Cloudflare's magic email

In a recent blog post about their new Cloudflare OS product, Cloudflare go into detail about how they use it in their organisation.

There is one part of the blog post that stands out (linked above). Whenever their staff came across work they did not want to do, they were told to send an email to a magic email address. This was powered by AI and would solve their problem and get an answer back to them.

In reality the email address was monitored by humans, and the problems that were sent in were used to understand what types of automations would be most beneficial (AI was then used to get the answer back to the user).

This is the real genius behind their approach -> getting a proper understanding of the jobs to be done first hand. Not only that, they were being given jobs that people were unsatisfied with (similar to Outcome Driven Innovation). This meant that the solving of these problems would give a massive boost.

As tools get more advanced some things stay the same - people have jobs they need to get done.