When I wrote my last piece on workflow automation , the conversation around technology in human services felt very different. Automation was a helpful tool that we used to streamline tasks, reduce duplication, and reclaim time for the work that truly matters. At that point, AI was still emerging. It was useful, impressive, but not structurally transformative. That landscape has shifted. Quickly. Generative AI (and now agentic AI) has evolved into a practical force that is res