As someone who has been a product engineer and internal tool engineer I really appreciated that they made the distinction. Some other points to think about. 1.

As someone who has been a product engineer and internal tool engineer I really appreciated that they made the distinction. Some other points to think about. 1.In the first version of the tool don't have the tool make a decision, just have it generate information, not make decisions. So if it is telling you which sales lead to pursue, first have it generate metrics on why you should pursue a lead 2. Once you have a tool that makes decisions always have a way to let a human override the tool's decision 3. Start with a process then add a tool. It's almost always either to work out bugs with people then software