Balancing Office Automation and the Human Touch
It seems that marvellous things emerge from the technology sector on an almost daily basis. Whilst the world continues to advance at a seemingly rapid pace, this progress also opens up countless opportunities for businesses across all sorts of industries.
Although the sheer genius and excitement of these new technological advances may seduce you into implementing them as far as your budget allows, it’s important to take a step back. Automation across organisations comes with a number of risks, not least of which is losing that all-important human touch. To avoid this, it’s important to think strategically about how you might use this technology in a way that will truly benefit your business.
Technology Can’t Do It Alone
A recent US study conducted by the McKinsey Global Institute discovered that although nearly half of employee activities could be partially automated, less than 5% of current jobs could be fully handed over to machines. This shows that even if a large number of routine office tasks were to become automated in the coming years, and roles were redefined as workers adapted to working with new technology, most will always require the “human element”. Simply put, there is no app or program that can take an instant briefing, communicate an idea, sound people out, negotiate, interpret and report back - and there probably never will be.
The Benefits of Office Automation
Although it is surrounded by some negative connotations, introducing automation to your office can provide a multitude of benefits without forcing you to cut jobs. The most significant of these is the increase in efficiency. As technology simplifies and automates complex and time-consuming tasks, companies are empowered to save time and resources. Where previously people would be necessary to complete even the basic tasks, data storage and data management software can handle jobs like electronic publishing, communications involving email, voice mail, video conferencing, and fax, and office management including scheduling and task management.
Indeed, automation could eliminate the need for employees to carry out many tedious tasks, opening up more opportunities for people to contribute at a higher level. However, it’s important to understand that technology is almost never able to complete these tasks independently. As these technologies are created, improved upon, and implemented, it’s increasingly becoming recognised that they must in fact be used in conjunction with people. Aakrit Vaish, CEO of a personal assistant application, Haptik, said it best: “Our learnings over the past three years have been that to truly build an assistant service, you need a combination of bots and humans.” It’s clear that automation will generate countless benefits for organisations, but these benefits don’t have to come at the expense of the worker.
Recognising the Need to Retain the Human Touch
It’s inevitable that companies will need to embrace this technology to stay competitive. However, it will also be crucial for them to assess what jobs will benefit from automation , and which might be hindered by this assistance. A human touch will always be necessary in the office, as so many tasks rely on attributes that only people possess. Someone with the ability to apply logic to situations and make decisions for example, is essential in any office. Tech solutions, no matter how artificially intelligent, can never wholly understand situations and make judgments; they don't possess empathy, nor the capacity to make ethical decisions, and they don’t have knowledge specific to your business.
There are many office duties that can only be performed by an office worker, such as coordinating events, organising office moves, and helping other departments with larger projects. Nor can a computer attend a meeting on behalf of its boss – although we’re sure most would agree this would be a wonderful thing! Software simply cannot be relied on to communicate independently regarding complex subjects, whether within the organisation itself or with its customers.
When it comes to customer service, customer satisfaction should always be a top priority. A whitepaper by New Voice Media, found that over half of UK consumers become dissatisfied when they don’t speak to a person straight away, with 53% of respondents saying that they found it irritating. After facing unhelpful dialogue and options, and question trees that often lead to dead ends, these consumers may take their business elsewhere – and can we really blame them?
Summary
It’s vital for companies to appreciate that automation in the office will have considerable benefits when used correctly. The possibilities for artificial intelligence to assist in day-to-day administrative duties are endless, and will undoubtedly improve efficiency in business.
That being said, there are numerous office tasks that simply cannot be carried out by technology alone and thus, companies must ensure they retain a good balance between automation and the human touch. Indeed, many jobs will be redefined, rather than eliminated, by new technologies. For a company to retain a good reputation and prevent slips in its operation, these must be implemented strategically. Assessing where the use of office automation will be beneficial and ensuring the retention of employees could make or break organisations in the years ahead.
If you’re looking for that human touch in your business, please don’t hesitate to speak to us. We can help ensure you find the very best talent to work alongside any automated systems you might have in place.