What to automate in the Autonomous Enterprise?

It’s coming up to a year since my book, “The Autonomous Enterprise – Powered by AI” , was published.

In the run up to the anniversary I’ll be posting about enterprise automation use-cases, and how easy or difficult they would be.

I will start with a process that can be tricky to automate, and that is customer complaint handling in contact centres.  It is an essential part of business but not popular with contact centre agents. Complaint teams often experience high turnover of staff but:

🤖 Case complexity can vary making it difficult to automate handling

😠 When customers realise that the process is automated, they might find it annoying, preferring to speak to a human

👿 If automated badly, e.g. with an inadequately trained chatbot, it could make a bad situation worse

On the other hand:

🗂️ A lot of the initial information gathering stage can be automated

💨 Simple cases, like a delayed ticket refund for a cancelled trip, can be handled quickly and efficiently

📤 More complex cases can be escalated to an agent with the assistance of further automation

✔️ You can automatically collect data on complaints to analyse, to find and fix the causes of problems

IMHO – apply best practice and trial it.