It´s not just about automation
Is it all about Ai and Automation?
As automation technology continues to grow, it's becoming more accessible to everyone. Advances in natural language processing are making AI a part of our daily lives. You can see this with the widespread use of Alexa devices, with Amazon selling a whopping 100 million units. Plus, nearly every household gadget is now available in "smart" versions.
Be cautious. Smart people have always known that technology can solve problems but also create new ones. To make the most of AI and automation, we need to understand their strengths and weaknesses.
When Automation Falters
You don't have to dive into science fiction to see how automation can go wrong. Think about those customer service chatbots that often can't understand or assist customers properly. While they're meant to save money, they can sometimes make customers feel frustrated and ignored.
This scenario is one illustration of how automation can fall short of its intended benefits. Another instance can be found in the financial industry, where algorithmic trading programs sometimes make decisions driven by market data without considering broader economic factors. While this approach may optimize short-term gains, it can contribute to market instability and crashes.
These examples underscore the importance of thoughtful and responsible automation. It's not enough for automation to exist; it must be designed and implemented with a deep understanding of its potential implications to ensure it enhances, rather than hinders, our experiences and operations.
Charting the Course for Superior Automation:
My intent is not to dissuade individuals from embracing automation but rather to emphasize that it does not equate to improvement.
For companies seeking to harness automation, a strategic approach is essential. The focus should be on identifying the right applications, those that deliver value to both the organization and its end-users. If you are contemplating the implementation of AI and automation, I offer the following best practices to ensure that these technologies enhance, rather than hinder, your operations.
User-Centric Design
When using customer-facing technology, address real customer problems. Otherwise, it might create more problems than it solves.
Precision Over Volume
Whether it's chatbots, RPA bots, or automated mailers, ensure that the data feeding these systems includes comprehensive customer histories to prevent repetitive communications. Departments should collaborate and share data to avoid inundating potential customers.
Customized Solutions
Avoid 'out-of-the-box' solutions. Even when working with third-party vendors, choose staff members who have apposes deep understanding of algorithms, training sets, and metrics used in the automation process. Fine-tune tools to align with your organization's unique requirements.
Prove the Business Case
Evaluating the benefits of AI and automation can be complex. While they can cut costs in one area, they might lead to higher spending elsewhere. It's crucial to assess the long-term advantages, like time saved by employees, improvements in output quality, and potential infrastructure expenses.
The future will be full of automation, but it won't be without challenges. Some organizations will thrive because of automation, while others might struggle. Success often depends on being practical. Instead of seeing automation as a cure-all, companies should view it as a powerful tool that can make a significant impact if used wisely.
