{"id":46539,"date":"2022-03-14T01:02:00","date_gmt":"2022-03-14T05:02:00","guid":{"rendered":"http:\/\/blog.cybercon1.com\/?p=46539"},"modified":"2022-03-14T01:02:00","modified_gmt":"2022-03-14T05:02:00","slug":"customers-reject-basic-robot-interactions-in-fine-margins-for-automation","status":"publish","type":"post","link":"https:\/\/blog.cyberconservices.com\/index.php\/2022\/03\/14\/customers-reject-basic-robot-interactions-in-fine-margins-for-automation\/","title":{"rendered":"Customers reject basic robot interactions in fine margins for automation"},"content":{"rendered":"\n

This comes as no great surprise. Think about the last time you were in auto-attendant hell with no way to escape. It’s maddening. If you don’t give users the alternative to speak with real human you risk losing them as a customer.<\/p>\n\n\n\n

By\u00a0E&T editorial staff<\/strong> – The research from analytics leader SAS revealed that just 13 per cent of respondents would want to use digital-only options to interact with customer services. Automated tech which lacks intelligence can\u2019t rival human interaction, respondents said, with three-quarters (74 per cent) expressing\u00a0 frustration when they realise they are communicating with a robot.<\/p>\n\n\n\n

Almost nine in 10 (88 per cent) said that speaking to a human is an essential part of the customer service experience, with 64 per cent of these mentioning that this is because they feel better understood when speaking to a human.<\/p>\n\n\n\n

At the same time, customers also said that they would switch to another provider if they didn\u2019t get a satisfactory response in five minutes or less. Additionally, the research also found that 75 per cent of customers would change provider if a competitor offered a faster service.<\/p>\n\n\n\n

The results indicate that businesses need to make consumers feel like they are being understood by delivering quality experiences and outcomes quickly and efficiently. The current views reflect the fact than online services primarily consist of basic robotic process automation and unintelligent chatbots, rather than the fast, intelligent online experience that is possible with hyperautomation. In fact, less than a quarter (24 per cent) of organisations have currently implemented hyperautomation, which SAS defines as the simultaneous use of digital operating systems, workflow, robotic process automation and artificial intelligence \u2013 typically via the cloud – to deliver high-value autonomous processes through intelligent decisions. Read On:<\/a><\/p>\n","protected":false},"excerpt":{"rendered":"

This comes as no great surprise. Think about the last time you were in auto-attendant hell with no way to escape. It’s maddening. If you don’t give users the alternative to speak with real human you risk losing them as …<\/span> Continue reading →<\/span><\/a><\/p>\n","protected":false},"author":1,"featured_media":46540,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"advanced_seo_description":"","jetpack_seo_html_title":"","jetpack_seo_noindex":false,"jetpack_seo_schema_type":"","_jetpack_newsletter_access":"","_jetpack_dont_email_post_to_subs":false,"_jetpack_newsletter_tier_id":0,"_jetpack_memberships_contains_paywalled_content":false,"_jetpack_feature_clip_id":0,"_jetpack_memberships_contains_paid_content":false,"footnotes":"","jetpack_publicize_message":"","jetpack_publicize_feature_enabled":true,"jetpack_social_post_already_shared":false,"jetpack_social_options":{"image_generator_settings":{"template":"highway","default_image_id":0,"font":"","enabled":false},"version":2},"jetpack_post_was_ever_published":false},"categories":[674],"tags":[675],"class_list":["post-46539","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-robotic-process-automation-processs-automation","tag-robotic-process-automation"],"jetpack_publicize_connections":[],"jetpack_featured_media_url":"","jetpack-related-posts":[{"id":68001,"url":"https:\/\/blog.cyberconservices.com\/index.php\/2022\/11\/23\/how-robotic-process-automation-is-helping-federal-agencies-manage-data\/","url_meta":{"origin":46539,"position":0},"title":"How Robotic Process Automation is helping federal agencies manage data","author":"Rick Backus","date":"November 23, 2022","format":false,"excerpt":"By\u00a0Mark\u00a0Hogenmiller - When it comes to government deployments of automation and AI\/ML, the spotlight often shines brightest on high profile applications \u2013 whether it\u2019s augmenting soldier performance on the battlefield, driving intelligence gathering or modernizing the delivery of citizen services. For that reason, it\u2019s easy to miss a transformation underway\u2026","rel":"","context":"In "Robotic Process Automation"","block_context":{"text":"Robotic Process Automation","link":"https:\/\/blog.cyberconservices.com\/index.php\/category\/robotic-process-automation-processs-automation\/"},"img":{"alt_text":"","src":"","width":0,"height":0},"classes":[]},{"id":33239,"url":"https:\/\/blog.cyberconservices.com\/index.php\/2020\/03\/24\/line-of-business-folk-will-have-bigger-role-in-growing-robotic-process-automation-revolution\/","url_meta":{"origin":46539,"position":1},"title":"Line-of-business folk will have bigger role in growing robotic process automation revolution","author":"Rick Backus","date":"March 24, 2020","format":false,"excerpt":"By\u00a0Lindsay Clark\u00a0- It has been the subject of hype and overblown expectations, but that is not set to dampen investment in robotic process automation \u2013 the idea that simple software \u201crobot\u201d can carry out annoying admin tasks. But as organisations begin to understand how best to exploit RPA, IT departments\u2026","rel":"","context":"In "RPA"","block_context":{"text":"RPA","link":"https:\/\/blog.cyberconservices.com\/index.php\/category\/rpa\/"},"img":{"alt_text":"","src":"https:\/\/i0.wp.com\/cdn.pixabay.com\/photo\/2014\/08\/14\/10\/38\/software-417880__340.jpg?resize=350%2C200&ssl=1","width":350,"height":200},"classes":[]},{"id":31814,"url":"https:\/\/blog.cyberconservices.com\/index.php\/2019\/08\/09\/one-robot-per-employee-uipaths-automation-first-approach-leads-fast-growing-rpa-market\/","url_meta":{"origin":46539,"position":2},"title":"One robot per employee: UiPath’s automation-first approach leads fast-growing RPA market","author":"Rick Backus","date":"August 9, 2019","format":false,"excerpt":"Artificial intelligence has propelled many enterprise sectors, but perhaps none faster than the field of\u00a0robotic process automation, or RPA. A recent\u00a0Gartner Inc. report\u00a0found that the RPA market grew 63% in 2018, making it the fastest-growing enterprise software category. And the market leader, according to Gartner, is\u00a0UiPath Inc. Founded\u00a0out of Romania\u2026","rel":"","context":"In "AI"","block_context":{"text":"AI","link":"https:\/\/blog.cyberconservices.com\/index.php\/category\/ai\/"},"img":{"alt_text":"","src":"https:\/\/i0.wp.com\/www.cyberconservices.com\/wp-content\/uploads\/2019\/08\/cyber-4062449__340-1.jpg?resize=350%2C200","width":350,"height":200},"classes":[]},{"id":46167,"url":"https:\/\/blog.cyberconservices.com\/index.php\/2021\/08\/30\/only-one-software-giant-to-make-impact-on-the-robotic-process-automation-market\/","url_meta":{"origin":46539,"position":3},"title":"Only one software giant to make impact on the robotic process automation market","author":"Rick Backus","date":"August 30, 2021","format":false,"excerpt":"Microsoft is set to be the only firm among the enterprise tech giants investing in robotic process automation (RPA) tools to make a significant impact, a report from Forrester claims. 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