Purpose of this tool
This Level 2 tool checks whether a shortlisted customer-service issue is genuinely ready for automation. It goes beyond volume and complexity by testing workflow clarity, path concentration, data/API readiness, risk, and ROI confidence.
Core issue-level terms
| Term | Meaning |
|---|
| Issue Volume % | Estimated share of total service volume represented by the issue. |
| Workflow Map Available | Whether a detailed workflow map exists for the issue: Yes / Partial / No. |
| Workflow Confidence | How confident SMEs are that the workflow reflects real operations. |
| Required Data Available | Whether the data required to decide or resolve the issue is available. |
| API Available | Whether systems can be accessed programmatically for status, action, or decision support. |
| Business Rule Clarity | Whether rules are explicit enough to automate safely. |
| Human Judgment Dependency | How much subjective human review is needed. |
Workflow path terms
| Term | Meaning |
|---|
| Path | A possible route from issue intake to end state. |
| SME Probability % | SME-estimated probability that the issue follows that path. All paths for one issue should total 100%. |
| Path Complexity | How complex that specific path is: High / Medium / Low. |
| Automatable | Whether the path can be automated: Yes / Partial / No. |
| Automation Coverage % | Probability-weighted automation potential for the path. |
Derived KPIs
- Automation Coverage Potential %: Sum of Automation Coverage % across all paths for the selected issue.
- Top 3 Path Concentration %: Sum of SME Probability % for the top 3 most common paths.
- Risk Control Score: Derived from regulatory, financial, and customer-harm risk. Lower risk gives a higher score.
- Readiness Score: Composite feasibility score from process, data/API, rules, human judgment, risk, ROI, effort, and path coverage.
Readiness Score = Process × 18% + Data/API × 18% + Rule Clarity × 14% + Human Judgment × 10% + Risk Control × 12% + ROI Confidence × 16% + Implementation Ease × 10% + Automation Coverage × 12%
Recommendation logic
- Automate Now: High readiness, strong coverage, acceptable risk, and data/API availability.
- Automate Dominant Path: Full automation may not be ready, but top paths are concentrated enough to automate first.
- Needs Workflow Mapping: Process is not documented well enough.
- Needs Data/API Readiness: Data or integration gaps block automation.
- Human-led / High Control: Risk or human judgment dependency is too high for safe automation.
Scoring conversion used by the HTML
- Yes = 100, Partial = 55, No = 0.
- High / Medium / Low normally map to 100 / 60 / 25.
- For risk, effort, and human judgment dependency, the score is inverted because lower is better.