Kill the questions … (Video)
In this 2026 YouTube Short, nate-b-jones contrasts the outdated 2024 AI operational mindset with the modern 2026 paradigm for process automation and customer support.
Key Takeaways
- The 2024 Mindset vs. The 2026 Mindset:
- 2024 Question: “How do we answer these people fast?” (Focusing on reducing response latency for individual incoming tickets using conversational AI).
- 2026 Question: “How do we make sure people don’t have to ask us for this?” (Focusing on end-to-end process elimination so inquiries never occur).
- Mapping the Hidden Workflow:
- AI automation in 2026 requires looking at the entire end-to-end process and identifying all hidden micro-tasks involved in resolution: finding emails, verifying payments, searching Slack, resending invites, writing apologies, and closing tickets.
- Upstream Root-Cause Fixes:
- Rather than accelerating the back-and-forth communication cycle, high-velocity teams analyze the hidden steps to re-engineer systems upstream, directly aligning with root-cause-support-automation and agentic-problem-discovery.