The idea that human agents and artificial intelligence (AI) cannot co-exist has been relatively common for years. This misconception is partly due to concerns that automation will simply serve to replace people. Contrary to this, Harvard research indicates that the introduction of automation will not just erase jobs, but transform them. Furthermore, customer-facing roles still require unique qualities of empathy and creativity that AI lacks.
This myth not only hinders effective customer experience (CX) strategy planning, but also creates a missed opportunity for businesses.
Rather than viewing in-person agents and automation as conflicting entities, businesses should recognize the potential for a win-win scenario. Forward-thinking leaders must explore how technology—specifically AI and automation—can serve customers while enhancing the capabilities of human agents.
An automation-first strategy allays fears and ensures a superior human support experience, allowing businesses to leverage their human resources intelligently.
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But to truly seize the opportunity, businesses must adopt an “Automation First” mindset that goes beyond conventional operational approaches and fully embraces automation as a core focus.
What does this really mean?
Today, we often bring together a group of people to oversee a particular task, such as managing service requests or processing insurance claims.
We typically start by identifying tasks that can be automated, assessing the implications for the organization, and designing a plan to adapt to this change.