Robots and Humans Working Together to Enhance the Customer Experience

Job positions across all industries are undergoing a massive change as artificial intelligence (AI) and machine learning are streamlining processes. From checkout counters to copywriting, robots are poised to enhance […]

Job positions across all industries are undergoing a massive change as artificial intelligence (AI) and machine learning are streamlining processes. From checkout counters to copywriting, robots are poised to enhance a staggering array of services.

The recent challenges our world has faced, from the COVID pandemic to the need to reduce carbon footprints, have opened the door to robots becoming increasingly involved in many aspects of automation and honing the workforce.

According to the WEF, automation could supplant about 85 million jobs in the coming three years. But AI doesn’t have to be a human replacement tactic. The report also says the robot revolution will create 97 million new jobs.  A highly synchronized human/bot workforce offers innumerable benefits to our highly-connected world. 

Robots can enhance human jobs, not take them

A recent report by McKinsey stated that almost 23% of jobs in Europe will be at risk of being replaced by robots in the next decade. While these statistics might be alarming to the workforce, McKinsey also predicts that the nature of work itself will transform. As more mundane and repetitive tasks are assigned to robots, human employees can enjoy jobs that require more creativity, collaboration, and innovation. Feeling actively engaged at work boosts productivity, fulfillment, and happiness.

In addition to the employee experience, AI and chatbots can also improve how consumers interact with brands. Chatbots can help customers get immediate answers to their questions 24/7. In today’s digital world where many of us expect a prompt response, chatbots can deliver immediate replies around the clock. Moreover, chatbots can offer personalized shopping suggestions, help customers resolve a problem without having to contact customer service, and deliver a fantastic experience. Bank of America’s virtual banking assistant, Erica, completed more than 50 million client requests in its first year. Furthermore, clients were able to glean greater insight into their full financial picture, doubling engagements with the solution.

 AI can also boost brand awareness while trimming the bottom line. It’s no wonder that both customers and companies love chatbots!

The human advantage

But while artificial intelligence can cut production time in half and answer tough questions in a heartbeat, it still lacks human ingenuity and real emotion. While many chatbots can be programmed with distinct, and even enjoyable, personalities, humans still need to work alongside robots to foster relationships, build trust, and provide compassionate services to consumers. 

This is why it’s essential that businesses assemble a team of both robots and humans. While AI can provide consumers with fast responses, humans offer the empathetic element that is imperative to retaining long-standing customers.

How a human/bot team can benefit your brand

 Merging the power of AI with the skills of your existing human workforce results in an unstoppable combination. Some benefits of a human/bot crew include:

  • More productivity: Technology can perform tasks at a scale and pace that humans can’t match. By delegating time-consuming and tedious tasks to robots, you can free up more time for your human associates to concentrate on imaginative and cutting-edge business solutions.
  • Better customer service: Chatbots can improve the customer experience by offering swift, personalized interactions between your brand and individual consumers. If a customer needs further assistance, a human customer service employee takes up where the robot left off. For example, as more stores are introducing self-checkout systems, human cashiers are becoming checkout assistants that can address a customer’s concern and troubleshoot the check-out machines.

The workplace of the future: human-machine collaboration

In the modern workplace, humans and machines will work together seamlessly, complimenting each other. Machines can carry out easy yet cumbersome tasks while humans can focus their efforts on fresh solutions.

Collaboration between humans and robots will achieve the best results. Take for example cancer identification. According to a Harvard study, humans can perform diagnostic scans with a 96% accuracy. AI algorithms can do it with a 92% accuracy. When they worked together, they achieved a 99.5% accuracy!

If you’re ready to discover the advantages of adding chatbots to your business solutions, contact Mito today. We can help you find the right ‘bot for the job.