Workplace Innovation

  • SNAPSHOT: A Robotic Process Automation Infographic

    Conclusion: Abbreviated trialling of RPA platforms is shaping up as a relatively low risk, low cost approach to exploring the use of robotics to aid business process rather than lengthy technical evaluations.

    However, business process re-engineering experience shows that just automating existing business processes without addressing inherent inefficiencies and adding a robotic overlay is a total waste of resources.

    Basic RPA applications do not need IT coding and can reduce repetitive tasks and improve accuracy.

    In more complex situations, use of RPA platforms and tools relies on leveraging IT systems integration in providing robotic aid to assist human intuitive decision-making.

  • Exploring robotic process automation

    Conclusion: Abbreviated trialling of RPA platforms is shaping up as a relatively low risk, low cost approach to exploring the use of robotics to aid business process rather than lengthy technical evaluations.

    However, business process re-engineering experience shows that just automating existing business processes without addressing inherent inefficiencies and adding a robotic overlay is a total waste of resources.

    Basic RPA applications do not need IT coding and can reduce repetitive tasks and improve accuracy.

    In more complex situations, use of RPA platforms and tools relies on leveraging IT systems integration in providing robotic aid to human intuitive decision-making.

  • Artificial Intelligence Digital Assistants are rescuing Customer Service

    Conclusion: As the nature of work is becoming less routine and linear, the most effective collaboration solutions are supporting the ways that teams and individuals want to work.

    At the same time, customer service techniques are changing to appeal to individuals in the ways that they like to be treated.

    Developments in business work flow and customer service are emerging in four broad generations of deployment:

    • Business process, work flow and customer service have morphed from document and transaction-centricity to
    • augmentation by social networking and mobility applications, followed by
    • increasing support from a conversational (Chat) model aided by interactive robotic speech, and
    • in future, even more personalised and intimate experiences delivered by Artificial Intelligence (AI) and Virtual Digital Assistants (VDA).
  • Running IT-as-a-Service Part 23: Digital world contact centres “ain’t” that digital

    Conclusion: The drive for digital disruption has forced many organisations to implement contact centres’ online chat facilities (or equivalent). The rationale is to instantly connect customers with service experts and to resolve inquiries at the first contact whenever possible. While customers enjoy the ability to initiate a chat anytime and from any device, the ability of service providers to resolve inquiries to customers’ satisfaction remains unfulfilled in many cases, especially in the telecommunication carriers industry. Organisations should realise that a digital transformation is not only about implementing online facilities; it requires significant business process re-engineering to improve end-user experience across all types of inquiries.

  • Omni-channel Customer Service must be more than Multichannel done properly

    Conclusion: consumers are de facto demanding Omni-channel customer service in digital commerce for its single consistent positive experience but Omni-channel service is only an aspiration for most businesses today.

    • Viable Omni-channel technology and IT architectures exist and are rapidly emerging but insensitive, unknowing business management is the main inhibitor to adoption of Omni-channel as the universal approach and practice.
    • Omni-channel creates a bigger scaling problem in marketing and IT than most enterprises currently envisage.
    • Leading adopters are evaluating Omni-channel service as a goal, but only investing in deployments that are immediately affordable because an Omni-channel ecosystem can be endless.