As the world is already witnessing automation is having a significant impact on how businesses handle orders, complete projects and serve customers. From machine learning to creating software robots that perform the kinds of repetitive tasks that most humans avoid. The technology streamlines processes without sacrificing accuracy or quality. When your team can access the accurate data they need to perform their jobs, efficiency naturally goes up. Moreover, automated systems are fit for those processes that require entire accuracy in information and figures. Such systems don’t get fatigued or bored and won’t misread a word. The accuracy of an automated system not only helps organizations when it comes to having confidence in their data, but it also enhances the customer experience, reduces frustration and even allows their team to process workflow more efficiently than ever before.
Considering the effective offerings of automation, UiPath along with Forrester presented a report which throws light on the state of automation in current times. It notes that the impact of automation and intelligent technologies on the future of work is global. Organizations have been undergoing a digital transformation for several years, but one technology has truly lived up to the transformative capability: automation. It is transforming businesses and directly impacting bottom lines as a result of improved productivity. While automation is proving to be an invaluable asset, it also raises employees’ concerns about their job security.
Moreover, the report says, organizations that are planning to implement, investing in, or currently using robotic process automation (RPA), a key component in the landscape of automation and artificial intelligence (AI) technology bolsters human-agent productivity. It’s the tip of the spear that is driving automation in the enterprise as it increases process automation and helps operations deliver differentiated experiences and uncover new revenue streams by eroding repetitive work, boosting the need for super agents, and upskilling the workforce. It demonstrates an organization’s commitment to employees by helping them continuously learn and acquire knowledge around RPA, creating a more loyal and appreciative workforce.
The report significantly evaluates the impact of automation and how firms are enabling better planning and preparedness for the future while considering employee experience (EX). Here are the key findings of the report.
As automation is advancing faster than the enterprise knowledge required to support it, with emerging AI-based technology, organizations must adapt their change management approaches to consider culture, skills, and organizational structures to best realize their full potential.
Moreover, automation offers incredible value to businesses. It is not futuristic — it’s here right now, and it offers tangible business benefits. Automating repetitive, rule-based tasks enables employees to focus on higher-value activities that require advanced skills, improves employee engagement, and translates to happier customers. Forrester’s research shows that more engaged employees mean higher growth: A 5 percent improvement in employee engagement leads to a 3 percent increase in revenue.
As automation will affect different roles in the future, some jobs will be cannibalized, some will be created, and others will be transformed, but only a few will remain untouched.
The report says organizations must address skills gaps to maximize the value of automation. Investing in employees is a smart thing to do. By training employees, providing them vocational courses, or encouraging them to pursue digital qualifications, it allows them to overcome fears around automation and embrace it as a productivity-boosting asset.
Also, emerging technologies such as RPA, virtual agents or robots, and machine learning have propelled automation to a top spot among enterprise initiatives. Yet firms are dragging the required skills, experience and impact on jobs as an afterthought. To address gaps, according to the report, organizations should proactively address the 12 work personas. They should organize, survey, and personalize programs within these generic categories and include digital elites, mission-based workers, digital outcasts, and the different forms of knowledge workers, cubicle employees, location-based workers, and physical workers. These profiles and needs will diverge materially as automation advances.
The companies are also required to plan a structural change in how they recruit, retain, and manage workers. The workforce will be a mix of full-time employees and talent with no formal ties to a company. Workers will move from role to role and across organizational boundaries more freely than ever. Enterprise cultures and systems today are locked into an “owned talent” mentality and aren’t prepared for this shift. Mission-based workers, digital elites, and outcasts need to be part of a new conversation.
Additionally, the organizations should look to build new digital certification programs from within but use partners to do so. The evidence is here: Enterprises anticipate a growing skills gap, and there are few answers today. Gaps will lead to dead-end careers, which lead employees with bad attitudes. These, in turn, degrade the customer experience and hurt business. Companies must look to automation service and platform vendors to augment their internal programs.
Furthermore, as the report recommends, organizations must recognize that constructive ambitions will reduce deficits. They need to devise a formal process to identify employees with constructive ambitions. Higher wages and more job security will fuel ambitions for these workers and they’ll learn new skills. They’ll feel a slow burn that pushes them outside their comfort zones. It is suggested to give these workers an opportunity to adapt to new automation.