Customer service is increasingly automated. This is due to the increasing demand of consumers, who are looking for faster and more efficient responses. The business world, over the next few years, will have a greater dependence on machines and this causes many people to look at them with mistrust and fear. But are machines and humans, enemies or can they be good allies?
Machines vs. Humans
A study by Gartner concluded that by 2020, 85% of the times that consumers will relate to business will be without any human intervention. However, we should not think that machines will dominate the world and end human interaction. In fact, what this means is that human beings will increasingly have control over technology, using it in a more intelligent way and freeing employees from bureaucratic and repetitive tasks.
What changes in the main sectors
Medicine: In the United States, 98% of prostate surgeries are done with the help of robots. We can say that computers make the work of healthcare professionals more efficient, reducing the duration of surgeries and drastically reducing the risk of error. It is estimated that in 2018 the health technology area will create 35,000 new jobs.
Education: distance learning is already a reality in many countries. Currently, there are robot teachers who are able to teach and correct tests. There are a thousand robots of this type all over the World. Students demand that education be adapted to the reality they know and this reality is technological. Thus, distance learning will increasingly be the preferred way of learning.
Banks: The influence of machines in the banking sector is mainly related to the possibility of each user being able to access their account anywhere in the World. In 2012 there was an 84% fall in job creation in the banking sector in relation to the previous year. Technology has in fact reduced the need for professionals, such as cash operators. On the other hand, increased the need for IT professionals.
Agriculture: this is one of the sectors most affected by the entry of new technologies. In this area, irrigation and harvesting machines greatly increase productivity. The replacement of men by machines in this sector is a reality. However, it is also necessary here to have good IT professionals, which proves that if on the one hand machines replace human labor, on the other they create new needs.
Marketing and sales: Easy access to the Internet and increasing use of social media has changed the way people view consumption. At the sales level, it is becoming easier to consume. People can buy products from around the world from a mobile phone. The user experience has evolved a lot in this sector, because it is now possible for people to “experience” clothing from a distance, to see if they like a piece or not. At the marketing level, automation allows promotional campaigns to be increasingly targeted to the specific needs of each citizen, which greatly improves their experience.
Machines and humans don’t have to be enemies. In fact, when technology is well used, who wins is Man. The World has evolved at an amazing rate and citizens need to keep up to date so they don’t risk losing their jobs!