The long-standing debate of the human workforce against the digital bot is now over. To remain competitive, organizations not only need to show improvements in their customer-facing capabilities, but they also need to up the game on their internal efficiencies.
Alongside a sharp focus on differentiating their customer offerings, they need to ensure, on the execution front, they are moving toward a more agile, hyper-productive, and continuously optimized process ecosystem. This requires organizations to have a clear strategic direction for their operational priorities in managing the synergy of people, process, and technology.
Robotic process automation (RPA) is a significant component that drives this vision, bringing consistency and throughput, but also enabling organizations to enhance their abilities in personalization and response times to their end customers. Automation empowers and complements the human capability by handling repetitive tasks and leveraging cognitive capabilities for continuous learning. To achieve holistic business value, enterprises need to view humans and digital bots as a unified coordinated workforce. Humans will need to drive customer-oriented activities using their creativity and empathy while bots complement their efforts with higher productivity and consistency.
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