I think with incidents, there isn’t enough automation. There needs to be a balance, but right now it is way too manual. Even simple things like auto-replying is too manual. It would save a lot of man hours. There’s a lot of low-hanging automation that is not happening today that could help.
How much is too much? I think we are far from there. Hopefully in the next decade we'll get there.
Hope this helps!
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