Ideas
Insights on modernization, automation & AI
The $15 Inbox
On paper, sorting a shared inbox of 1,000 emails a month with AI (reading, classifying, routing and drafting replies) costs about $15 a month. The software is cheap; the work is deciding which emails still reach a person.
Read →Automate the Sure Cases, Review the Rest
Let AI act on its own only when its confidence clears a bar you set by what a mistake costs. Everything below the bar goes to a person, and the review queue is where people come to trust the system.
Read →AI Triage
AI in client support pays when it prepares each ticket for a person instead of talking to the customer. The research is done before the agent opens the ticket, and a person sends every reply.
Read →Know What Your Documents Say Before You Ask Them
A chatbot over a disorganized pile of documents answers from whichever file it finds first, stale or not. Give the pile structure first: what you have, how it groups, what contradicts what, and what is out of date.
Read →The Workflow You Already Run
Many daily tasks are already workflows: something arrives, someone reads it, decides and acts. Written down step by step, they show which steps software can run and which need a person.
Read →Your Business Already Has an AI Strategy
The process documents, email templates and decision rules your team already wrote describe work software could do. The hard part of automating it, writing down how the business works, is done.
Read →The Overnight Expert
Your best employee took 18 months to learn the job; an AI system can take in everything written down about it in minutes. That written half is what AI retrieval handles well. The judgment half stays with your people, and the design has to know the difference.
Read →The Knowledge Tax
Every 'hey, quick question' costs two people their focus. The knowledge tax is what a firm pays when answers live in people's heads instead of in a system anyone can ask.
Read →Software That Returns a Decision
A new kind of software service reads an email or a document and returns a decision instead of a stored record. It can take the first pass at the routine calls your staff make all day, if you plan for its price per call, its variable answers and the checks people need before they rely on it.
Read →Permission-Aware AI
An AI that answers from your company documents has to answer each person only from what that person is allowed to see. The filter belongs where the documents are fetched, before the AI reads anything.
Read →Paying Once for the Same Question
An AI system that recognizes a question it has already answered, asked in other words, can reuse the answer instead of paying the model again. The cost per question falls as questions repeat.
Read →Filter Before You Pay for AI
Most of what a business sends to an AI model never needed it. Rules, a small local model and a cache can handle the routine inputs first, so the expensive model sees only the ones that need judgment.
Read →Where AI Should Vary and Where It Must Not
AI output varies from run to run. For calculations, compliance and data extraction that is a defect to engineer out; for client emails and drafts it keeps replies from reading like form letters. Decide task by task.
Read →Ready to modernize what your business runs on?
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