Introduction

Simply put, service automation means the process which makes the company’s service offering automated. The service is delivered but without much human involvement. Thus it enables people to make decisions on their own so far as the where, when and how they want the service is concerned. The apps used to hail cab services is like that; the user decides the location and time of the ride. Even though the service provider has a role to play, their options are also automated. Even payments are made via electronic media to reduce the amount of exchange and interaction between users and service providers sometimes. However, automation makes using the applications elementary and easy on the part of the user.

What are the advantages of Service Automation?

One can point out several benefits of service automation for both the customer and the company providing the service.

1. Service Delivery: With the help of Service Automation, the speed, reliability, and quality of the service can be improved. The manual addressing of demands, meeting of requests and inquiries take a lot of time, and automation focuses on technological prowess and not labour based, so the final delivery of the service is not just speedy but also satisfactory.
2. Increase in productivity and efficiency: The very nature of many kinds of work has been revolutionized by automation. The significant changes which it has brought in its wake have created new opportunities for the employees and the employers. The administrative tasks are often mundane and repetitive and therefore are more vulnerable to the errors of the human employees. Automation can help relieve some of this stress and let them be present in tasks that need them- the more high-value jobs. Predictably, this relief, in turn, increases the productivity of the entire unit by saving precious resources and time for the enterprise.
3. Customer Satisfaction: Customers love services that are delivered quicker and cheaper. With the help of automation, customer loyalty can be ensured- how customers perceive a business, how they engage with it and how they interact with it depends on the nature of the service they received. The whole brand image is improved in this manner.
4. Reduction of IT costs: using automation is the simplest way to reduce the cost of production while also maintaining the standard of service promised to the customer. Automated service, being more efficient, can boost the morale of the ground staff and further increase productivity and reduce costs.

5. Reduction of risks of error: As mentioned before, human beings are vulnerable to mistakes. We can get tired, exhausted, and our minds can sometimes escape finer details that could be crucial to our customer. Hence the necessity of using automation, especially in particular tasks.

Conclusion

Consumer behaviour is of the utmost importance when it comes to the service economy. Public influence and personal experiences also play the most crucial role in ascertaining our opinion of a particular service or service provider. Service automation recognizes these opinions and experiences and tries to use them efficiently to deliver more amenable service for the customers.