While many forward-thinking business leaders are leveraging artificial intelligence technology in an effort to improve customer experience, it’s the internal customers – the employees – that actually may stand to gain more value from intelligent automation.
According to Gallup, employee engagement has remained stagnant for nearly two decades and the problem could only get worse, particularly for workers who are forced to juggle multiple legacy systems, poorly integrated or underused apps and widening training gaps. Using AI to augment human capabilities can alleviate this burden and generate opportunity for more human interaction.
Forrester VP and Principal Analyst Craig Le Clair recently pointed out the direct correlation between intelligent automation and employee engagement and satisfaction. Le Clair stated: “AI has the potential to connect activity across channels; understand web, social, and phone presence; route calls and resolve issues more accurately; and allow more genuine human interaction time.”
Le Clair continued: “Leading brands will use it to support and incentivize human interaction rather than focusing on capturing efficiency cost savings.”
Robots can be utilized right alongside human workers to perform tasks for which they are far better suited, such as data extraction and analysis and time-consuming, repetitive manual workflows. This frees up human employees to apply their skills and abilities to tasks and processes that benefit from human insight. The happier and more productive your employees are, the more value they can ultimately deliver to your customers.
According to Forrester, here are three specific ways businesses can use intelligent automation to augment human workers, thereby improving employee experience.
Free up human workers to fill in gaps in institutional knowledge
By focusing intelligent automation on supporting employees rather than solely on improving customer care, the rate at which AI will replace jobs can be slowed. In fact, with the right approach, adoption of intelligent automation can pave the way for employees to upskill or expand the scope of their careers.
Engage employees and improve the quality of their work
With intelligent automation eliminating routine, repetitive tasks, more complex and engaging work will be left in its wake. To tackle this work, employees will be challenged to source new information, leverage experience and past learning, and integrate ideas. Organizations that emphasize innovation to help employees achieve their goals see more positive attitudes and improved customer service.
Give employees more confidence
AI technology can free up employees to focus more of their time and energy on using automation to improve their human interactions. For instance, once workers realize that robots aren’t going to take their jobs, they can leverage the technology that’s available to them to perform their jobs better, which boosts confidence and enables workers to tackle more challenging work with poise and tenacity.
The key to all of this is positioning intelligent automation not as something that threatens the livelihood and future success of your employees, but rather something that will ultimately make their work life and career far more enjoyable. As a result, they will perform better, which will have a trickle-down effect, thereby improving the overall experience both for your employees as well as your clientele.
Want to learn more about intelligent automation? Why not take it for a test drive and experience AI for yourself? Click here to schedule your free interactive demo today.