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In response to rising demand, companies are doubling their hiring to drive innovation, improve customer service, and automate day-to-day operations so employees can focus on more strategic tasks.

International Data Corp. Predict Global spending on AI will double over the next four years to reach $ 110 billion by 2024.Meanwhile, Gartner expect By 2023, the organization will be able to perform 25% more tasks autonomously.

In addition to our customers, we are in the early stages of realizing the full potential of automation and the way AI can unleash the magic of happier and more fulfilling employees. Despite the need for speed and productivity, humans are always at the forefront when it comes to automation. After all, there are some things you can’t do with a computer, such as delighting your customers or building meaningful relationships. Automation frees employees from the repetitive task of cramping and instead improves efficiency, insights, and skill sets.

What is Intelligent Automation?

Automation itself has been around for decades. For years, programmers have used business rules to direct the system what to do, reducing the need for human intervention and error. AI, on the other hand, uses algorithms to simulate how the human brain works by performing amazing feats of pattern recognition on a large scale. Its use is expanding as AI tools become more ubiquitous and affordable and can solve certain business problems.

Automation and AI come together like peanut butter and chocolate. This is evidenced by the fact that non-automated AI is meaningless because it needs to tie insights into action to see value. AI accurately interprets what customers need, and automation is based on those insights. Together, this pair of innovative technologies can solve many problems that neither can tackle on their own.

Today, we continue to see the true need for intelligent automation. But what does it really look like? Here are some examples of this innovative duo.

When a pandemic occurs Sun basket The volume of cases suddenly surged by 50% and customer service needed to be adapted quickly. The company used AI-powered chatbots to manage the influx of customer requests, allowing customers to track orders and packages, report issues, and get credit and refunds. Second, if the customer needed additional support from the agent, the chatbot could create an agent follow-up action using the engagement method the customer wanted.

Another example can be found at institutions that process unemployment insurance claims in many states. We also turned to chatbots that used AI to manage billing spikes during the pandemic. With the proliferation of applications throughout 2020, unemployed offices can only meet the urgent needs of their members by adopting intelligent automation capabilities.For example, the New Mexico Department of Labor Solutions Chatbot called Olivia Support a team of customer service agents. Olivia manages about 100,000 interactions to quickly answer common unemployment questions.

AI-powered recommendations are also examples of insights leading to actions that can help you be more productive. For example, IT departments are now supporting more and more remote employees. AI-powered recommendations are applied to support tickets (that is, new device requests) to efficiently analyze historical data to predict the type of device to deploy based on user parameters and needs. Then, by using an automated workflow, items are shipped quickly and the system inventory is updated at the same time.

At the same time, intelligent automation enables employees to do their best to make decisions and build relationships.

The competitive advantage of intelligent automation

Every day I talk to companies that are under pressure to do more with less effort. They can’t hire more people to gain a competitive advantage.

For example, consider sales.these days Sales status report 76% of sales teams using AI say that technology has increased in value since the pandemic, but high-performing companies are adopting AI almost three times as often as low-performing companies. This is a great example of a human being using intelligent automation.

While humans can manage relationships on their own, AI is great at synthesizing a lot of information and extracting relevant insights.

More specifically Einstein call coaching The sales team can see the insights, key moments, and trends displayed in the conversation data to understand what’s happening on the customer’s phone call. Creating workflows that automatically integrate these insights into actions saves sales reps time, makes better decisions, and is set up to use their skills more effectively.

Similarly, customer service agents have the unique ability to empathize with and build trust with their customers. By introducing automation at the beginning of the interaction, chatbots can handle time-consuming routine requests such as address updates and password resets. This allows agents to focus on more complex cases. By integrating intelligence into the employee experience, customer service agents can see relevant subordinate actions in real time, such as delivering rebates based on the customer’s lifetime value. Agents can then focus on customer engagement and creative problem solving.

How to get started with intelligent automation

Automation does not have to be intimidating. For those new to AI, automation, or a combination of the two, here are some tips.

  • Start small, but let’s get started now. Identify the daily tasks and processes that your employees are doing many times. You’re probably sending certain types of emails or copying information between systems. Early pilots, even minor tasks, can generate rapid wins and momentum that become more complex over time.
  • Choose a tool that is easy to use. Training manuals are not always necessary, as good automation and AI software are intuitively designed. Whether it’s for the customer or the backend, the tool must be seamless and simple (for example, a drag-and-drop low-code tool). For more complex processes, you may need a digital training platform to help your employees learn and get the most out of their technology.
  • Standardize automation with an integrated platform. When you’re ready to level up, adopt a low-code development platform to help people across your company solve big and small problems seamlessly.
  • Think broadly. AI and automation bring benefits to different areas of business. Human resources executives can invest in tools that improve workflows and improve employee satisfaction and retention. Alternatively, CIOs can accelerate the process by enabling rule-based automation and implementing a standard platform that integrates between company systems.
  • Measure success through KPIs that are important to you. When assessing the impact of intelligent automation initiatives, keep track of the metrics your company evaluates. It can increase productivity, increase revenue, or save time. Or perhaps customer and employee satisfaction.

Whether you’re jumping from one meeting to the next, or crashing your child’s Zoom classroom presentation between meetings, we’ve been busy lately. No matter how advanced technology is, we humans are still good at creative problem solving and dealing with unforeseen circumstances. Intelligent automation is suitable for handling repetitive and time-consuming tasks that we usually don’t like.

Now is the time to invest in customer relationships while empowering your employees and increasing workplace satisfaction. After all, we were all able to use our own personal assistant working behind the scenes.

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