While an automated hotel booking process may appear efficient and resourceful, customers faced with long, automated phone calls and technical issues will instead find the process frustrating. A lack of a human customer representative to solve their issues will appear as though the company does not value them.
It would also be wise to not completely automate crucial business decisions. Though the data analysis and monitoring leading up to those decisions have room for automation, leaving the final decision up to an experienced human employee allows companies to double-check their processes before going ahead with major decisions.
Lastly, in the case of voice and visual-based automation, sensors can be prone to reading errors, whether from visual or audio cues. As an example, relying on language translators may run the risk of introducing miscommunications or errors into your business process. Similarly, optical sensors on automated vehicles may miss environmental cues and result in an accident.
Whether you are just beginning to think about business process automation or are ready to take the next step towards automating your business operations, it is important to have a clear map of your business needs and what can benefit from automation.
Read the next instalment of the Business Automation series: Where to begin building Business Process Automation into your workflow, Part 3.
Read the previous instalment Identifying the best areas for Business Process Automation, Part 1 here.