Ways Automation Is Reshaping the Digital Workplace
It is pretty clear and logical that most businesses are turning to automation to boost their productivity and accomplish business goals seamlessly. But what’s less clear here is where and how these firms are using automation in their workplace.
A recent global study analyzed how the IT departments are advancing amid the current pandemic situation to maintain business progression and fulfill their customers’ needs. The results showed that a lot of companies are implementing Artificial Intelligence and Automation to deal with the problems that occurred due to the shutting down of physical workplaces and the emergence of remote work.
Advantages of Digital Workplace Automation
The advantages of automation are crystal clear, well, at least for the IT industry. Reports show that most IT leaders who have employed a good amount of automation in their IT department feel very confident with their abilities to maintain continual operating time and availability even during a health crisis like this.
A strong majority agrees that they have been focusing on automation within their department for the last 2-3 years. Even a bigger majority is expecting this focus to improve in the coming 2-3 years significantly.
One of the major reasons IT leaders have been implementing automation and machine learning is that it helps them and their team to concentrate on more critical tasks and initiatives while providing them with in-depth insights into IT infrastructure performance.
However, the adverse side is that many people fear that as automation starts gaining grip, a lot of jobs will be lost. Although, the majority also believe that if it weren’t for automation, the job losses caused by this Covid-19 pandemic would be far more severe than that.
Plus, it’s not just IT departments who are saying all this. A lot of digital workplace employees are now shifting to automation in order to achieve their performance targets efficiently. Here we are going to discuss the four areas that stand out:
- Customer Conversations
Companies are transforming from trying out to putting into use automation and AI at a pace beyond what anybody could have possibly expected before this pandemic. Giant businesses are progressively utilizing conversational AI to connect with their customers actively. Think about WhatsApp Messenger, Apple Business Chat, Facebook Messenger, and other similar messaging applications, and you’ll get the idea.
According to studies, the volume of automation-powered conversations taking place is growing exponentially, and additionally, the volume of text conversations finished without needing any human resource has trebled!
This pandemic has accelerated these changes as the call centers and stores are closed, and it is believed that a lot of these won’t be resuming to physical operations.
- Customer Support
For organizations that have to accomplish more with less, particularly customer support teams, this health crisis has turned out to be a digital transformation stress test. The demand for automation and AI has expeditiously stimulated as the customer support teams are seeing a rise in demand, which AI-based chatbots can quickly prioritize and resolve. Teams are seeing double the normal demand, and it makes sense that companies are turning to AI-based automation tools because they reduce the pressure on the support teams and deliver striking results.
This allows the team to be more productive and efficient with their work as compared to the traditional systems as now they can handle more complex queries with ease having minimum work at hand. Automating manual tasks and processes saves more time and resources.
- Digital Asset Management
Contextualizing data and building perceptive connections is one of the most exciting possibilities for AI. Automation can take care of the repetitive, routine, or time-consuming tasks allowing the teams to prioritize their time for more contextual tasks.
As of now, some aspects still need human supervision and correction. But over time, with enough data and examples, machine learning can be improvised to the level where it will be able to make more shrewd, meaningful, and perceptive connections and eventually superior predictions. Once this type of AI is developed and made accessible in the market, it would be a real challenge to find a business not utilizing it. Not only will it improve the functionalities but also facilitate ease of use.
- Marketing
AI implementation in the marketing industry is also inevitable as today’s customers are increasingly demanding more personalized interactions with the brand that talks in the best of their interest. One of the biggest advantages that marketers will benefit the most is that AI will enable them to customize communications and offer their c customers a seamless experience in the digital world, which resembles closely to real-world conversations.
Since high-touch customer service becomes too costly, harder to employ, and unavailable as of now amid this crisis, with automation and AI, marketers will be able to develop a look-alike experience for the consumers. Today the customers expect better online experiences, which is exactly what AI and automation will help you accomplish.
The power of AI will let marketers offer tailored and more relevant content to their customers. As a result, they will have plenty of free time to focus on their creativity and implement it on their work. Here are a few aspects where AI can help marketers:
- Identify problems – AI can keep a close eye on all marketing operations and inform the marketers in real-time as soon as they detect a problem, allowing the team to resolve the issue quickly.
- Track campaign performance – AI and automation can watch over your ongoing campaigns and give you performance reports in real-time.
- Optimizing performance – AI can provide marketers with useful insights and suggestions like enhancing emails before sending, suggesting subject lines to boost opening rates, or choosing content tailored to a target demographic.
Conclusion
AI and automation are the future of this world, and well, thanks to this pandemic for accelerating this shift towards digitalization. It has left businesses with no alternative but to adapt in order to survive, and we think that’s somewhat a good thing. As now, with AI and automation, companies will be able to do more with less, which was the opposite case with traditional work patterns. AI can track large amounts of data, provide feedback in real-time, handle routine tasks, and allow teams to invest more time in improving their work standards and whatnot. There are tons of benefits that AI and automation have got to offer for every industry and business.