Automation: The Future of Customer Support
People are expensive, demanding and prone to error. But it’s no longer a desire to replace them that is driving automation planning. Leading companies recognize the significance of highly-personal customer experiences and they value the cognitive, reasoning and collaborative abilities of their people. So much so that the aim of automation today is not to find intelligent robots to eliminate people, but to increase the efficiency and effectiveness of workers. Deloitte refers to this as the desire for “intelligent automation”, suggesting that:
“[...] By freeing up a person’s time, employees can now focus on more advanced and engaging tasks, and over time organizations [can] see lower turnover, higher morale, and increased internal innovation.”
Every support organization has routine processes inhibiting scale that warrant automation. By raising the performance bar with technology and reducing methodical, repetitive and rules-oriented steps, companies create scale while improving performance in cases involving intuition, judgement, creativity, persuasion and problem solving.
When automation tools and people genuinely converge, significant performance improvements can be had and leaders can focus on expanding the core of their business – great, affordable service at scale. Collaborative intelligence and complementary roles are hallmarks of automation – and not surprisingly, of great customer experiences too.
In this White Paper you’ll learn:
- Do’s and don’ts of automation
A categorization of the popular offering types to help leaders better understand opportunities
- An outline of fundamental improvement areas created by automation