3 minute read
Posted in Customer Engagement
From self-driving cars to services such as Amazon Alexa, great strides are being made to offer technology to help make our day-to-day lives easier. It’s not a huge leap to consider how software robots might soon be found in the workplace, helping human employees do their jobs.
The World Economic Forum Future of Jobs report1 (January 2016) predicted that developments in artificial intelligence, robotics and other fields would lay the foundation for a “revolution” in how technology could be used to tackle problems.
There was great promise, but also a warning issued about the transformation that entire industries would need to make. Some jobs were expected to grow rapidly, others could be threatened by redundancy—and for others—a new set of skills might be required.
For many, the initial reaction was one of anxiety. Doom and gloom. There was real fear about the possibility of mass unemployment from the inevitable extinction of common jobs.
In the months that have passed, however, a calmer response has emerged around the potential for technology and employees to work together in new ways for even better outcomes. Change is happening quite rapidly. It’s even estimated that as many as 65% of children entering elementary school today will end up working completely new jobs that don’t even exist yet.2
What it means for the work
Work can now be done faster and with fewer errors when automated using Robotic Process Automation. Processes can be executed in high volumes—following organizational policies or industry regulations—without variation.
What it means for employees
As routine, repetitive work is offloaded to software robots, employees can focus on work that requires human decision-making, creativity or empathy and continue to build new skills as jobs evolve and organizations transform. Robots can also make the work that employees do easier. It can speed up portions of their tasks or provide guidance within a process to help them learn how to do certain transactions—or notify them of changes in how they need to be done without requiring continuous training.
If positioned correctly, employees won’t see software robots or automation as a threat, but simply another tool to help how work gets done.
What it means for managers
Managers will oversee a combined human and robotic workforce, leveraging the strengths of each to get more done in a smarter way. As automation software technology gets even better with machine learning and artificial intelligence, managers will need to coach and train their employees to perform higher-skilled functions in response.
What it means for organizations
When work is completed faster—and by automating the work you eliminate the potential for manually introduced errors—the customer experience is better. Improved customer satisfaction results in better retention rates and future potential for upsell and cross-sell.
As employees offload more monotonous tasks and can continue to build their skills to perform more valuable work, they are more engaged—and attrition likely decreases.
Smart use of technology positions the organization for more growth and the ability to adapt to future changes across industries and customer expectations. This idea is backed by a new study that suggests that robotic process automation and robotic labor is adding more value to the economy and may even create more jobs as a result.3
Want to learn more? We’d love to show you what Verint Robotic Process Automation and Process Assistant can do.
1 World Economic Forum: The Future of Jobs Report, January 2016
2 World Economic Forum: The Future of Jobs Report (Executive Summary), January 2016
3 Dishman, Lydia, “Could Robots Actually Create More Jobs?” Fast Company, March 16, 2017. Report referenced in article is “Will post-Brexit Britain hinder a robo-revolution?” from the Centre for Economic and Business Research (CEBR) and Redwood Software.
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