Change how the work runs. Use an agent when the work calls for one.

A transformation here is not a slide deck and an 18-month program. It is a look at how a workflow actually moves, a decision about what should change, and a system in production.

People keep the judgment, the relationship, and the decisions a customer will feel. Software takes the copying, the chasing, and the handoffs that should not wait on a meeting.

Some of that software is an agent. Some of it is the operating system the team should have had. Both stay on call after they are live. Neither is a staffed seat.