Understanding the outcome you want with automation will determine the approach. The context of automation is critical, and to determine the right approach, you need to be clear on the outcome you want to achieve. Anurag Shah, head of products and solutions at Newgen Software, explores approaches to automation and the value of each. The vocabulary around digital transformation continues to evolve with advancements in technology. However, amidst all the cycles and waves of technological disruption, automation continues to dominate the conversations. Only the context of those conversations may differ. The context of automation is critical. An inappropriate application of any automation technology can adversely affect the outcomes. Many enterprises, for instance, have deployed chatbots to automate customer service. The results vary. Similarly, many have applied robotic process automation (RPA) for various use cases, from front-office processes to back-office operations, with mixed outcomes. The same holds for mobility, portal refresh, or artificial intelligence (AI). So, when we say we want automation, we must be clear on the outcome. Chatbots, for instance, typically replace human interfaces to offer control and cost-effectiveness, but human knowledge workers perform relatively better on customer engagement in cases dealing with subjectivity. Adding AI to chatbots […]
K&X Design and Investment Technology, LLC
Invest The Invisible Impact
K&X Design and Investment Technology, LLC
Invest The Invisible Impact
