Based on findings from The future of work: Pega’s 2020 research study on the changing role of technology in the workplace.
Three years ago Pega surveyed more than 800 senior executives around the world for their views on the Fourth Industrial Revolution (4IR) and how emerging automation technologies might shape the workforce over the coming decade. Instead of doomsday predictions of robot overlords, leaders predicted that intelligent technology would operate alongside workers – not replace them in bulk. And workers expected the term “workforce” to eventually mean a cooperative environment of both human employees and intelligent machines.
We decided to follow up on that study in 2020 to see how views have evolved. With the need for smart, digital technologies seemingly exploding due in large part to the COVID-19 pandemic, we were interested to find out how tech continues to change the way we work, and how business leaders and workers are reacting to digital transformation.
Leaders and frontline workers are eager to adopt new technologies
A large majority of the business leaders and frontline staff we surveyed (78%) think that technology, in general, will significantly change the way we work. And there is urgency to adopt new capabilities. No matter where an organization is on its journey toward digital transformation, the COVID-19 crisis caused organizations around the globe to rethink their models, processes, and systems. For example, 76% of respondents agreed, “How we are being affected by coronavirus means we will invest more in intelligent automation in the future.”
Quality is the main driver for tech adoption
Why do organizations want new technologies? Surprisingly, only 46% of survey respondents identify cost-savings as the main driver for new tech adoption, and fewer (43%) cite revenue generation. The majority of survey participants (65%) view the adoption of new technologies as tools to achieve high-quality work, with half (50%) believing tech will make work more reliable.
Also contrary to assumptions, employees are not averse to adopting new technologies. Two-thirds of the respondents said their employees are asking for better tech to improve how they work, and 49% believe technology has the ability to increase employee satisfaction.
The best technologies for high-quality service, engagement, and operations
Organizations are constantly under pressure to provide outstanding customer service, personalized customer engagement, and streamlined operations, regardless of crises such as COVID-19 or other challenges. It should be no surprise that the technologies businesses are investing in the most are cloud-based, provide intelligence, and/or automate workflow. For our survey group, these include business process management software (80%), deep learning (70%), machine learning (68%), and robotic process automation (67%).
Digital, AI-based technologies exist now that can help business leaders and front-line workers deliver high-quality work consistently and quickly
Chances are, your organization is looking toward intelligent, cloud-based tech to automate workflow as part of digital transformation. Take advantage of these intelligent, digital tools available in the market right now that can help your organization improve quality and streamline operations.
Customer Service: Chatbots and intelligent virtual assistants (IVAs) that use natural language processing (NLP) have the ability to understand the circumstances of a customer inquiry and respond with a contextually appropriate answer. They are digital channels that are capable of automating any number of interactions concurrently, allowing businesses to handle large volumes of inquiries. Similarly, email bots that use NLP can read, triage, and use business process management to automatically assign incoming messages to customer service agents for response.
Customer Engagement: AI-based decisioning tools that work in real-time make it possible to engage with customers in a personalized way to create memorable customer experiences. This type of always-on, one-to-one marketing is replacing more traditional marketing campaigns.
Intelligent Automation: Robotic automations on the desktop help guide workflows for individual employees. Unattended robotic process automations help connect data, UI, and background systems quickly to speed workflow. And BPM-based case management orchestrates complex work to intelligently automate the steps and processes that need to happen to help get work done efficiently.
Today, C-suite leaders are challenged to manage evolving technology and rapidly changing workplaces. They are also very conscious that sound investments in new technologies can help safeguard against future disruptions. Download The future of work for more insights on technology trends and how business leaders and frontline workers think work is changing.
- Join our Future of Work webinar to learn more about the way technology is changing the way we work.
- Attend one of our upcoming Pega Discover virtual summits to learn more about the latest technologies for one-to-one customer engagement, customer service, and intelligent automation.
- Read about Pega’s vision and technology.
- See how the Pega PlatformTM helps businesses build, automate, and engage at scale.