May 11, 2020

Are Robots Becoming Humans? Or Are Humans Becoming Robots?

Without a doubt, robots are here to stay, and they are only becoming smarter. Disruptive technologies have transformed the way we work in many areas: administrative tasks, customer service, along with the banking, transportation, tourism industries, E-commerce, and municipal services, among others. Today we speak of the hybridization between robots and humans—neither can exist without the other.

When banks first installed ATMs, employees were not left without tasks. Instead, their function was redefined, so that they could focus on more complex, customized tasks.

When E-commerce was born, along with accounting and administrative software, it did not cause brick and mortar stores to close. Self-driving vehicles are not used by themselves, robots do not apply biomedicine without the guidance of doctors, and these examples repeat across all industries.

Are robots on our side?

The advantage of technological innovation is that once it is applied, we can redesign human contributions.  

On one hand, users, whether they are customers, clients, or citizens, can get what they want in real-time, without leaving their house. This creates user experience and satisfaction—the key to success in any company.  The more users rely on technology, the more important is it to provide solutions in this arena, and advance in terms of usability, systems and process resolution.

This can improve their experience as customers and indeed their quality of life. This translates to greater satisfaction, optimizes people's time and reduces operating costs, which in turn can increase company sales and customer loyalty.

Related article: Technology at the service of customers or customers at the service of technology?

On the other hand, by automating mechanical, repetitive and predictable tasks, which bore many employees, the company is wagering that it can redefine its human capital in conjunction with the use of smart technologies.

In this case, human work focuses on more sophisticated, meaningful and customized tasks, revolutionizing employment. Technology is evolving to create more dynamic work structures with less hierarchical management.

The ideal balance between bots and humans

The automation of employment aims to optimize human resource management.  This is completely in contrast to the fear of being replaced by technological advancements.  Today the challenge is to create the perfect hybrid between humans and robots.

This is called the "creative economy" because creative jobs require the use of cognitive abilities that only humans possess. Artificial Intelligence research has shown that there are cognitive functions of humans that are impossible to replicate. Automation, robotics and Artificial Intelligence then, once applied to everyday life, will give birth to new categories of employment.

Related article: Advantages of Artificial Intelligence in Customer Service

The application of intelligent technologies, robots, automated systems, computer programs, and mathematical algorithms require human automation, and vice versa, Creativity is the key. How do we generate technology? How do we apply this to the industry and to our daily lives?  What is our human ability to generate new realities and continue to evolve?

Using AI in your CX strategy

Are you interested in applying these technologies in your CX strategy? Feel free to schedule a call with one of our representatives to learn more about our solutions and  how they can help your business.

This article was created on April 2019 and updated on May 2020.