Service automation is the process of integrating all domain tools and functionality into several layers of automation in order to have a unified interface for all workflows. It is the process of automating events, processes, tasks and business functions. Service automation, at its very core, is the provision of a service, but not in a fully automated way. This means that you, as a user of that service, can decide when you want to use a specific service.
It also means that you make all the necessary arrangements to use that service through some type of application or portal (that is, if the service is properly designed, it means that you don't need to talk to anyone from the service provider). Automated customer service provides customer support through automated technologies, such as chatbots. The ultimate goal of customer service automation is to minimize the amount and importance of human work in customer service, especially when performing repetitive tasks, solving common problems, or answering simple questions. Service providers have taken advantage of this technology to revolutionize the way services are delivered.
They took a traditional service (going from A to B or watching a TV series) and completely automated every step of that service experience. As with any automation, the main benefits of automating services are convenience, time savings, predictability and convenience, which translates into cost savings. Keep in mind that service automation doesn't mean that an organization should offer a digital service. Communication and interaction in any service can be initiated by the user (“Can you send me a quote?”) or by the service provider (“a new invoice is attached”).
Service automation streamlines processes such as validating work done in the field, managing risk, following up on all planned and requested service requests, and filling out proposals and invoices in all sectors, categories and locations. In any case of service automation, “automation” enables the service by streamlining the request for that service. Focus on automating business services that provide value and look for ways to harness this value with as little human interaction as possible. Looking at the success of service automation companies, you might be wondering how you can leverage the idea of service automation in your organization.
If you want to start offering automated services, you'll have to change your current service model (on the left) to the service model you see on the right. As mentioned above, I consider service automation to be a very simple process in which a series of sequential steps have to be performed. The service automation framework is more complex for variable tasks, as well as for those with more touchpoints. Nowadays, customer service automation can be largely customized with the use of AI and machine learning, as well as with the abundance of customer data available.
The advantages of automating services are numerous. Automation eliminates manual labor and reduces errors associated with manual processes. It also increases efficiency by streamlining processes and reducing wait times for customers. Automation also allows businesses to provide better customer experiences by providing faster response times and more personalized services.
In addition to these benefits, automating services also helps businesses save money by reducing operational costs associated with manual labor. Automation also helps businesses increase their revenue by providing better customer experiences and increasing customer loyalty. Finally, automating services helps businesses stay competitive by providing better services than their competitors.
