People make the callsAnything that needs judgment, a relationship or a signature goes to a person.
Bots do the work, virtual agents do the talkingBots handle the routine work in the background. Virtual agents answer and collect information, and always say what they are.
Least accessEach bot gets only the access it needs, and every connection is written down.
Private stays privateSensitive information stays in the systems built to hold it.
Nobody gets replaced by a macroThe goal is fewer evenings at the keyboard, not fewer people.
Start with the process that annoys you most. We’ll take it from there.