Automation of processes in companies, what to automate?
According to McKinsey’s estimates, the equivalent of over 7,000,000 jobs in companies is occupied by activities that can be successfully automated over the next few years. For this purpose, however, you do not need “technologies of the future”, but the tools available today to support the automation of processes. Which areas in the organization are worth looking at? What solutions should I use? And above all: how to use the potential of employees freed from schematic tasks? Details in the article.
Process automation: what can chatbots and voicebots do for you?
Chatbots and voicebots are conversational systems that are designed to communicate with specific groups of recipients on selected topics. The ability to conduct a fluent conversation is only the tip of the iceberg in the context of the potential they bring to the organization. It is worth thinking about chatbots and voicebots more broadly: as broad tools introducing profound changes in the operation of companies, enterprises and institutions. The most important value is the automation of processes and tasks within them. Most often, the automation of both processes takes place in the areas of: customer service (first line of support), sex chat bots, marketing and sales (e.g. generating leads), debt collection.
Process automation in companies: where to look for improvement areas?
Mass customer service with cost reduction
Until recently, chatbots had a problem to answer customer inquiries fully correctly. Today, a new generation of chatbots supported by machine learning or even machine learning ranking allows you to achieve effectiveness even above 90% soon after implementation. What’s more, bots can provide information about products and services, their prices and even adjust the service or product to the customer based on his individual predispositions. The automation of service processes, which also includes elements of personalization, is becoming more and more common. Chatbot more and more often advises clients on the basis of their previous purchase histories or parameters declared in the conversation.
Generating RFPs is not a simple job, but a trained chatbot or voicebot will do it automatically and repeatedly. A potential customer must clearly and explicitly consent to the processing of his data – this is a basic condition for every marketing activity, including those in which chatbots take over the initiative.
Telephone debt collection and interviews
Soft debt collection, reminders about debt repayment – this is an ideal field of action for the voicebot also in the context of process automation. Even if users are not always willing to talk to voice assistants, the involvement of bots in the “soft” debt collection process increases the profitability of debt collection processes. What it comes from? Well, for many debtors, the mere reminder of the growing interest rates is a sufficient incentive to pay the overdue fee. This group of clients does not have to be contacted by negotiators, gaining more time to service other clients. Recovery bots are usually voicebots. They make outgoing calls, but communicating the amount of debt and repayment date is not their only skill. They can also negotiate! They will accept a new repayment date and will inform you about additional interest. The entire course of the conversation with a summary is later available in the organization’s system. Customer satisfaction surveys and surveys are carried out in a similar way (outgoing calls).
Can employees be more effective thanks to the automation of processes?
As calculated by McKinsey analysts, schematic and repetitive work is equivalent to 49% of working time. At the same time, many companies still lack time to perform activities that require creativity and an unconventional approach. A longer conversation with an important client? Looking for a solution that goes beyond the established patterns? Flexibility, creativity, initiative, commitment and finding oneself in new situations are still typically human features. Released from tedious work, employees will certainly be eager to take on new challenges and complete more complex tasks. And hence the easy way to create new value and build a competitive advantage for your organization.
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