How an automation-first strategy delivers better human support

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The notion of a conflict between live support and automation is greatly exaggerated.

The idea that human agents and artificial intelligence (AI) can’t coexist has been relatively common for years. This misconception stems in part from concerns that automation will simply replace people. In contrast, Harvard’s research suggests that the introduction of automation won’t just eliminate jobs—it will transform them. What’s more, customer-facing roles still require the unique qualities of empathy and creativity that AI lacks.

This myth not only makes effective customer experience (CX) strategic planning difficult, it also creates a missed opportunity for businesses.

Rather than viewing live agents and automation as conflicting entities, companies should recognize the potential for a win-win scenario. Forward-thinking leaders should explore how technology—specifically AI and automation—can serve customers while simultaneously enhancing the capabilities of human agents.

An automation-first strategy eliminates fears and ensures a superior human guatemala mobile database support experience, allowing companies to leverage their human resources wisely.

Understanding Automation-First Strategy for Enhanced Human Support

"As empresas que empregam tecnologia, como a automação, para melhorar a experiência do cliente podem reduzir as despesas com serviços em até 40%." - McKinsey
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But to truly seize the opportunity, companies need to adopt an “Automation First” mindset that goes beyond conventional operational approaches and fully embraces automation-centricity.

So what does this actually mean?

Today, we often bring together a group of people to oversee a specific task, such as handling service requests or processing insurance claims.

Typically, we start by identifying the tasks that can be automated, assessing the implications for the organization, and developing a plan to adapt to this change.

Once we've sorted that out, we'll see what our team can do with their extra time once some tasks are offloaded to technology.