The Case for Automations in an Agent-Obsessed World
Agents are getting all the attention in CS right now, and rightly so, because they have the ability to take your CS motion to a whole new level. But in the rush to adopt them, automations are getting left behind: underused, or applied at random without a real strategy behind them. That's where a lot of teams are going wrong. Automations are still one of the most powerful, least costly tools a CS team has. Done well, they eliminate manual work at scale, make sure nothing falls through the cracks, and free your team to focus on the conversations that actually need a human (like agents, but for different scenarios). This guide breaks down what automations can really do, where they create the most value, how they're different to agents, and how to build them strategically to drive business outcomes.
What you'll learn
What automations actually are, and why they're still one of the highest-leverage, lowest-cost tools in CS
How to take an outcome-first approach to automation, rather than building them blindly
A practical framework for automating around the outcomes that matter: GRR, NRR/upsell, and efficiency
When to use an automation vs. an agent, and how to make them work together
Download the full guide or chat with our team.
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