I'm starting to become pretty fond of Bruce. Actually, I've had a bit of an epiphany: an AI assistant like Bruce isn't just about auto-responding to tickets in an entirely autonomous manner; it's also pretty awesome at responding with just a little bit of human assistance. Charlotte and I both replied to some tickets today that were way too specific for Bruce to ever do on his own, but by feeding ...
This reflection on AI-human collaboration reveals a broader pattern in how we conceptualize the role of AI in workflows. The strongest version of this narrative is that AI like Bruce isn’t a replacement for human judgment but a force multiplier—excelling when paired with targeted human input. This aligns with a growing recognition in automation discourse: the most effective systems often blend autonomy with oversight, rather than pursuing full replacement.
However, the narrative also subtly rein...