The Future of Service Delivery: Humans, AI & Automation

The Future of Service Delivery: Humans, AI & Automation

An article by Marc, Editor at IoT Business News.

Technological innovation is taking place at breakneck speed. Nowhere is this more evident than public payphones, video stores, and traditional shopping outlets. In just a few years, the world has witnessed a tectonic shift in technological processes. Public payphones, once a staple everywhere is now a rarity that has been relegated to the annals of history. Video stores too were an entertainment staple for eons, before online movie streaming services shut them down.

Even major brand-name retailers like Macy’s, Sears, Best Buy, Target, Kmart, and others have shuttered many of their land-based retail outlets as a result of e-commerce operations. And so it is with many other services and systems like the traditional taxi industry which is now dominated by Uber and Lyft. Nowadays, it’s all about impulse satisfaction, instant gratification, and maximum comfort and convenience. It’s simply untenable to imagine that many land-based retail operations will ever be able to successfully compete with the convenience of personalized e-commerce.

Workplace Automation Driving Transformative Change

The workplace is also changing, and faster than we can imagine. One of the most prominent technological changes driving transformation in the workplace is automation. Deloitte conducted extensive surveys into workplace automation and found that many as 24% of companies are now using automation to perform many routine activities. This number is slated to rise sharply in coming years.

There are many benefits to implementing automation systems like Kryon RPA technology in companies, notably greater efficiency, productivity, and service delivery. Automation systems are capable of performing the work of multiple skilled personnel, and they do so in a fraction of the time. One of the most notable advantages of automation is increased uptime. When workforce assets are working longer and costs are being driven lower, profitability increases alongside productivity.

Another major advantage of automation software is predictive maintenance. The old-school model of ‘repair when broken’ is expensive and unproductive. With intelligent automation, it is possible to use sensors and robotic devices to effectively monitor machinery and determine the apropos maintenance schedule.

This cuts down on the need for on-call service technicians and professionals, allowing for significantly improved efficiency and greatly reduced costs. The shift from reactive service to proactive service is notable. Nowadays, IT technology makes it possible for businesses to fix problems before problems arise. Important information can be relayed, courtesy of automation software and robotics with sensors.

Since automation technology is used for managing, understanding, and analyzing large amounts of data, it has far-reaching implications for the success of a business. McKinsey conducted a study and found that 60% of today’s jobs have multiple tasks that can be automated. Some estimates say this is 3 of every 10 tasks, while others estimate that figure could be as much as 7 of every 10 tasks. Machines can be programmed to perform intelligent operations, given the right algorithm and data inputs.

What to Consider before Implementing Automation Technology into Your Workforce?

For starters, inefficient processes should not be automated if there is no control mechanism to evaluate the systems. In other words, ongoing analysis, observation, and control must take place with automated systems. The human workforce element must also come into play, whether it is monitoring or overriding the automation processes. The automation systems must be able to adapt and adjust to meet business needs.

Contrary to popular opinion, automation cannot replace all human resources. Workers will always be required at key junctures such as prioritizing certain work-related elements, or engaging with internal and external stakeholders. The best approach is a happy medium between the human workforce and AI. Remember that customer satisfaction is the single-most important component of a business’s success.

In the absence of effective customer service, businesses cannot achieve their objectives. Customers are particular about the quality of service they expect, and the attentiveness of support representatives. The presence of real-time communication tools also facilitates a greatly enhanced customer experience with service delivery options. Now, customers can be kept in the loop about the real-time progress of their deliveries, technician callouts, or repair requests. Customers like to follow their individual service delivery activity and AI automation tech is making all of this possible.

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