Layer 4

L4Adoption Ladder

Where every Function sits today, and what it looks like at each rung.

The ladder

Six rungs from fully manual to terraformed. The shape of the work changes as you climb.

00Manual

2 functions

A person does it, end-to-end. No AI in the loop.

Investigate suspected fraudRun renewal conversation

01Assisted

2 functions

Person drives. AI suggests; person picks. Drafting, summarizing.

Handle dispatch exceptionsOnboard new customer

02Augmented

4 functions

AI does the bulk. Person reviews and edits.

Assign driver to loadDaily route tuningResolve billing disputeForecast weekly cash position

03Supervised-Autonomous

2 functions

Agent acts inside a guardrail. Person approves outliers.

Plan weekly route scheduleAdjudicate claim

04Autonomous

1 function

Agent acts. Person attests at intervals; auto-fallback on drift.

Triage incoming claim

05Terraformed

1 function

The Function itself has been reshaped. The pre-AI version no longer makes sense.

Generate customer invoice

Drill into a Function to see how it's been reshaped — or not.

Function	OrgUnit	Owner	State	Drift
Assign driver to load Choose driver per load, considering geo, hours, customer SLA.	Dispatch	Head of Dispatch	Augmented	—
Handle dispatch exceptions Re-route, reschedule, swap when something goes wrong.	Dispatch	Head of Dispatch	Assisted	Open
Plan weekly route schedule Build the master weekly route plan from forecasted loads.	Route Planning	Head of Route Planning	Supervised-Autonomous	—
Daily route tuning Adjust live routes for traffic, weather, reload events.	Route Planning	Head of Route Planning	Augmented	—
Triage incoming claim Classify, dedupe, attach evidence, route to L1 or L2.	Claims	Head of Claims	Autonomous	—
Adjudicate claim Determine liability and payout amount.	Claims	Head of Claims	Supervised-Autonomous	—
Investigate suspected fraud Deep-dive cases flagged by triage as suspicious.	Claims	Head of Claims	Manual	—
Generate customer invoice Roll up shipments → invoice line items.	Billing	Head of Billing	Terraformed	—
Resolve billing dispute Investigate and fix invoicing errors flagged by customer.	Billing	Head of Billing	Augmented	—
Onboard new customer Configure account, integrations, kickoff.	Customer Success	VP Customer Success	Assisted	—
Run renewal conversation Quarterly review and contract renewal.	Customer Success	VP Customer Success	Manual	—
Forecast weekly cash position Roll up AR/AP into the cash forecast.	Finance	Chief Financial Officer	Augmented	—