Digitisation, Robotic Process Automation, Artificial Intelligence, Smart Workflow.

The service industry is only headed in one direction, so you’d be forgiven for thinking that there is only one answer. However, the nature of service work, combined with years of unnecessary complexity designed into products and services, means that technology isn’t the panacea you might think.

Even inputs received through digital channels cannot be guaranteed to be processed straight through; customer queries, complex requirements and work identified by systems as exceptional will still require manual intervention.

“The next big technology trend to hit organisations will be around the skills they need to acquire…to be able to manage conversational technology and to maintain a presence across all these channels themselves”

Peter Roost
Artificial Solutions, Chief Operating Officer

The rise of digital channels is, of course, changing the profile of inputs into the business, but it won’t eradicate all manual work.