STEP 04 — AI LAYER
Where can AI take on the work?
Score each role for automation and augmentation potential, then name what the freed-up time can go to. The three percentages must add up to 100.
Automatable
AI can do this largely on its own, with light human review. This share counts as capacity freed.
AI-augmented
AI speeds it up or improves it; a person still does the core work. Not counted as capacity freed.
Human-core
Judgement, relationships, accountability — AI doesn't really change it.
Chloe Martin — Customer Success Manager
What this role does today
Free quick guess from the wording: roughly 25–55% automatable
Read from 4 of 5 items above: Customer onboarding (medium), Support operations & reporting (high), Customer onboarding (medium), Relationship management (low). A rough guide from the wording alone.
Hannah Weber — Head of Customer Support
What this role does today
Free quick guess from the wording: roughly 20–50% automatable
Read from 3 of 5 items above: Support operations & reporting (high), Team leadership (low), Customer empathy (low). A rough guide from the wording alone.
Ines Costa — Customer Support Specialist
What this role does today
Free quick guess from the wording: roughly 15–45% automatable
Read from 2 of 5 items above: Product knowledge (medium), Written communication (low). A rough guide from the wording alone.
Luca Bianchi — Support Team Lead
What this role does today
Free quick guess from the wording: roughly 0–30% automatable
Read from 1 of 5 items above: Coaching (low). A rough guide from the wording alone.
Omar Haddad — Customer Support Specialist
What this role does today
Free quick guess from the wording: roughly 15–45% automatable
Read from 2 of 5 items above: Product knowledge (medium), Written communication (low). A rough guide from the wording alone.
Pavel Novak — Support Operations Analyst
What this role does today
Free quick guess from the wording: roughly 50–80% automatable
Read from 4 of 5 items above: Support operations & reporting (high), Reporting (high), Excel (high), Process design (medium). A rough guide from the wording alone.