“In the Age of Bots, What About People?”, we raised the question around whether people and Bots can work together. Bots are designed to reduce the burden of repetitive, simple tasks on employees, freeing up people’s time for higher value work that requires more reasoning, judgement and creativity.
The question then is how to use the time that has been freed up. Does the person to find other work to fill that time, or should leadership actively engage with the affected person to identify new work that is meaningful and will have a positive impact on the organisation? The benefit clearly is in finding the work that will grow the individual and improve job satisfaction putting an end to the routine work and replacing it with meaningful and rewarding work instead. The organisation will realise the value when that new work delivers an enhanced customer experience as well as the efficiency the automation delivered. The key is to take a conscious approach in deciding how to best use the time to everyone’s advantage.
Before we launch into the list of pros, it’s important to realise that everyone in the business has a customer. Some work with the actual end user customer who exchanges money for the value, whilst others work interdepartmentally, and those relying on their work product are the customer. When we shift our view point and ask ourselves “who is my customer, who am I helping?” the below points become relevant across the organisation at every level.