The future will be hyper-automated

Increasingly, employees are demanding automated business processes and similar experiences to consumers at work.

Fax, centralized servers, high speed modems. There was a time when these advanced tools were only available in the office. At the time, business technology had so far surpassed everything I had at home that would make me dizzy.

This is no longer the case. While the company continues to offer advanced technology solutions, the joyful and perfect experience of using them has not expanded.

Meanwhile, we love our phone interfaces, TV browsing, and voice-controlled smart home devices. We love accessing a wealth of information with a few details, from figuring out the fastest route to the airport to depositing checks into our bank accounts.

Of course, one of the reasons we like to use these apps and products is because we know intuitively how to use them. No one had to teach us. Unfortunately, the opposite is true when it comes to business technology.

Without consumer technology, joining a new contract can take weeks. Updating employees on new software tools can take months. It is not the employee’s fault, but the tools they use at work are not intuitive. However, the more we consume employee experience, the more ROI we will get. But how do we do that?

Harness the power of hyperautomation

Although the term hyperautomation is new, science fiction writers have long predicted it. In the movie Minority report, Tom Cruise’s character, John Anderton, uses augmented reality to navigate through terabytes of data in a matter of seconds. A la Iron man movies, Tony Stark’s digital assistant, Jarvis, is a futuristic combination of AI, virtual agent and voice recognition interface. Activated computer technology Star Trek allows crew members to access tools, information, even tea, in a matter of seconds.

We look at these programs and think, “This is amazing. I would like my experience with technology to be like this ”. And in the world of consumer technology, we are getting closer.

Hyper-automation uses technologies such as AI, robotic process automation (RPA), and process mining to automate business processes and deliver similar experiences to consumers at work.

The time is now

The demand for excellent employee experiences has never been greater. Employees vote for companies with their time and loyalty and vote for companies that offer great experiences. Now that remote, hybrid work is here to stay, the only point of contact for many employees with their organization is the screen. It is vitally important that the screen provides a smooth, efficient and fun experience.

By consuming employee experience, we can empower workers to focus on their work rather than looking for and pecking at technologies they don’t know about. At a time when attracting and retaining the best talent is extremely difficult, this is key to an organization’s survival and success.

Hyperautomation nuts and bolts

Hyperautomation is not a complementary technology. Think of it as a digital evolution: a continuous, gradual approach to the employee experience. To get started, business leaders need to take three initial steps.

First, ask which tools or processes will provide the most value to the organization in advance. If you’re thinking about costs, it’s helpful to think about what you already have in your technology stack. If you are already using machine learning or AI, you can start hyper-automating with these tools.

Second, when planning the best way to shape the employee experience, use the customer experience as a guide. Think of the best restaurants, theme parks or attractions you’ve ever visited. The best experiences are personal and personalized. Just as you try to offer personalized, tailored experiences to your customers, consider how you can use your tools and processes to create personalized experiences that serve your employees.

Third, focus on integration. As technology is decentralized, it is vitally important to be able to integrate with the technologies needed to run your business. Think about where you have opportunities to use machine learning, robots, and process automation to learn about whether integration works, what can be improved, and more.

A hyper-automated future

At ServiceNow, we work towards a future full of dynamic and personalized work experiences that evolve with the employee, the customer and the company. Whenever a customer is on their journey, we are here to help them discover their greatest opportunities to automate, improve, and evolve.

It’s not too far off the day when successful organizations will work with hyper-automated digital workflows that adjust as new systems, resources, and functionality are added. The possibilities are limitless.

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