Automation continues to be one of the most important and disruptive technology innovations currently influencing the business world. Software development companies following DevOps principles rely on automated tools to make the application deployment process faster and more efficient. There are also numerous examples of automation making an impact in a variety of industries, especially concerning how companies interact with their customers.

As a technology professional, you need to stay abreast of the latest developments in the industry, and automation ranks near the top of that list. Here are a few insights on how it is making an impact on customer engagement in today’s high tech world.

Better Customer Service through Automation

Automation is generally used by technology companies to improve efficiency and cut costs, like when used in the DevOps scenario mentioned earlier. As the technology matures, companies are increasingly leveraging it to give their customers better service. For example, AI, especially machine learning, allows self-service bots to help customers handle a myriad of issues.

These technological advancements also come with a commensurate loss of jobs. According to the industry research group, Forrester, the US economy is slated to lose 17 percent of all jobs over the next decade due to automation. While this is mitigated by the 10 percent of new positions to be created, this still leaves a net employment loss of 7 percent.

Most of these job losses are expected to be in customer service. Once given an option to use self-service bots to handle issues with a product, end users are expected to choose the automated mode instead of interacting with a human service representative. This migration is also expected to include some retail sales roles.

Innovations in Customer Engagement

Expect innovations in customer engagement to increase due to automated technology.  Virtual assistants powered by machine learning algorithms are able to help customers figure out and purchase the products they truly need. They analyze a customer’s preferences and potentially their purchase history and recommend items based on the algorithm’s output.

One company is even developing a robotic lawn mowing service! Potential customers for this service include homeowners – obviously – but also landscaping companies who understand that lawn maintenance is the least profitable portion of their business. These companies are now able to concentrate on the higher-end landscaping portion of their business and become more profitable as a result.

If your organization needs additional insights into a changing technology world, talk to the insightful team at Strategic IT Staffing. As one of the top technical employment agencies on the West Coast, we can help you reach higher levels of success. Connect with us soon!

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