Auto-human partnerships: A match made in Heaven

By Suman Reddy – Managing director, Pega India | Tuesday, 16 June 2020, 12:59 IST

Futuristic technologies like artificial intelligence, blockchain, automation, and IoT are becoming increasingly relevant and in many cases matching or surpassing human capabilities.

In such an environment, companies need to ensure that an ecosystem is built where these technologies aided by empathy collaborate with human intuition to deliver better results. As technology evolves, our roles must also evolve, and so we must be thoughtful about how we work together with our machines in this interconnected ecosystem.

Here are a few ways how artificial intelligence (AI) and other emerging automation technologies can shape this ecosystem:

Workers embrace modern technology

Contrary to Hollywood hype and AI doomsayers, employees do not believe that these ultra-intelligent machines will ultimately replace them. On the contrary, they are embracing them. In fact, they expect the “future of workforce” to be a combination of humans and intelligent machines. In fact, a global Pega and Marketforce survey, reports that 69 percent of the executives surveyed expect the term “workforce” to be defined as including human employees and intelligent machines. This willingness to adapt to the evolution of workplace and work is not just a welcome sign for organizations but also a motivation to optimize the AI, automation, and human ecosystem for the best of both worlds.

AI will support human agents, not replace them

AI and automation technologies will primarily play a supporting role with customers. Executives believe that AI and automation will improve the customer experience and feel that these systems will be deployed to help agents with regular tasks and with increasing processing power, systemic data collection, and rich analytics, AI is evolving rapidly. Many expect even more applications to emerge that find meaningful insights of the customers, anticipate their needs, and suggest the next-best actions for customer service agents.

Architect outstanding customer experience with AI and automation

Leveraging these technologies will not only allow staff to focus on more complex, high-value functions but will also facilitate better collaboration between teams ultimately resulting in better customer service.

However, business people do not see these technologies as a threat, but as an opportunity to make quantum leaps in efficiency and effectiveness – a win-win for them and their customers. For example, software robots fetch essential data from external systems and partners automate integrations which leads to a faster resolution. And, AI systems, alongside, surface timely customer information and help agents provide fast and accurate service.

Companies (and their customers) will experience transformative results

The auto-human partnership, when properly streamlined, offers various benefits to the customer experience that involves speed, accuracy, seamless integrations, optimal decision making, and intelligent guidance. This results in one primary goal – serving and thrilling customers with exciting experience by marrying machines with people into one system. As these ecosystems are anticipated and welcomed by workers, we should feel more confident that incorporating more AI and automation technologies (carefully blended with human involvement) will produce unprecedented levels of customer satisfaction. That’s a goal worth shooting for.

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