Chatbots - a ‘quick win’ in improving Government service delivery
Chatbots have the advantage of being limitlessly scalable (theoretically, there’s no additional cost to serving 1000 people, versus one person). When created and refined correctly, bots automatically ‘learn’ from their interactions, and from the organic involvement of human actors in the process. So, for example, if a bot is unable to understand a customer query, and a human supervisor is required to intervene, the bot will learn from the answer that the supervisor gave to the user.
By requiring that users create digital profiles, government departments can start tracking a detailed history of the user’s interactions (with both the digital and the human workforce), building a clear picture of the user and helping to personalise the responses from the chatbot.
In fact, this digital profile should be synched with various other back-end systems as well as related government departments – such as CRM databases, or the Home Affairs and the Licensing Department databases.
The next step is to move from concepts on paper, into real life scenarios. Based on our work with government departments around the world, we can look at five key considerations when getting started on your Chatbot journey:
- Identify the public services that would benefit from Chatbots, or from increased feedback from citizens, and focus on creating Chatbot interfaces for those services.
- Ensure that your Chatbot is fully-integrated into back-end, legacy and core systems that will enable to bot to easily fetch information, write or reduplicate new data into databases, and add activities into workflow systems.
- Thoroughly address the cyber-security requirements from all possible angles. As more and more sensitive data bouncing between bots and users is stored digitally, it’s essential to have an impenetrable security posture.
- Implement a comprehensive, engaging change management approach. As with any new technology, it takes a lot to overcome initial resistance. Ensure you have a sustained focus on the benefits to the staff member, the government department, and the end-user, brought to bear by compelling change management strategies.
- Get started – today! Chatbots are still a somewhat nascent technology – so it can be tempting to sit on the side-lines and watch the field developing. But the best approach is to simply get started with a very basic Chatbot, in a restricted beta trial, and then build it out from there, infusing ever more complex self-learning algorithms as you progress.
Saurabh Kumar is the CEO at In2IT Technologies.
Automation of repetitive tasks leads to higher value work
Two-thirds of global office workers feel they are constantly doing the same tasks over and over again. That’s according to a new study (2021 Office Worker Survey) from automation software company UiPath.
Whether emailing, inputting data, or scheduling calls and meetings, the majority of those surveyed said they waste on average four and a half hours a week on time-consuming tasks that they think could be automated.
Not only is the undertaking of such repetitious and mundane tasks a waste of time for employees, and therefore for businesses, but it can also have a negative impact on employees’ motivation and productivity. And the research backs this up with more than half (58%) of those surveyed saying that undertaking such repetitive tasks doesn’t allow them to be as creative as they’d like to be.
“When repetitive, unrewarding tasks are handled by people, it takes time and this can cause delays and reduce both employee and customer satisfaction,” Gavin Mee, Managing Director of UiPath Northern Europe tells Business Chief. “Repetitive tasks can also be tedious, which often leads to stress and an increased likelihood to leave a job.”
And these tasks exist at all levels within an organisation, right up to executive level, where there are “small daily tasks that can be automated, such as scheduling, logging onto systems and creating reports”, adds Mee.
Automation can free employees to focus on higher value work
By automating some or all of these repetitive tasks, employees at whatever level of the organisation are freed up to focus on meaningful work that is creative, collaborative and strategic, something that will not only help them feel more engaged, but also benefit the organisation.
“Automation can free people to do more engaging, rewarding and higher value work,” says Mee, highlighting that 68% of global workers believe automation will make them more productive and 60% of executives agree that automation will enable people to focus on more strategic work. “Importantly, 57% of executives also say that automation increases employee engagement, all important factors to achieving business objectives.”
These aren’t the only benefits, however. One of the problems with employees doing some of these repetitive tasks manually is that “people are fallible and make mistakes”, says Mee, whereas automation boosts accuracy and reduces manual errors by 57%, according to Forrester Research. Compliance is also improved, according to 92% of global organisations.
Repetitive tasks that can be automated
Any repetitive process can be automated, Mee explains, from paying invoices to dealing with enquiries, or authorising documents and managing insurance claims. “The process will vary from business to business, but office workers have identified and created software robots to assist with thousands of common tasks they want automated.”
These include inputting data or creating data sets, a time-consuming task that 59% of those surveyed globally said was the task they would most like to automate, with scheduling of calls and meetings (57%) and sending template or reminder emails (60%) also top of the automation list. Far fewer believed, however, that tasks such as liaising with their team or customers could be automated, illustrating the higher value of such tasks.
“By employing software robots to undertake such tasks, they can be handled much more quickly,” adds Mee pointing to OTP Bank Romania, which during the pandemic used an automation to process requests to postpone bank loan instalments. “This reduced the processing time of a single request from 10 minutes to 20 seconds, allowing the bank to cope with a 125% increase in the number of calls received by call centre agents.”
Mee says: “Automation accelerates digital transformation, according to 63% of global executives. It also drives major cost savings and improves business metrics, and because software robots can ramp-up quickly to meet spikes in demand, it improves resilience.
Five business areas that can be automated
Mee outlines five business areas where automation can really make a difference.
- Contact centres Whether a customer seeks help online, in-store or with an agent, the entire customer service journey can be automated – from initial interaction to reaching a satisfying outcome
- Finance and accounting Automation enables firms to manage tasks such as invoice processing, ensuring accuracy and preventing mistakes
- Human resources Automations can be used across the HR team to manage things like payroll, assessing job candidates, and on-boarding
- IT IT teams are often swamped in daily activity like on-boarding or off-boarding employees. Deploying virtual machines, provisioning, configuring, and maintaining infrastructure. These tasks are ideal for automation
- Legal There are many important administrative tasks undertaken by legal teams that can be automated. Often, legal professionals are creating their own robots to help them manage this work. In legal and compliance processes, that means attorneys and paralegals can respond more quickly to increasing demands from clients and internal stakeholders. Robots don’t store data, and the data they use is encrypted in transit and at rest, which improves risk profiling and compliance.
“To embark on an automation journey, organisations need to create a Centre of Excellence in which technical expertise is fostered,” explains Mee. “This group of experts can begin automating processes quickly to show return on investment and gain buy-in. This effort leads to greater interest from within the organisation, which often kick-starts a strategic focus on embedding automation.”