Tuesday, July 14, 2020
CX Tech

Autonomous Tech for Customer Experience: What Does It Mean?

Ritika Puri
February 06, 2020

3 minute read

Imagine what the business world would look like if customer support ran on autopilot. What comes to mind?

If you’re in a finance role, you may envision a reduction in operational overhead. If you run a call center, you may be worried about the future of your team’s jobs. When you wear your consumer hat, you may wonder if you’ll be spending more time interacting with recorded messages than humans who can problem-solve.

But reality is far different from this piecemeal perspective. Autonomous technology introduces the ability to create an integrated, whole-human customer experience. What robots bring to the table is the ability to free up cognitive overhead, to help humans become more creative in their roles. With reductions in cost and diminished needs for call centers, for instance, businesses can invest more resources to building out new product lines—and upskilling employees, around the way. The jobs of the future may not exist today because customer experience technologies are still nascent, as organizations understand what, exactly, the role of artificial intelligence will be in a holistic technology infrastructure.

The right first step is for organizations to take a step back, to understand the value of what robots can bring to businesses—and how that value aligns with positive outcomes for the health of the global population.

Let’s start with the numbers

Oracle recently conducted a study to better understand the upsides of autonomous technology within organizations. The research method of choice was a survey among IT decision-makers—individuals, behind the scenes, who see ideas becoming reality at an infrastructural level. Decision-makers in this report identified the following benefits of the artificial intelligence behind self-driving cars and self-guided software:

  • Reducing errors and accidents (68%)
  • Freeing up people from mundane tasks (50%)
  • Saving companies money (49%)
  • Create jobs (36%)
  • Saving consumers money (45%)

The story connecting the stats

A strong narrative around autonomous technology is that it helps humans be more human.

Rather than stealing human jobs, a potential advantage of AI is that it empowers people to do higher-quality work, problem-solve, and create an atmosphere in which employees can take a higher degree of pride in their work. All the while, companies and their customers have the potential to save money.

The end result is the opportunity for companies to carve out new and creative ways to build not only a more engaging customer experience, but a better employee experience, by enabling staff to become more human by taking away the pressure for them to act like machines.

Imagine how much better companies will run with employees under less pressure to make mistakes, thinking creatively, exploring more ways to saving money, and adding value to the bottom line in higher capacities.

Bigger narratives are being written

Klaus Schwab, the founder and executive chairman of the World Economic Forum (WEF) recently published his thesis that the world is going through a Fourth Industrial Revolution—a time of “great promise and great peril”:

“The world has the potential to dramatically improve the efficiency of organizations and even manage assets in ways that can help regenerate the natural environment, potentially undoing the damage of previous industrial revolutions,” he writes.

But “organizations might be unable to adapt; governments could fail to employ and regulate new technologies to capture their benefits; shifting power will create important new security concerns; inequality may grow; and societies fragment.”

Every person in the technology sector is writing the story of society’s accelerating history. Autonomous tech is becoming a bigger part of every sector ranging from agriculture to finance, construction, government, healthcare, and more.

What’s the story you want to see in your organization? There’s still a lot to learn.

Ritika Puri
Ritika Puri
Ritika Puri is a business writer who enjoys making complex topics digestible and fun. She regularly consults for companies in the marketing technology, IT, analytics, financial services, and healthcare space and enjoys leveraging this knowledge in her writing.
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