How To Find The Right Balance Of Automation In Your Business

by Jul 24, 2019General Business

Everywhere you turn these days, there’s talk about artificial intelligence (AI), robotic processing, and all sorts of other bot-based technologies.

The conversation generally revolves around two key things:

  1. How can businesses take advantage of automation and artificial intelligence (AI) to increase efficiencies without losing the all important personal customer touch.
  2. How many jobs will robots take in the future?

Today, we’re going to focus on the first question. To properly answer this question, we must first discuss just where AI excels and where it falls short at this time.

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Where Do Automation And AI Thrive?

There are many business processes which are repetitive in nature that make perfect candidates to automate.

For instance, maybe you have a process today where a prospect fills out a form on your website, and that automatically sends an email to someone in your company. Your employee then takes the information from the email and decides what to do with it.

If the prospect included a phone number in the form submission, then your employee will add a task to your sales person’s queue. If the prospect did not include a phone number, then your employee will send a standard email to the individual with the information they requested.

Although the first step in this process is automated, all subsequent steps are completely manual. In this case, there really isn’t an emotional judgment call that needs to be made; therefore, this is a prime process to be automated. When someone submits an email, an automated process could identify whether a phone number was included, and then perform the necessary actions automatically.

There’s no need for a manual human step in the process.

You can take things a step further with artificial intelligence. AI is perfect at crunching large amounts of data and identifying meaningful patterns. This is not something that is easily completed by a person.

So, if you have any data-heavy processes where users are manually crunching numbers in a spreadsheet, an automated process leveraging AI may be a better approach. 

Where Do Automation And AI Fall Short?

Although artificial intelligence continues to evolve and become even more advanced, it still struggles to consistently beat a person in certain situations and roles.

Specifically, when emotion needs to be interpreted, AI isn’t always the best choice. Granted, emotional interpretation engines are continually being improved, so this won’t be true forever.

There are also certain judgment calls that should be made by a human—especially when making the wrong decision through automation is just too risky for your business or your customers

How Do You Find The Right Balance Of Automation And AI?

The goal of automation and AI is to gain efficiencies in your business while also providing better service to your customers.

If you begin to automate too many processes or leverage AI in the wrong way, it can definitely backfire. Every time you consider automating, you need to think about how it may impact your business both positively AND negatively. The same holds true for AI processes. Where could the AI process get it wrong? And, if the AI process does get it wrong, how will this impact your business and your customer relationships?

Again, there’s no one-size-fits-all answer, so you shouldn’t blindly jump into the AI craze without proper analysis.

Just remember, not all customers are going to be gung-ho to interact with your “army of robots.”

Ryan has been heavily involved in the world of Information Technology and entrepreneurship since the early 2000s. From small business consulting to Fortune 500 IT leadership, Ryan has a wide array of industry knowledge. He earned his BBA from the University of Iowa in 2004 majoring in Management Information Systems and later earned his MBA from the University of Iowa in 2009 with a focus on Management and Marketing. When he's not spending time with his wife and three young children, you'll find Ryan pounding away at his keyboard, spinning on his Peloton, or listening to a good audiobook or podcast.

Connect with Ryan on Twitter or Instagram.

Ryan Glick

Co-Founder, Pixelayn Innovations

Ryan has been heavily involved in the world of Information Technology and entrepreneurship since the early 2000s. From small business consulting to Fortune 500 IT leadership, Ryan has a wide array of industry knowledge. He earned his BBA from the University of Iowa in 2004 majoring in Management Information Systems and later earned his MBA from the University of Iowa in 2009 with a focus on Management and Marketing. When he's not spending time with his wife and three young children, you'll find Ryan pounding away at his keyboard, spinning on his Peloton, or listening to a good audiobook or podcast.

Connect with Ryan on Twitter or Instagram.

Ryan Glick

Co-Founder, Pixelayn Innovations