Claim vs. evidence
- Claim
- “The product is fully autonomous — agents complete workflows without human review.”
- Evidence reviewed
- 60 days of production traces, escalation queue exports, two operations interviews
- Finding
- 31% of agent runs route to a human reviewer, concentrated in the two highest-value workflows.
- Confidence
- High
- Investment impact
- Labour savings in the model overstate realised automation. Adjust the efficiency case and treat review-rate reduction as a value creation milestone rather than a delivered capability.