The prolonged pandemic has already brought many changes to the workplace, and according to a new TELUS International survey announced today, 90% of U.S. employees believe bots will play a key role as companies transition from temporary hybrid and remote working models to more permanent virtual constructs. Bots - software applications that are programmed to do certain tasks without human intervention - have already experienced a surge in demand due to the pandemic, and 84% of respondents expect companies to integrate even more bots in the next five years.
“The COVID-19 pandemic has dramatically changed the way companies operate today and is heavily influencing how they will continue to evolve all aspects of their businesses, including work styles, in the future,” said Michael Ringman, CIO at TELUS International, a leading global customer experience and digital solutions provider. “When implemented and maintained properly, bots can help employees work more effectively and efficiently by undertaking simple, time-consuming tasks, which also drives cost savings for companies. Staying on the leading edge of the future of work with best-in-class technology, including bots and other automated solutions, can also help keep employees happy in their roles. At TELUS International, the bots we employ are freeing up our team members’ time to take advantage of learning and development opportunities, and undertake more engaging work. Finding ways to support employees is especially critical nowadays given the high risk of employee attrition in today’s labor market.”
The top three activities currently being automated by bots according to the survey are IT troubleshooting (57%), data entry (45%) and schedule management (44%). However, the most time-consuming work interactions that respondents want a bot to do for them are answering simple HR-related queries (50%), communicating paycheck information (50%) and confirming the receipt of emails (47%).
Respondents said that if bots could handle more of these repetitive job tasks, they would be able to work on more complex tasks (60%), use the extra headspace to think about new ideas (52%) and connect with colleagues more effectively and frequently (47%).
Domo Arigato Mr. Roboto
TELUS International’s survey found that bots are popular additions to the workplace with 81% of employees stating that they have enhanced their work environment since the beginning of the pandemic. Further, the majority of respondents said that bots are helpful (88%) and that they feel comfortable with integrating automation/bot programs at work (88%). Finally, 84% reported that they trust bots.
Respondents not only expect bots to help with the more administrative aspects of their day-to-day responsibilities, but also within the recruiting and new-hire onboarding process. Respondents believe bots have a place in the hiring process, from reaching out to prospective candidates (55%), to scheduling interviews (51%) and conducting basic questions in a first-round virtual interview (44%). Furthermore, 58% said bots would make the remote onboarding process easier and faster by handling IT setups and HR-related inquiries.
The Future is Bots
“The future of work will undoubtedly include companies implementing an increased number of bots to work alongside human team members,” added Ringman. “As bots become more capable and sophisticated due to ongoing advances in AI and machine learning, they will provide greater ROI to the organizations that implement them as the bots will continue to amplify their human coworkers’ skills.”
Employer-led training to introduce bots into the workplace emerged as an area of improvement for most companies as 34% of respondents said their employer did not offer education programs that enable them to gain the appropriate skills to work alongside bots. Of these respondents, more than 60% said they wish they had access to these programs. Also, while most people trust bots, there are still 16% of respondents who don’t or aren’t sure.
To manage the rising implementation of bots in the workplace, TELUS International recently launched Intelligent Insights for its clients. This tool-agnostic platform helps organizations monitor and manage robotic process automation solutions and bots providing them with a real-time, holistic view. With Intelligent Insights, companies can track all of their digital operations on a single platform to monitor effectiveness, cost-savings and opportunities for innovation. Learn more about Intelligent Insights here.
Findings are based on a Pollfish survey of 1,000 employed Americans who currently work in a desk-based job for an employer that uses bots to automate one or more work tasks. The survey ran on Sept. 2, 2021.
About TELUS International
TELUS International (NYSE & TSX: TIXT) designs, builds and delivers next-generation digital solutions to enhance the customer experience (CX) for global and disruptive brands. The company’s services support the full lifecycle of its clients’ digital transformation journeys, enabling them to more quickly embrace next-generation digital technologies to deliver better business outcomes. TELUS International’s integrated solutions span digital strategy, innovation, consulting and design, IT lifecycle including managed solutions, intelligent automation and end-to-end AI data solutions including computer vision capabilities, as well as omnichannel CX and trust and safety solutions including content moderation. Fueling all stages of company growth, TELUS International partners with brands across high growth industry verticals, including tech and games, communications and media, eCommerce and fintech, healthcare, and travel and hospitality.
TELUS International’s unique caring culture promotes diversity and inclusivity through its policies, team member resource groups and workshops, and equal employment opportunity hiring practices across the regions where it operates. The company is building stronger communities and helping those in need through large-scale volunteer events that have positively impacted the lives of more than 150,000 citizens around the world and through its five TELUS International Community Boards that have provided $4 million in funding to grassroots charitable organizations since 2015. Learn more at: www.telusinternational.com.
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