How automation is
shaping the workplace of the future
shaping the workplace of the future
Darren Rushworth,
President APAC, NICE Ltd
President APAC, NICE Ltd
It is inevitable that
robots will become our co-workers. Any repetitive task that requires accuracy
and speed, but little judgment, would be better performed by a robot. When
humans are made to perform manual, mundane processes repeatedly, it can cause frustration
over time and be error prone. Given the tight labour market for good talent[1], it simply is not a
good use of precious resources either.
robots will become our co-workers. Any repetitive task that requires accuracy
and speed, but little judgment, would be better performed by a robot. When
humans are made to perform manual, mundane processes repeatedly, it can cause frustration
over time and be error prone. Given the tight labour market for good talent[1], it simply is not a
good use of precious resources either.
The solution is called
Robotic Process Automation (RPA) and it’s here in Asia today. Through RPA, Asian
businesses can automate many
repetitive processes, in both front and back offices, and improve efficiencies
and effectiveness to become more competitive in today’s digital landscape.
Robotic Process Automation (RPA) and it’s here in Asia today. Through RPA, Asian
businesses can automate many
repetitive processes, in both front and back offices, and improve efficiencies
and effectiveness to become more competitive in today’s digital landscape.
While IDC expects 40
percent of digital transformation initiatives in Asia Pacific to be supported
by Artificial Intelligence (AI) capabilities by 2020, only 12 percent of Chief
Information Officers (CIOs) in the region believe that AI will have a positive
impact on their businesses in the next five years.[2]
percent of digital transformation initiatives in Asia Pacific to be supported
by Artificial Intelligence (AI) capabilities by 2020, only 12 percent of Chief
Information Officers (CIOs) in the region believe that AI will have a positive
impact on their businesses in the next five years.[2]
It is not uncommon for
CIOs who are saddled with shrinking budgets and increasing demands from business
users to be sceptical about yet another new technology. What
they want to know is how the technology will work, if it will really deliver on
the hype, and what’s the Return on Investment (ROI)? Here are the answers to
these questions:
CIOs who are saddled with shrinking budgets and increasing demands from business
users to be sceptical about yet another new technology. What
they want to know is how the technology will work, if it will really deliver on
the hype, and what’s the Return on Investment (ROI)? Here are the answers to
these questions:
Happier
customers, better business
customers, better business
Customer satisfaction
is all about giving the customer what they want, when they want it. All industries today
are under immense pressure of providing the ultimate customer experience in a
consumer-centric world, while keeping costs as low as possible.
is all about giving the customer what they want, when they want it. All industries today
are under immense pressure of providing the ultimate customer experience in a
consumer-centric world, while keeping costs as low as possible.
By replacing lengthy manual tasks with faster,
automated processes, Asian organisations, across industries, can now look
forward to higher customer satisfaction and cost savings.
automated processes, Asian organisations, across industries, can now look
forward to higher customer satisfaction and cost savings.
In fact, we saw a financial services organisation
reduce its average call-handling time by 82 percent through automating the
entire customer alert process. With RPA taking over this routine, yet critical
job, the human call centre agents are now able to focus on more value-added
tasks such as fraud investigation and customer service. The organisation is now
handling more than 8,000 alerts each month, with 99 percent accuracy, and
ensuring satisfaction throughout the entire customer journey[3].
reduce its average call-handling time by 82 percent through automating the
entire customer alert process. With RPA taking over this routine, yet critical
job, the human call centre agents are now able to focus on more value-added
tasks such as fraud investigation and customer service. The organisation is now
handling more than 8,000 alerts each month, with 99 percent accuracy, and
ensuring satisfaction throughout the entire customer journey[3].
Applicable across
industries, we also saw a retail company eliminate 100 percent of order entry
errors by adopting RPA to facilitate delivery requests and customer follow-ups.
This resulted in improved accuracy for the business, a growing base of loyal, happy
customers, and increased revenue growth over the years3.
industries, we also saw a retail company eliminate 100 percent of order entry
errors by adopting RPA to facilitate delivery requests and customer follow-ups.
This resulted in improved accuracy for the business, a growing base of loyal, happy
customers, and increased revenue growth over the years3.
RPA,
the most reliable co-worker
the most reliable co-worker
“Robots
are taking away our jobs.” This is a real fear of many employees today[4], but the truth is
that RPA works best by working hand-in-hand with humans, not by replacing us.
While RPA can act as a standalone tool for automated processes, it can also
assist human employees in performing tasks quickly and more accurately. By
relieving employees of repetitive, menial tasks, they can then be assigned to
more strategic work and given opportunities to take up new skills to stay
relevant and competitive.
are taking away our jobs.” This is a real fear of many employees today[4], but the truth is
that RPA works best by working hand-in-hand with humans, not by replacing us.
While RPA can act as a standalone tool for automated processes, it can also
assist human employees in performing tasks quickly and more accurately. By
relieving employees of repetitive, menial tasks, they can then be assigned to
more strategic work and given opportunities to take up new skills to stay
relevant and competitive.
According to industry analysts, RPA is
enabling enterprises to execute business processes five to ten times faster,
with an average of 37 percent fewer resources. These productivity gains are not
resulting in job losses, but are enabling companies to re-deploy employees to
handle higher-value tasks and a greater volume of work[5].
enabling enterprises to execute business processes five to ten times faster,
with an average of 37 percent fewer resources. These productivity gains are not
resulting in job losses, but are enabling companies to re-deploy employees to
handle higher-value tasks and a greater volume of work[5].
For example, when a transportation company
implemented RPA for its package re-delivery scheduling, the contact centre
agents were freed from routine processes and high-stress tasks, enabling them
to be more proactive and productive in their relationships with customers3.
implemented RPA for its package re-delivery scheduling, the contact centre
agents were freed from routine processes and high-stress tasks, enabling them
to be more proactive and productive in their relationships with customers3.
Killing
two birds with one stone, RPA enables companies to improve customer service,
while increasing employee satisfactions levels. Automation has been around for many years and
RPA simply takes it one step further, by bringing it from the factory floor
into offices, contact centres, risk management functions, and more. When the
upside is happier customers, happier employees, improved productivity, and revenue
growth, there’s no reason not to get started today.
two birds with one stone, RPA enables companies to improve customer service,
while increasing employee satisfactions levels. Automation has been around for many years and
RPA simply takes it one step further, by bringing it from the factory floor
into offices, contact centres, risk management functions, and more. When the
upside is happier customers, happier employees, improved productivity, and revenue
growth, there’s no reason not to get started today.
###
[2] IDC FutureScape: Worldwide IT Industry 2017 Predictions, IDC, November 2016
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