The modern market is changing. Customers increasingly expect enterprises to deliver an on-demand service as part of their package. Companies are expected to be awake when their customers are awake, ready when they’re ready and speaking their language – whatever that may be.
That’s because the modern customer values their time. They don’t want to wait, to be put on hold or have to repeat the same process three times with three different representatives: they want information at their fingertips, the moment they need it.
In a world where customer centricity is dominant and immediate – the only acceptable timeframe – the modern enterprise has no choice but to adapt or fall short.
But what about the people behind the product?
How can they – the behind the scenes facilitators of all of this – stretch to such extreme lengths and still fulfil their tasks to the best of their ability?
The simple answer is that they can’t. According to UK Office for National Statistics productivity is flatlining. Demands on the workforce are far surpassing their ability to execute them: people simply cannot do more just because there is more to do. What’s more, is that now not only are our workforces expected to do more in less time, but these responsibilities are increasingly spanning various departments: straining employees’ realm of knowledge and hindering their ability to produce high quality work.
But fear not – help is here!
We’ve listed three ways in which Intelligent Automation could help you get the most from your workforce.
- Keep operations flowing 24 hours a day, 7 days a week
- Avoid human error
In the ever-changing market place, the only way to excel is to be versatile. Businesses need to be able to bend and stretch when needed, allocating resources as and where they’re required to meet demand. Historically, these resources have been people. It’s not uncommon to hear of companies recruiting seasonal workers or having employees move between departments to ensure that requirements are met during busy spells. But is this productive?
People, by nature, are specialised. As hard as we try, we don’t tend to excel in unfamiliar fields, largely hindering our ability to go between roles seamlessly and to execute tasks to a high standard. We also can’t work a 24-hour day and be at the top of our game throughout entire careers: we take breaks, get sick and go on holiday; have a chat in the office and make mistakes – a lot. This, when coupled with a lack of time and pressure, is not the recipe for productivity. Moreover, people are increasingly getting bogged down by essential, yet time consuming administrative tasks: quantity has increasingly got the upper hand to quality, and we don’t think that should be the case.
Unlike teaching human employees, the training of virtual workers across various business functions is conducted only once, and then replicated instantly across a flexible and scalable team of Virtual Workers. These multi-function capable digital employees can be called upon, on demand, to meet the ever-shifting needs and priorities of the business. The virtual workforce allows businesses to allocate their resources as needed, when needed, and where needed, while confidently implementing and efficiently maintaining their own best practices for service delivery excellence. By leaving the administration side of the business to Cognitive AI, human workers can resume responsibility of the tasks they can add meaning to, thereby ensuring a business is excelling both within its quantitative and qualitative domains.
- Omnipresent customer service
- On demand facilitation
The modern customer expects nothing less than exceptional customer service. Examples of businesses succeeding based on their customer centricity are everywhere: take Uber, Netflix and Apple, for example. They offer a standard of service that surpasses that of their competitors, making them all leaders in their respective industries and leaving their rivals in the dust. They do this by offering an always-on service that is accessible virtually anywhere, across various channels. Customers are coming to expect this level of service from all of their providers, and increasingly enterprises are turning to technology to help them deliver on this.
Intelligent Automation and Cognitive AI offer an agile and scalable solution to help companies emulate this standard of customer experience. Virtual workers are capable of communicating across these different systems, through different engagement channels in different languages; contributing to the provision of that always-on interface customers expect. By deploying Virtual Workers to undertake data entry tasks, companies can be assured that customer information is always entered correctly, in a uniformed fashion, across all platforms, and is can be updated immediately. This allows the client to access all of their information when, where and how they wish to. Furthermore, virtual workers have the potential to be on call 24-hours a day and communicate in various languages, meaning that when deployed in front desk and customer service roles, companies are accessible to customers across different time zones while your staff sleep.
Unsure about Intelligent Automation? Start with What is RPA?
- Give your workforce back the freedom to be creative
- Give your workforce back the time to innovate
There has always been a strong correlation between the creativity of a workforce and their success. In a study by Forrester, it was found that 82% of business leaders believe that creativity plays an important role in yielding business results. The ability for a workforce to innovate and create hinges on them having the time to brainstorm new ideas, and the energy to put these into play. With demands on workforces constantly increasing, workers are finding that their time and energy is too often being diverted to manually laborious tasks, significantly hindering their ability to work creatively.
By pairing a Virtual workforce with a human workforce, businesses can ensure that all of the data intensive and repetitive tasks they rely on are executed accurately by Virtual Workers, to be used by human workers with the ability to use and analyse the data. Not only does that mean that data is constantly being updated and produced to the highest standard, but that employees are re-awarded their time and energy to get creative. A match made in heaven? A hybrid workforce harnesses the precision and time effectiveness of robotics and the ingenuity of mankind to form a hyper intelligent, resourceful and versatile pool of workers.
In a nutshell
In order to meet the demands of the modern-day market, businesses need to be operating around the clock: executing tasks in minimal time to the highest standard, as well as providing excellent customer service. The rise of the virtual worker has precipitated a change in the nature of task execution, resulting in a more innovative, more productive workforce that is providing better customer service. The amalgamation of a human and digital workforce is enabling business to shift employees to deal with higher-value assignments, and process larger amounts of work. With employees focused on more qualitative assignments and virtual workers undertaking the administrative chores, a hybrid workforce is a fine-tuned machine that leverages the best of mankind and robotics.