When you hear robotics and human connection, it can often bring up thoughts like Ex-Machina or the Bionic man, but we are talking about something else.
There is the opportunity to have robotics and human collaboration work in such a way that enables human connection and improves relationships.
For example, if a customer-facing employee is overloaded with admin tasks and paperwork, they cannot give the best personal service to a customer. Assessing how robotics and AI can take over more menial and repetitive tasks means customer-facing jobs can be done more effectively and, in turn, create a better customer experience overall.
Here we look at three examples where robotics and AI could help.
AI to automate more high-value tasks.
There is already a significant amount of automation within our everyday lives. Still, while it is helpful at the moment, it is often only covering part of a process rather than completing a task for us.
Take email marketing, for example; the system allows you to automate sending emails to potential customers rather than sending them yourself; great! However, because it is not using customer intelligence or market insight, marketing teams already know that a proportion of the contacts will not be interested. As a result, businesses need to filter through to determine which leads are most likely and go back through manually, applying customer intelligence and market insight to those potential customers.
Suppose automation focused less on time-consuming and least productive areas and more on scaling the best of the work being produced. In that case, the value of using AI to complete "human" tasks with better accuracy could enable businesses to scale more easily while harnessing what they do best.
Separating tasks
We already know that we can set AI and bots to do the proportions of jobs for us, but with more data, bots could be used to do more in-depth high-value tasks with great accuracy.
For example, a sales rep may spend hours going through LinkedIn to find contacts in niche industries, discover their key interests and pain points, and create a reach-out sequence. Whereas a bot can do the exact search, select relevant roles from the company, check posts for key interests and validate email addresses if they are considered potential leads.
This type of AI execution could save hours a week, produce qualified contacts and give the sales rep more time to build connections and network with the right people, ultimately increasing sales.
Using "human" data to create indicators for validation could allow businesses to optimise their employee's time by doing high-value tasks with greater depth.
Dedicating time to customers
If you have bots doing much more of the analytical and search tasks for employees, their time can be spent directly interacting with customers. There is still high value in personal interactions and freeing up considerable time by not having human admin tasks.
Improving the customer experience is a key part of any business and its growth. Enabling human time and interaction availability allows you to create stronger relationships.
While it is easier in some ways to let AI and robotics continue to do less important tasks, it seems that it is not buying back the resource and time businesses want from implementing them in the first place. To harness the abilities, companies need to assess what would be truly valuable to their business and allow their employees to spend more time dedicated to customers.
