How Co-Automated Workflows Are Increasing Efficiency
Businesses are optimizing their work as well as their services by incorporating AI and chatbot assistance into everyday routines
Given the pace and demands of modern work, streamlined processes are essential to delivering the best possible service. Companies are increasingly opting for the power of AI: virtual agents that enable them to manage and nurture leads to deliver real-time insights and unprecedented customer care. Human representatives no longer have to spend their time performing mundane tasks, and instead are free to take on significant ones that make better use of their time and expertise.
As it was summed up by Tim O’Reilly, “Don’t replace people. Augment them.” Chatbots offer a unique opportunity to drive digital transformation across all areas of the workplace, creating a more unified and flexible workplace.
Major companies are already doing so. Microsoft, for example, partnered with French multinational advertising and public relations company Publicis Groupe on the development of an artificial intelligence platform named Marcel that will allow employees to pitch to work on projects and be recommended for projects based on their skillset. The Marcel platform will use cognitive services and AI to empower Publicis Groupe’s people, clients and business to seamlessly collaborate in order to identify relevant connections among the organization’s employees and enable the creative work and connectivity of people.
U.S. bank JPMorgan Chase developed Contract Intelligence (COIN), a bot capable of analyzing complex legal contracts faster and more efficiently than human lawyers can. COIN relies on machine learning algorithms to identify patterns and relationships to review and interpret commercial loan agreements. The bot is able to scan over documents in seconds and is less error-prone than human beings, producing very accurate information that can then be used to make key decisions.
Finally, telecommunications company AT&T uses software chatbots to free workers from mundane tasks like entering customer information into legacy systems. Salespeople can use the bot to automatically pull sales leads from multiple systems, freeing up hours to spend instead with customers. The software bots, which are part of the robotic-process automation industry, have software agents that reside either on a server or in the cloud. AT&T is also using the technology to automate the ordering and provisioning of some of its more complex enterprise services to let customers order services on demand.
Enhancing business services and efficiency and improving the quality of jobs for workers go hand in hand for companies who incorporate AI assistance into their everyday workflow.