Creating IT Capabilities in Workflow Automation with Unstructured Data

Service organizations increasingly seek to automate customer service workflows, yet most customer communications arrive as unstructured data, such as email and chat. Although large language models (LLMs) offer new possibilities for interpreting such data, their non-deterministic behavior creates reliability risks that can undermine automation performance, as error rates as low as 10% can cause automated flows to perform worse than manual ones. This research discusses how firms can build IT capab