Traditional automation
Automation follows fixed rules you define. For example: when someone fills out a form, add them to a spreadsheet and send a confirmation email. It's reliable and predictable because it does exactly the same thing every time.
AI
AI handles tasks that involve language, judgment, or variation. It can write a personalized reply, summarize a long email, or categorize messages based on their content. It's flexible but less predictable, so its output needs review.
How they work together
Many powerful workflows combine both. For example:
- A form submission triggers an automation
- AI drafts a personalized reply based on the customer's message
- The draft is saved for a staff member to review and send
- Automation logs the interaction in your CRM
When to use automation alone
Use simple automation for tasks with clear rules, such as reminders, data transfers, and notifications. These don't need AI and are more reliable without it.
When to add AI
Add AI when tasks involve writing, understanding text, or making sense of unstructured information.
Keep humans involved
For customer-facing messages and important decisions, include a review step, especially when AI is involved.
Start with one workflow
Choose one repetitive process and map out which steps could be automated and which could use AI. Build it, test it, and improve it over time.
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