Industry Research : Customers No Longer Resent Automation, They Demand It
Like it or not, computer automation is good for business. Contrary to depictions in many sci-fi movies, automation will not result in a startling loss of jobs, in fact, experts predict that in 2018 just 9% of jobs will be lost to automation while 2% will be created for the new "automation economy".
Gone are the days of hesitation and resentment by the general public towards this shift. Instead, as people become more and more accustomed to interacting with customer service automation like kiosks and robots, they’re actually demanding it. People expect fast, personalized responses, the likes of which, only automation can provide. That’s why analysts at Forrester predict "In 2018, automation will go from being a political hot topic to having a genuine and measurable impact on our day-to-day lives."
Automation will permanently change the ways businesses engage with customers. Customer-centered organizations will need to automate as many interactions as possible to reach the demands of today’s instant-gratification expectations.
In many instances, especially in customer service applications, automation works hand in hand with human agents to improve the customer experience and ultimately help service agents succeed at their jobs and improve the customer experience.
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New Research Reveals Employees Are Ready to be Empowered by Automation Technology
6.) Jointly International Inc.