Posted April 30, 2019 in Data Analytics & Digital Technologies
We can characterize the fourth stage of automation, smart automation, by intelligence embedded across customer channels (stores, call centers, websites, etc.), processes, systems, and platforms. Smart automation builds on the previous stages and uses intelligent means to bring automation to all aspects of a business value chain, from customer experience (CX), worker experience, internal processes, and operations to partner collaboration, covering all types of systems. As we explore in this Advisor, however, it is important that smart automation design carefully consider the subtle interplay between humans and machines to understand the nuances of those activities humans are good at and those for which machines are efficient and reliable.