The thinking
The right role.
At the right moment.
AI can reduce effort. People build understanding, exercise judgment, and take responsibility. This framework asks where each contribution matters across a customer relationship.
Four ways to share the work
These are different assignments, not levels of progress. More automation is not always a better outcome.
AI completes a bounded task end to end. People set the limits and remain accountable for exceptions.
AI prepares or drives the work. A person checks it before it reaches the customer.
A person leads. AI helps them prepare, understand the evidence, or complete supporting tasks.
People own the interaction directly. AI stays out of the conversation and its preparation in this framework.
How context changes the answer
A subscription customer deciding whether to renew needs a different approach from a usage-based customer whose consumption is falling. The tool starts with five business models, then uses seven answers to tailor the map and its advice.
A starting point to test
Authored rules assign roles. AI writes the supporting explanation and recommendations. Seven answers do not establish the quality of a team’s systems, data, or customer relationships. Confirm customer goals, data quality, and handoff rules before acting.
The short label “AI drafts” includes AI-led tasks beyond writing. A person reviews the work before it reaches the customer. An AI-owned task still has a human accountable for its limits and exceptions.