The pandemic us into a new world of working. While many businesses suffer, others are struggling to cope with the increase in demand for their services. To limit economic damage, and to manage new workloads, businesses and governments are turning to a digital workforce.

Businesses that are seeing major spikes in customer activity are in the desired position. However, this presents major resourcing problems. For example, retailers whose shops have closed have seen sales shift entirely online, at least for those who are fortunate enough to sell online. Meanwhile, many contact centers are experiencing unusually high volumes of customer inquiries. The sudden uptick is putting enormous pressure on these organizations’ employees, as well as their digital workforce.

Proof of concept

Trissential has been helping these businesses cope by using robots at a swift rate. This allows for an increase in online and contact center interactions. We have just built a proof of concept which allows a contact center agent to collaborate with a robot to create and edit account details. The robot carries out all of the repetitive tasks related to this process. And, the interface gives prompts to the agent to allow for efficient movement through the process. This allows the organization to handle a greater volume of customer requests and deliver an improved customer experience each time.

It’s not just businesses that are being overwhelmed by a change in demand. For example, healthcare systems have been tested beyond their limits as patient numbers surge. Aside from the obvious capacity issues that this creates, it has put a massive burden on administrative workloads. Increased appointment-making, testing, hospital admissions, and mass recruitment of healthcare workers all require additional administration. To manage this, the healthcare industry worldwide is finding enormous benefits from process automation. This automation can supplement the work that overstretched administrators are currently facing.

New “normal”

Moving forward, many questions arise as we try to imagine what our new ‘normal’ will look like. What will happen to our workforces and how they operate? Will businesses reverse the changes that they have made and go back to exactly how things were? It seems unlikely: it doesn’t make economic sense, and it would be impractical. However, some employees are starting to return to the office for at least part of the workweek and sales channels may become more varied. The work involved in this alone will require certain processes to be automated. To future-proof the organization, employees must remain focused on the business-critical tasks.

Process automation benefits

Businesses are getting a taste of the benefits that process automation can bring. As we have seen during this crisis, robots are not replacing humans. Instead, they are taking on the time-consuming tasks that are distracting humans from important tasks. We expect that a combined workforce of digital and human teams working together will become more common, but less daunting for employees and businesses. This integrated and intelligent workforce will change how we do our jobs. But, as has been evident over the past months, change is the only thing we can be certain of.

Want to know more about how we are helping businesses with process automation solutions and how you can get started? Email ldotseth@trissential.com