Human touch in tech must balance automation, not replace it.

Automation now underpins many IT and service functions, but organisations are finding that efficiency alone can harm trust and lead to mistakes, including a reported $35,000 cost from an automated Copilot SKU error.

Automation is widely adopted across IT and service teams in the UK and Europe. AI supports service desks, sales workflows, security operations and cloud environments. Many organisations report that faster resolution does not always translate to greater trust. When human judgment is removed, systems can become rigid and fragile. Key points: - Automation is used for chatbots, AI sales sequences and end-to-end security playbooks. - Removing the human layer can produce generic interactions, falling satisfaction scores and misjudged responses. - The article cites a case where an automated Copilot workflow led to a $35,000 cost after a wrong SKU selection without human oversight. - Core human skills cited as still valuable include empathy, contextual understanding and continuity of relationship. Summary: Automation will continue to handle routine tasks such as triage and pattern recognition, while organisations emphasise human roles at decision and closure points. The reported effects include reduced trust and operational risk when automation operates without named ownership or experienced oversight. Undetermined at this time.