The dream of "set it and forget it" automation is a powerful one. We all want systems that run themselves while we sleep. But in practice, removing the human element entirely is usually a mistake.
Automated systems are rigid. They follow rules. But the real world is messy and full of exceptions. When an edge case arises—a customer with a unique problem, a data entry that doesn't fit the standard format—fully automated systems break, often silently.
The Role of Human Oversight
This is where the "Human in the Loop" (HITL) concept comes in. Instead of replacing humans, successful automation empowers them. The machine handles the 90% of routine work, presenting the difficult 10% to a human operator for judgment.
This approach combines the speed and consistency of machines with the empathy and adaptability of people. It ensures that when things go wrong (and they will), there is someone there to fix it before it impacts the customer.