that remains. Who does it. How a case arrives. What they need in order to judge it without redoing the first pass from scratch. How they send it back if the first pass was wrong.
If the remainder is harder than the original job, you have not saved labor. You have concentrated the difficulty and removed the easy reps people used to learn on.
The work that is left is the product. Design it on purpose.
do not make them reconstruct the case
The person handling the exception should see what the model used, what it assumed, and what the customer was already told. Dropping them into a raw record and a cheerful summary is how a five-minute judgment becomes a thirty-minute investigation.
Staff for that job. Measure it. If you only measure the automated half, you will optimize the half that was never the hard part.