Automation vs the human touch – Which is better for smooth operations?

Posted on Jun 06 2017 by Paul North | Comments Off on Automation vs the human touch – Which is better for smooth operations?
Categories : Blog, Customer Service
Paul North

Paul North, Sales Manager

It doesn’t seem to matter what you’re trying to achieve or which company or industry it involves, at some point in your interaction you’ll inevitably face an automated system of some description. Got a problem with an invoice, paying your car tax, ordering something from Amazon, submitting your gas meter readings, checking-in for your flight? All automated!

Whilst sometimes it’s just the automated phone system you need to go through before your call is directed to a customer service agent, or that the automated/online approach is optional rather than mandatory, more often than not nowadays the whole process can only be done online through websites, interfaces and automated email confirmations. But is a reliance on automation the best approach and will it eventually eradicate the human aspect, or will we always want/need that human touch too?

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