DFK Gooding Partners
March 14, 2024
With the almost stratospheric rise of AI, automating key business systems has become increasingly front and centre for executives looking to improve business operations. However how much is too much? Are we getting carried away with automation? And could we be systemising areas which could benefit from a more personalised, human touch?
Personalisation of the customer experience is vital. While automation can play a big part in creating targeted, data-based personalisation for each customer, not everyone customer loves automation.
The CSG 2023 Customer Experience Report reveals 36% of customers would rather wait on hold to speak to a human agent when they have an issue, rather than interacting with an AI-powered virtual assistant to self-serve. The Hubspot State of AI Report for 2023 identifies maintaining a personalised experience as the primary challenge (45% of businesses) of using AI in customer service.
Direct, personal human interactions with your customers should not be underestimated. So, which tasks should you be automating? And which should you leave for your human team to deal with? Here are a few ways to get the automation/human balance right.
Automating basic admin tasks
Most of us dislike tedious, time-consuming admin tasks. With smart use of software tools and customised AI assistants you can quickly automate things like onboarding new customers, answering basic FAQs or sending out reminders and notifications to your customers.
Automate your key finance tasks
Many of the current crop of cloud accounting platforms have automation and artificial intelligence tools built in as standard. These tools help you automate your invoicing process, the collection of customer payments and the matching of transactions for your bank reconciliation process. This makes your bookkeeping and cashflow more effective and delivers real-time financial data.
Don’t automate the whole customer journey
Customers want efficiency but not impersonal automation throughout their entire customer journey. It isn’t rocket science that a high majority of customers say they’re more loyal to businesses that offer excellent service – and being able to speak to a human agent can be a big part of personalising and humanising these interactions.
Make your people integral to your brand
The personality and experience of your people is vital to your brand identity and your customer experience. Have as many human interactions with customers as possible and tailor your interactions in the most personalised way.
Don’t put efficiency over and above having a human face
People buy from other people. Because of this, having a human touch is vital for delivering a top-class CX to your customers. You can have a slick, automated buying experience when it adds convenience, but don’t remove people entirely from your offering. Without humans, you have a software process, not a real, living, breathing business.
Operational considerations for implementing a human-centric automation strategy
Cost-Benefit Analysis
It’s essential to assess the costs involved in automating administrative tasks against the potential benefits. This includes the initial investment in software or tools, ongoing maintenance costs, and any training expenses for staff. Automation should lead to a tangible improvement in efficiency or cost savings over time, such as by reducing manual errors, freeing up employee time for higher-value work, or speeding up service delivery. Evaluating various automation solutions to find one that fits the business’s specific needs and budget is crucial.
Integration with Existing Systems
It’s essential to assess the costs involved in automating administrative tasks against the potential benefits. This includes the initial investment in software or tools, ongoing maintenance costs, and any training expenses for staff. Automation should lead to a tangible improvement in efficiency or cost savings over time, such as by reducing manual errors, freeing up employee time for higher-value work, or speeding up service delivery. Evaluating various automation solutions to find one that fits the business’s specific needs and budget is crucial.
User Adoption and Training
For automation to be successful, it must be embraced by the team. This involves choosing user-friendly solutions that align with the skills and preferences of the employees who will be using them. Providing adequate training and support is crucial to ensure that staff can make the most of the new tools and that the transition causes minimal disruption to daily operations. Moreover, involving employees in the selection process can help identify solutions that best meet their needs and encourage buy-in, leading to smoother implementation and higher satisfaction.
Enquire about automating your tax and accounting services
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