Automatable

A task performed by Customer Service Representatives

Review insurance policy terms to determine whether a particular loss is covered by insurance.

Red LightAI can do it · workers don't want it

Technically, much of it, experts rate AI capability 5/5, but workers don't want it automated (desire 2.86/5). It's an Automation Red Light: proceed with care.

Worker desire to automate2.9/5

How much the people who do this task want AI to take it over (avg of 7 workers).

AI capability today5.0/5

How capable experts rate current AI at this task (avg of 2 experts).

How much human involvement should stay?

The Human Agency Scale (H1–H5) captures how much human direction workers think this task should keep.

H4AI assists, but humans lead

Why workers feel the way they do

  • It's repetitive57%
  • Frees up time for higher-value work43%
  • It's stressful43%
  • It's difficult29%
  • Helps handle larger scale29%
  • Reduces human error14%

How to automate this

Doable with technology, but keep a person clearly in charge.

Judgment, review & checks

Automate the checks, keep the decision with a person.

  1. 1Encode rules and checklists so routine cases are flagged automatically.
  2. 2Add validation rules to catch errors before they reach you.
  3. 3Let AI pre-screen and surface the exceptions, you decide the hard ones.

Tools that can help

Validation rulesChecklist / SOP appAI triage

Know a better way, or spot an error?

Share how you automate this in real life, or correct the data. Reviewed before publishing.

This is 1 of 11 tasks studied for Customer Service Representatives, where workers want 27% of tasks automated.

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