The
ISG AUTOMATION
The
Rise of Artificial Intelligence
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118 work ’, these other technologies represent a step forwards in achieving the same thing for much more complicated ‘ head work ’. ISG ’ s recent ‘ Bot 3.0 ’ study surveyed 321 QTP ( qualified to participate ) companies found that only 7 % of companies with a dedicated automation strategy included complex cognitive tasks , meaning there is still plenty of room for development in this field .
RPA has delivered a large number of benefits to organisations who have implemented it correctly , but it is not a panacea for all areas of business . Butterfield notes the Contact Centre as one further example of an automation area of interest : conversational AI continues to improve , meaning only the longer or more complex conversations will still require agents to handle them . “ Unfortunately for agents , they still have the pressure of an average handling time ( AHT ) target on the residual contacts ,” he states . “ It will then be Assisted Automation ( vs RPA ) that will further enable swifter contact resolution : quickly retrieving customer data and presenting it to the advisor within seconds , ensuring compliance scripts are read whilst completing arduous manual
DECEMBER 2020