by Oded Karev, General Manager of NICE Advanced Process Automation Solutions
As markets grow in technological sophistication, with consumers seeking a greater integration of cognitive technology into their everyday lives, the same is true for new-generation employees within organisations. Just as consumers are accessing AI and cognitive technology from their pockets, employees are seeking to use smart technology in their day-to-day tasks.
Many organisations, however, are struggling to keep up with the rapidly evolving technology landscape. This has created a gap between the rate at which new technology becomes available in the market and the ability of these organisations to successfully integrate smart technology while also aligning it to the human workforce. Typically, AI and cognitive technology solutions, such as chatbots, take the end-customer’s needs into account first. This has created a profound opportunity for organisations to redirect similar cognitive tools to support the needs of employees.
Desktop automation technology is fully designed with the employee in mind, and has the potential to solve many pressing issues within organisations today. For one, it offers employees real-time guidance and support, enabling human workers to more easily achieve their KPIs and performance goals. This real-time guidance can also be channelled into the onboarding of new staff as well as providing on-the-job training. Fully digitising organisational training, with real-time responsiveness, not only significantly reduces operational costs but also provides employees with intelligent, interactive technology to interface with.
In order to reap the full value of desktop automation technology, and to enhance employee performance while supporting the digital transformation needs of organisations, the following capabilities should be present:
• Fully interactive and responsive, robotic desktop assistants should be available to respond to employee requests or questions around the clock, whether activated by voice or text. What’s more, the capability of a desktop robot to monitor employee desktop actions (by way of mouse clicks and keyboard strokes) and to show up at the most optimal time to offer assistance and automate mundane tasks on behalf of the employee, is one of the most valuable capabilities.
• The ability to execute specific tasks automatically, such as conducting a background search, verifying the accuracy of various data sets, performing calculations and summarising critical data from multiple different enterprise applications.
• Prompting the employee to remain compliant at all times, by displaying relevant disclaimer scripts or perhaps activating or deactivating call recordings at an appropriate point during a customer interaction. These capabilities ensure employee adherence to the compliant process path.
• Upselling and cross-selling support by providing the employee with relevant customer data and sales scripts, at just the right time during a live customer interaction.
All of these combined capabilities enable the employee to support the broader customer-experience goals of the organisation by way of more accurate and efficient execution of tasks, coupled with more connected interpersonal communication.
As enterprises start to successfully adopt robotic automation and digital assistant technology, we will begin to experience the first wave of attaining unprecedented levels of business efficiencies and human potential.