Automation means a task happens on its own once a defined trigger occurs. A signed quote can create a job, a late invoice can prompt a reminder, and a new enquiry can be assigned to the right person. The rules are decided in advance by people, and the software simply follows them every time.
Good automation removes the dull, error-prone work and leaves people with the judgement calls. It works best on processes that are already clear, which is why we map and document a process before automating it. Automating a muddled process only makes the muddle happen faster, so it pays to tidy the steps first.