rendered.jpg

3 Surprising Ways RPA Can Make Your Office Feel More Human

Posted by Francine Haliva on Aug 29, 2018 10:34:36 AM

For decades, there has been a major gap between the robots we dream of and the ones we actually use. While many of us love watching the classic examples from science fiction and even comedic shows and movies, today’s businesses are turning to robots that are far more practical, productive, profitable, and – let’s be honest – humorless. So it’s understandable that some people would expect automation to make offices feel a little colder and more sterile.

The reality, however, is that today RPA can actually have the effect of making your workplace feel more human. By freeing employees from some of the least enjoyable parts of their jobs and empowering them to perform more efficiently and intelligently, automation can transform your office from a place of mere employment into a place of professional fulfillment and achievement.

Specifically, here are three ways that RPA can make your office feel more human:

1. Offload the boring tasks

Mundane. Repetitive. Rules-based.

Sound appealing? Not to most of us humans – but tasks that fit those descriptions tend to be the best matches for robots. While today’s leading software robots can handle tasks that until relatively recently only humans could (especially artificial intelligence-driven tasks like visual recognition, natural language processing, and processing of unstructured data), these robots are no match for people when it comes to creative thinking.

What does that mean for your employees? For one thing, it means robots may be able to take care of many of the least interesting – and least human – parts of your team members’ jobs. This frees up the people in your office to focus on more fulfilling, challenging, and enjoyable tasks.

Consider the implications for your office culture. When robots are used to help humans achieve more and do more meaningful work, then those robots are far from being automated machines that turn your office into a standardized, rules-based (read: boring) workplace. Instead, they are assistants that help the people in your office focus on more human projects.

When employees throughout your organization adapt accordingly, that promises to add new room for creativity throughout your office.

2. Better training for better company culture

There’s no way around it: New employees have a lot to learn. While they may already have relevant training and experience for their jobs, getting up to speed on your business’s procedures inevitably takes time – to say nothing of acclimating to your company’s culture.

But employees don’t really have to learn everything at the very beginning.

Instead, they can use RPA to get just-in-time training. For instance, a customer service representative can get guidance on their computer screen from a software robot – specifically, an attended robot – while speaking with a customer.

By focusing on teaching employees what they really need to know during their onboarding, you can help them focus on the most important information, without extraneous distractions. Not only does that approach help you prepare them to succeed within their new roles, but it enables you to give company identity a more prominent role in your onboarding process.

This way, you can give your new employees not just specific (and easily forgettable) knowledge of what your company does, but a deeper understanding of who your company is. And that is a recipe for a stronger, more human company culture.

3. More capable employees, more satisfied customers

In addition to helping you offer your employees a smarter, more efficient onboarding experience, RPA can empower your customer-facing team members to offer better, more personal service.

For example, instead of needing to focus heavily on swivel-chair activities such as filling out forms while speaking with customers, a service agent could offload some of these activities to an attended robot. To offload more complex activities – for instance, online research – they could even use a hybrid combination of attended and unattended automation.

Not only can RPA help your representatives offer faster customer service, but it can also free them from needing to devote much of their attention to computer-based tasks. This way, they can focus more on adding a personal touch and creating a positive rapport with your customers.

The upshot for your customers? Better, faster, and more human service.

The upshot for your employees? Happier customers, who in turn help boost morale throughout your office.

So while RPA may not offer you the witty remarks or entertaining antics of your favorite fictional robot, it can offer real, practical benefit to your business. And while much of that benefit is quantitative and measurable, your software robots can also have a powerful, qualitative impact on your company culture. By taking care of the driest, most repetitive, and most rules-based tasks – and by empowering employees to provide top-notch customer service without excessively thorough training up front – your robots can help you transform your office into a place that feels more human.  

Ready to see how Kryon can help you increase productivity, minimize errors, cut costs, and make your office feel more human? Click here to schedule a live demo today.

Topics: Robotic Process Automation, RPA, Hybrid RPA, Attended RPA, Unattended RPA