Rob Sawyer

Our AI employees have names. Peter is an SDR, Kavya sells insurance, Arjun is a loan officer, Priya handles renewals.

We did it because customers found it easier to talk about "Peter's pipeline" than "the lead qualification workflow." Teams started treating the agents like colleagues with a job, which made it easier to define what each one owns.

We hear both extremes. Some teams want AI that only drafts, and a human clicks send on everything. Others want full autonomy.
Where we've landed: let the AI act freely on routine work inside clear rules (book the meeting, update the CRM, send the reminder).
Anything outside the rules, like a non-standard discount or a dispute, waits for a named person. The offer stays unchanged while approval is pending.
It's a middle ground, and we keep adjusting where the line sits for each customer.
Where would you draw it? Which actions would you never let an AI take on its own?
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