Spot on.
I was an early eng and first VP of Product at Flexport. Global logistics is inherently complicated and involves coordinating many disparate parties. To complete any step in the workflow, you're generally taking in input data from a bunch of different companies, each of which have varying formats and quality of data. A very challenging context if your goal is process automation.
The only way to make progress was exactly the way you described. At each step of the workflow, you need to design at least 2 potential resolution pathways:
1. Automated
2. Manual
For the manual case, you have to actually build the interfaces for an operator to do the manual work and encode the results of their work as either:
1. Input into the automated step
2. Or, in the same format as the output of the automated case
In either case, this is precisely aligned with your "reuinifying divergent paths" framing.
In the automated case, you actually may wind up with N different automation pathways for each workflow step. For an example at Flexport: if we needed to ingest some information from an ocean carrier, we often had to build custom processors for each of the big carriers. And if the volume with a given trading partner didn't justify that investment, then it went to the manual case.
From the software engineering framing, it's not that different from building a micro-services architecture. You encapsulate complexity and expose standard inputs and outputs. This avoids creating an incomprehensible mess and also allows the work to be subdivided for individual teams to solve.
All that said – doing this in practice at a scaling organization is tough. The micro-services framing is hard to explain to people who haven't internalized the message.
But yeah, 100% automation is a wild-goose chase. Maybe you eventually get it, maybe not. But you have to start with the assumption that you won't or you never will.