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People often mix automation and abstraction. In some cases it is interchangeable. In lot of scenarios it is not. In my opinion there is true automation, for exa
by debarshri 5y ago
People often mix automation and abstraction. In some cases it is interchangeable. In lot of scenarios it is not. In my opinion there is true automation, for example automatic bank account creation, automated sales etc and then there is abstraction where you thinking you are automating but in reality you are adding n+1 tools. For instance, automated chatbot is an abstraction of a customer rep, if 90% of inbound ends up with an customer rep.
- sethkim 5y agoI like the idea of "abtracting" a human with automated processes. I think you're right that a semi-automated chatbot is exactly that. The thing to be super careful about in such cases is whether the automated component is purely beneficial, and be rigorous with data to ensure it is.