From scheduling an interview with candidates to customer engagements, automation is everywhere today. Having marched into almost all workspaces with a transformative impact within every industry and organization, automation is set to nestle in the arena of future technology. Now it’s time to better understand what the year ahead may have in store for this rising technology.
- Given the rise of automation in the workplace and the sheer amount of business processes that can benefit — it’s not surprising that many employees face the possible risk of technology-caused job losses. But in general, the rapid adoption of automation in businesses holds the promise of improving many jobs—ensuring humans work alongside machines most effectively and efficiently. The adoption has started, yet it has not really picked up because a lot of people are watching for productivity gains and efficiency. So, there’s going to be increased focus on driving higher productivity growth, alongside improving the Meantime to Resolution (MTTR).
- While every organization is dealing with bigger workloads, Robotic Process Automation (RPA) is beginning to have a profound effect on businesses by automating mundane and repetitive tasks, alongside reducing operational cost and enhancing productivity. RPA will greatly impact industries like Manufacturing, Healthcare, Financial Services, Healthcare, Retail and more. Besides, RPA developers are going to be in high demand all over the world, as businesses look to streamline their processes.
- Chatbots will be another area of focus, as businesses are finally starting to get value-added services. Bots coupled with RPA can help businesses scale, personalize, and be proactive to resolve any type of customer queries and issues by replicating human interactions —which is an important differentiator. Whilst these chatbots enable a significant level of service and efficiency, humans will need to handle the more complex and difficult enquiries. For example: retail chatbots save an average of 3 to 5 minutes per inquiry compared to traditional call centers, helping businesses achieve greater efficiency and cost reductions. But some level of human intervention will also be needed to bring value-added services to the customers.
- Recent developments in Artificial Intelligence (AI), and Machine Learning (ML) have put companies on the cusp of a new automation age. While much of the focus has been on the learning algorithms and models, the most important issue that makes AI valuable to business is how well the data is managed and being intelligently used. Every industry is looking at monetizing the data that they have, earning different models and engines on the set of data to produce desired results.
- Process automation will be another interesting trend. With the digitization of business processes, automation technologies are getting mainstream in process industries to help optimize resources, increase productivity and efficiency, streamline processes, and drive profits.
- The concept of complete connectivity and automation will continue to transform the automotive industry and change the nature of existing demand. With greater proliferation of autonomous cars and improvements in vehicle connectivity, there is a massive amount of data that is being generated. Gathering as much of this data from the cars and doing a fair amount of analytics to derive valuable insights, not only helps enhance the autonomous driving accuracy and performance, but also develops intelligent autonomy.
- When it comes to automation, data security continues to be the major concern for a lot of companies. Gone are the days when a VPN was used to create a secure connection. Today we have a range of new technologies that address issues of data governance and cybersecurity. However, along with data security also comes new security threats. Organizations need to educate their employees about transferring data that is used in automated business processes over secure channels to ensure that it is not compromised.
As technology, including robots, AI, ML, and other forces change the business workflows, there is a significant need for employees to develop new skills to complement the automation age. Workshops, training, certification courses and other forms of skill development initiatives will get your organization fit for the future.
Ness has experience in envisioning, designing and developing automation solutions using AI/ML, RPA, and Chatbots that have helped companies become leaner, faster, agile and at the same time saving money that can be reinvested into research and development. Ness has resident experts in these areas and practices who can assess existing processes and determine the ROI through automation.