Will your next hire be a Synthetic? What a digital workforce looks like.
Synthetic employees and digital labor are transforming the workplace! Are you up to speed?
While Salesforce, News Corp, and Experian are all very different businesses, each has something important to teach about the essential nature of the digital workplace, and how adopting a hybrid approach leads to corporate success.
By following suit and focusing on the adoption of things like employee technology, collaborative software, and AI automations, it’s easy to transform your business from one that’s stuck in the past to one that’s ready to pivot and take a new direction at a moment’s notice.
In addition to boosting productivity and engagement, however, the adoption of digital employees also makes it easy to drive sales and increase employee productivity across the board.
What exactly are digital employees and the digital workforce?
Digital employees, or more widely termed ‘the digital workforce’ or ‘Digital labor’ is a scalable team of synthetic service agents that work alongside human employees to help them and guide them. They accomplish repeated processes independently and deal with level one customer services issues and sales enquiries so humans can focus on value-adding tasks.
Although the term has been around and in use at least since 2017, and companies like Google and Facebook can be used as leading examples of companies that automate processes, even now in 2021 many organizations are still doubtful as to whether they should take the next step and start automating, or if updating their processes with the help of a digital workforce is even possible in their industry.
But the fact is, anyone can automate. Automation is a need-to-have, not a nice-to-have, in a modern organization.
Recent research from all major firms indicates adoption of modern automation in the form of Conversational AI is set for tremendous growth. As a recent Forbes article put it “not embracing AI technology is akin to BlockBuster taking a pass on streaming video”.
Lay an Automation Foundation
Building an effective digital workforce requires the right software, the right people, and the right attitude.
Sometimes automation projects and the deployment of synthetic service agents is held back by the fear that an expanding digital workforce means a shrinking human workforce. But don’t worry - synthetic service agents, as we refer to them, aren’t here for your jobs. Automation provides better opportunities for human employees by taking over tedious, manual, tasks and freeing up time for more strategic work that adds value.
Identify Automation Opportunities
If you’re shopping for an automation solution, you probably already have an idea of a process you want to streamline first. If you’re having trouble convincing upper management of the need for AI automation, it’s a good idea to choose a quick win to start. Automating just a few high-volume tasks can save hours every day.
From there, you have to make some decisions about the best way to scale. You should focus on where automation can make the biggest difference. What is currently taking up the most time for your human workforce? What would you most like to improve?
Think outside the box. Each department is often concerned with its individual challenges, but the best automation opportunities might span multiple departments or locations. Sometimes it’s useful to have humans and synthetic service agents working together but don’t be afraid to automate a process end-to-end if possible. The goal is to take the boring, “robotic” work away from your skilled workers to give them more time for the things that need a human touch.
Characteristics of the digital workforce
At Rayon AI we believe augmenting your HR with digital labor has at least five key considerations, which can be remembered by the SCALE acronym. Remembering this acronym can help alleviate some fear and mistrust surrounding incoming use of synthetics and might get the conversation going in the right manner.
Staff on demand
Having deployed a single synthetic service agent means that one agent can be scaled quickly and easily in the same role. So teams can be adjusted in line with demand as necessary.
Synthetic service agents engage with customers and do a great job at collecting information so that when a customer is transferred to a human agent, that agent is armed with the necessary information to ensure the customer does not have to repeat themselves for things like authentication, problem description, sales enquiry and so on.
Be careful with your selected partner and make sure there is real AI under the hood so basic service deployments become your digital colleagues. They are far more than robots and learn as they go.
Leveraging technology to fully automate work
Where traditional services work so long as customers follow a happy path, true AI automation is far more robust and here we’re talking about synthetic service agents. They can deal with changes of context and understand complex dialogue. A truly digital workforce can address far more than routine and repetitive tasks. According to the McKinsey Global Industry Report, 23% of work hours in the US may be automated by 2030, and 15% of global work hours. Leading this trend will simply save you time and money, and keep your customers happy along the way.
Empowering the human dimension of you workforce
When workers spend more time on problem-solving and creative tasks, being in the right mental state becomes even more important. Once again, because synthetic service agents deal with day to day tasks your human resources can focus on better servicing customers.
5 Reasons why you should add Rayon AI Synthetic Service Agents to your workforce.
it’s natural to wonder: What’s in it for me? Why is a digital labor augmented workforce so important? A hybrid human synthetic digital workforce will unlock hidden potential and improve efficiency while reducing overall operating costs. Here are 5 good reasons (or benefits) for deploying synthetic service agents as part of your workforce .
1. Increased Flexibility
Rayon AI synthetic agents can engage on a whole new level with your customers to provide Sales & Lead generation, Customer Service and Help Desk services - Typical 70%+ Containment rates and 50%+ 1st contact resolution can be expected.
2. Reduced Operational Costs
Rayon AI Synthetic Agents cost approximately $1 per hour, a fraction of human employee costs, so radically reduce overall payroll expense.
3. Integrating with an array of business systems empowers both human and synthetic agents
By integrating with CRM, logistics and other business services, synthetic agents can personalize sales engagements, customer services and update systems with information they gather for immediate use by human colleagues.
4. Scaling service to fit with demand
Scheduling your human resources is far more difficult than your digital labor. Indeed, synthetic service agents can be automatically deployed to fit the demands of your business.
5. Award winning Conversational AI services
Rayon AI was recently identified by industry respected Aragon Research as a 2020 Hot Vendor of Conversational AI.