Key metrics include:
INTAKE & ORCHESTRATION
Key metrics include:
1.
Intake rejection rate
which should decline as the process improves
2.
User renewal rate
which shows whether the product or service still meets a real need
3.
Intake form completion rate
which indicates whether users are completing forms accurately and thoroughly
Looking further ahead, both expect AI’ s role to expand well beyond routing and measurement, though they differ on how far, and how fast.“ Smart systems will have the power to automatically recognise a component or assembly from a bill of materials and determine if a new product or service is required,” says Jonathan.“ AI will have the ability to read engineering diagrams and propose alternative materials and designs, saving the users time and the company money.”
Dmitry is more cautious about how far that autonomy should go. He describes a realistic approach to AI’ s development as agentic systems taking action, orchestrating work and escalating independently, while keeping a human in the loop when judgment is required.
“ Full independence for decisions with any financial or legal significance will be a governance issue. Most businesses won’ t be ready for this anytime soon,” he says.“ The successful approach over the next several years is to have AI do all the preparation and forecasting, with a human taking a decision in under a minute.”
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