Recent events have accelerated the evolution of digital technology driven transformation. It is time for business leaders and technology innovators to come together and strategically collaborate to create the future of work and enable stakeholders to benefit in the new normal. Evidently, the current human-centric processes are no longer adequate to cater to a data-driven world. Cutting-edge digital automation holds the key to sustainability and growth.
Transformational role played by technology
· Technology will move from being just a tool to perform tasks and assume the role of opportunity and value creator for IT companies. Tools that facilitate cross-functional collaboration, fulfilment of customer need and save the customer’s time will take over from traditional project/process focused tools.
· Technology will not just deliver a service, but also add value. It will optimize processes to streamline and expedite IT delivery. There will be a lot more automation and elimination of various operational processes to allow teams to achieve more in less time.
· Revenue generation will become a key area of focus for future technology consumption in IT companies. There will be greater focus on adding new business capabilities and not just on using tech to maintain the operations.
· Cybersecurity tools will become proactive risk management and business resilience mechanisms. From the current practices of monitoring and raising alerts, tech will become automated, intuitive and proactive in identification of risks and taking remedial steps proactively.
How technology will impact workforce
While planning the organization’s workforce transformation, leaders will have to take into account the work and outcomes that they aim for. This is where smart AI and ML based technologies will play a key role in determining the size, scope or competencies of the workforce. For instance, analytical tools will be deployed to understand efficiency bottlenecks, knowledge challenges and potential failure areas in sales or customer service verticals. Instead of a piecemeal approach, AI driven analytics platforms can enable complete transformations to achieve organizational goals.
Digital technology especially the AI and ML driven tools of today are constantly improving. Technology changes imply that most popular skill sets of the day become irrelevant in a decade or so in the IT sector. In a number of areas such as customer service, sales, product development etc, data analytics will become the deciding factor. Tools like Mihup’s Virtual Interaction Analyst will be able to provide a holistic analysis of all interactions and generate actionable insights related to product/service improvement, identification of sales and customer service blind-spots or pain-points. Mihup has innovated the Speech Analytics tools and made it the best in class when it comes to 100% omnichannel analysis of multi language and mixed language communication in countries like India which have incredible vernacular diversity. The platform can automate processes to carry out the algorithmic, analytical and structure work such as customer service by AI agents that sound like humans.
Instead of imagining human Vs AI scenarios, Mihup is bringing about tools and technologies which ensure seamless collaboration between the two. The future of work in the IT sector will thus be driven by technology that understands the engagement, interaction and sentiments of human stakeholders.
