We are big fans of low-touch, no-touch, and automated processing. Focus on automating two areas: administrative tasks in the interactive process and positive outcomes. Assess your interactive process for areas of repetition and the answer may become clear. Look for opportunities to utilize forms to capture self-serve request information; or, look to streamline the approval of low-cost or frequently accommodated scenarios. This will free up valuable people resources who can focus on the moments of truth – counseling employees or managers through complex requests or investigating an unusual accommodation request.