Cappelli detailed the findings of a case study that he participated in, published in the Harvard Business Review , on Ricoh, an insurance claims processor: the exact type of low-level administrative work that AI is supposed to automate easily. The reality of adoption, however, was a financial shock. While the company eventually achieved three times the performance, the transition was anything but cheap. The firm spent a year with a team of six, three of whom were expensive outside consultants, just to get t ...