Thanks for a great post, Thomas! With the unceasing advancement in technology, automation seemed to have become the best friend of any company in terms of profit growth and service efficiency. It is good for you to point out that in designing these automated tools, it is crucial to put the customer and their pain points to make sure that requirements are properly met. I think a mix of good people, products, process and culture makes an awesome blend.
As Bill Gates would put it, “The first rule of any technology used in a business is that automation applied to an efficient operation will magnify the efficiency. The second is that automation applied to an inefficient operation will magnify the inefficiency.”