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How automation and low-code/no-code solutions can help with staff turnover

HR Tech Outlook | Wednesday, November 10, 2021

Customer service solutions driven by artificial intelligence (AI) and machine learning (ML) can automate tasks to minimize an agent's workload while also improving the client experience.

Everyone is talking about "The Great Resignation," which has affected employees across businesses. People are feeling the pull, whether they've chased a new employment opportunity or been left behind to pick up the slack of their former comrades, and the research backs it up. Since July 20, 2021, the number of people abandoning their jobs in the United States and around the world has risen to unprecedented levels. The customer service business, which has always struggled with staff retention, has been impacted particularly hard. Staffing turnover has become a problem for 27 percent of firms polled by Zendesk and Enterprise Strategy Group (ESG), up from 16 percent in 2020. Support team members remaining on board are becoming increasingly overburdened around the world: 52 percent of firms claim their personnel are flooded on a regular basis, and 30% say their teams are suffering virtually all of the time.

Artificial intelligence (AI) and machine learning (ML)-powered customer service systems can automate procedures to not only reduce an agent's burden but also improve the client experience. In fact, organizations that have increased their CX investment and usage of technology are 4.2x more likely to report outstanding agent retention. In the next 18 months, 17% of CX firms aim to implement chatbots and self-guided support.

These AI-powered solutions are extremely strong, but they've only been offered to enterprises with larger budgets up until now. Traditionally, automation solutions have necessitated the expertise of professional, and hence expensive, AI and machine learning experts. In terms of both time and resources, writing, maintaining, and running code is also costly.

Without writing a single line of code, admins with little to no tech expertise or aptitude can click and create experiences for their agents using built-in automation. They can concentrate on solving the business problem while the third-party software provider handles capability development, security upgrades, and scaling. Low-code/no-code solutions are democratizing technology, changing the game while also encouraging more players to participate.


 

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