Many organisations with large numbers of customer or subscriber interactions use software robots to filter through data and manage transactions.
However, the scale and complexity of some of these interactions mean that they cannot expect to discharge all their responsibilities this way and in reality a fine balance is required between software filters and human processes. This is according to eg solutions, pioneers in back office workforce optimisation software.
Following the recent publicity around incitement to violence and hate crime, new scrutiny has been placed on social media sites that allow controversial or illegal statements to be made without repercussions. This isn’t just the case for social media organisations, but for any organisation that has large amounts of data produced by consumer interactions. With software robots able to filter out key words or phrases to do the bulk of the work, human intervention is still required to discover the nuances behind words and the implications that are inferred.
“Software robots are incredibly useful as they can reduce the amount of work that has to be done manually by people. They can filter out key words or numbers, which allows for greater analysis on a statistical level,” says Elizabeth Gooch, CEO, eg solutions. “No company can rely on software robots alone however, as there will be areas outside their parameters that need to be analysed by a human touch. At least for the time being, humans still have the upper edge and the greater understanding behind words.”
To achieve this balance, businesses should devote significant time to establishing where robotics are beneficial to their organisation in terms of efficiency savings, but also where human staff can be best deployed to utilise their key skills.
“There is an onus on any enterprise that tracks vast amounts of sensitive data or has widespread user engagement to understand the importance of the robotics-human balance and how best to work within this space. With a combination of robotics and eg’s software, organisations can prioritise and escalate investigations according to their criticality.
By utilising the fast processing speeds of the software, human staff are freed up to work in other areas of the enterprise, helping to reduce backlogs and increase efficiencies. These same workers can then be re-focussed to apply human skill and judgement where they are most productive” concludes Gooch.