The Automation Quadrant

Here's a high-level visualization I've come up with of the interplay between task complexity, levels of task automation, and the possible resulting combinations of agent and user satisfaction levels.

#1: An easy task that is automated makes the agent happy because they don't have to deal with mundane, mindless tasks (What is my balance? What's the status of my order?).

#2: The user is happy because they can get through their call quickly, without having to wait for an agent. No waiting and the task is completed quickly.

#3: Trying to automate a very complex task probably means getting rid of agents.

#4: Having users go through complex tasks with an automated system rarely makes the user happy.

#5: The agent is unhappy because they are having to deal with mundane, mindless tasks (what is my balance, what's the status of my order). Their job is demoralizing, soul-deadening.

#6: The user is made to wait for an agent to do something that should take just a few seconds. And they get to interact with a demoralized agent.

#7: The agent is being used for complex tasks that cannot be easily automated: a fulfilling job.

#8: The user is glad that a human is helping them through a difficult task.