Automation in e-commerce should target routine processes, ensuring efficiency and consistency in standard operations like order processing and payment handling. However, relying on automation for every scenario often leads to system rigidity. For instance, automated systems are effective for processing standard payments rapidly but can misjudge transactions that appear fraudulent due to atypical patterns. This is where human intervention is invaluable—operators can discern genuine exceptions from threats, making nuanced decisions that prevent costly mistakes. Over time, systems without this balance develop cracks, unable to adapt to variability. A well-structured operation includes clear SLAs and ownership, so teams know when and where to intervene, ensuring the operation is resilient against operational decay.