The Importance of Having a Human Layer in the Booking Process

I think automation is a double-edged sword. I think there's a point of diminishing returns when it comes to trying to automate a lot of that sort of conversion mechanism and assignment mechanism. Having a human layer on that is really important. Don't make it confusing for people to fill out forms. The more fields you add, the more likely they are to convert on a high value form.

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