The COVID-19 outbreak has brought the air of uncertainty and fear with people working remotely or being redeployed to handle emergency operations. Intelligent automation can help firms continue with normal activities to fight this gloom of darkness
Closed or thinly staffed offices have created the need for heavy reliance on self-service and automation. Consumers are receiving essential services through websites, call centers, and digital apps. In the case of the government offices, the massive surge in interactions is overwhelming the aging systems and infrastructure. The most surprising news was that the laid-off workers globally were struggling to file unemployment claims, despite reaching out to their state agencies day and night.
While such a crisis was never anticipated, it has forced enterprises to rethink their operations and re-examine their long-held assumptions. The best example of this is that people are now discovering and realizing that remote working can actually work to become the “new normal.” Also, the question of continuity of operations has forced leaders to rethink and make clear choices the truly essential activities against the not relevant ones.
History claims that the actions taken during the crisis really pay off during normal times – preparing companies and government agencies to combat the next pandemic, black swan, or hurricane. Intelligent automation (IA) has emerged as one of the most critical elements of the crisis response strategy and recovery across the globe.
Agencies are focusing on taking action today to augment their capacity in the current times, to deliver high-quality services and information at a much greater speed. This has been an eye-opener for leaders to think strategically about IA during this crisis and beyond. Applying IA can resolve immediate needs and also provide long-term benefits due to increased consumer engagement and higher client satisfaction. Below are the recommendations for the same:
Enable a remote workforce, and service delivery model as the remote workforce can’t be effective without the supporting systems, infrastructure, and processes. With proper infrastructure, firms can make up for redeployed workers by embracing robotic process automation to handle a range of simple workflow tasks like validating information, reviewing applications, data retrieval, etc.
Deploy an intelligent interaction approach to harness the power of analytics and data to more effectively address consumer needs and complaints. Capturing data effectively can produce powerful insights to deepen relationships between firms and their consumers, delivering better customer experience.
Ramping up cybersecurity by implementing automation systems is more crucial than ever, considering the current scenario. Despite the need for quicker results, establishing a governance model is mandatory to ensure that the bots are correctly configured and updated to avoid any cyber threat.
IA will make companies much more efficient and digitally transformed. These solutions can be deployed rapidly to ease out the burden on workers and ensure continuity of operations in any such situation. No one is aware of how long it will take for normalcy to return, but business leaders can act now to employ IA to address the short-term needs effectively. Though the pandemic is what is actually instrumental in bringing in the digital transformation of many businesses, it will ensure long-term future benefits for them.