Reserve consequential moments for people: AI may prepare the facts, but a named human must deliver, explain, and answer for the decision
A dismissal notice may have correct severance, working links, and calm wording. If nobody can answer “Why me?” or correct a mistaken fact, accuracy is not enough.
In an August 2026 Gartner survey of 3,566 customers, 87% said human access was essential when companies use generative AI in customer service; half still said AI made interactions easier.
Test one process:
1. Could it materially change a life?
2. Can the person contest it with someone who has authority?
3. Is human presence part of what is owed?
If two answers are yes, AI may prepare. A named human should deliver, listen, and remain reachable.
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