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AI and Robotic Automation: A Customer Service Success Story


Presented By: NICE

By Oded Karev, VP, Head of Advanced Process Automation at NICE 

Since the inception of the steam engine in the 18th century, the human-machine relationship has become a fundamental component of the workplace. Following the steam engine came early robotics, information technology and now Artificial Intelligence (AI) and Robotic Process Automation (RPA). As we look toward the future of work, the integration of technology is only expected to grow. Earlier this year, IDC forecasted that revenues for cognitive and artificial intelligence systems will total $12.5 billion in 2017, growing more than 50 percent through 2020 when the market will exceed $46 billion. Overall, AI and RPA are enhancing today’s workplace, allowing companies and their employees to be more productive as we move toward the workplace of tomorrow.

Workplace Optimization

Robotic automation is essential for optimizing internal business processes, as robots can more efficiently handle administrative and back-office tasks that are tedious and time-consuming for humans. In addition to saving time, intelligent solutions can also cut costs to the enterprise: According to Juniper Research, chatbots will enable cost savings of more than $8 billion annually by 2022, up from $20 million in 2017. Allowing AI and automated technologies to handle repetitive tasks frees up the employee’s time to work on more complex tasks, thus increasing overall job satisfaction.

Taking Customer Relationships to the Next Level

Today’s customers expect real-time, personalized service and are turning towards brands that can meet those demands. AI has been crucial in augmenting the customer agent, especially when it comes to providing real-time feedback to inform the direction of customer conversations. Chatbots are also aiding in this improved service model, giving customers a platform through which they can reach companies 24/7. This is especially valuable for financial companies, where bots are able to notify customers of attempted fraud before taking further action based on the customer’s response.

Alleviating Costly Human Error

No matter the level of expertise of your employees, they are still prone to human error. Humans typically make 10 mistakes during a 100-step process, whereas robots are 100 percent accurate. By automating some of these error-prone tasks, companies can rest assured that they are remaining compliant. With new regulations on the horizon for 2018, such as the General Data Protection Regulation (GDPR), it will be even more crucial to have AI and automation solutions in place to reduce human error.  

Boosting Employee Engagement

One of the most important, effective methods of employee retention is providing them engaging and meaningful work. Millennials and entry-level workers report higher levels of boredom and are more likely to leave their companies if they don’t feel as though they are performing meaningful tasks. AI and RPA could be the key to keeping them engaged. According to PWC, 34 percent of businesses feel that automating repetitive tasks allows employees to focus more on deep thinking and creating, which ultimately helps to retain and attract talent.

The human-machine relationship has existed for ages, but AI and RPA will take that trend to even greater heights in the coming years. With 85% of total customer interactions expected to be managed by AI by 2020, businesses run the risk of being left behind if they don’t integrate AI and RPA into their workplace now.