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Automation IRL

It’s the victorious return of Michelle Schroeder, SVP of Marketing at PolyAI! Today, Damien and Michelle explore the physical manifestations of automation in everyday life and compare it with enterprise-level automation, particularly in phone-based operations. They discuss the evolution of consumer expectations, successful and unsuccessful implementations of automation, and how societal acceptance of automated solutions is changing. Tune in for a fascinating conversation about the future of automation and its impact on our daily lives. And lemon Oreos.

There is a growing acceptance and enthusiasm for automation in various industries, shifting from cautious adoption to ambitious goals, such as automating up to 95% of calls in contact centers.

The success of automation depends on whether it aligns with consumer expectations. Automation that closely mimics human experiences, like in social media interactions, faces challenges in meeting emotional and experiential needs.

In high-stress situations, such as filing insurance claims, automation can significantly improve efficiency and customer satisfaction by streamlining processes that were previously cumbersome and time-consuming.

Michelle Schroeder

Senior Vice President of Marketing

Damien Smith

Senior Communications Manager

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"In the beginning, it was like, well, what if we just do this tiny slice of call that's low stakes, low risk, and I can protect the customer experience and my brand reputation. To right now, where we just talked to a prospect a few days ago that said, in less than 5 years, I want to automate 95% of all of my calls."

Michelle Schroeder, Senior Vice President of Marketing

"The further you get from the expectation that you're going to have a human interaction, the more successful the automation is likely to be."

Michelle Schroeder, Senior Vice President of Marketing

"It's very likely in the future that the modality by which you're receiving support for example, or you're experiencing an automated call, will not be expected to be human. So once that transition happens, you don't get that missed expectation anymore."

Michelle Schroeder, Senior Vice President of Marketing

"Once you do have good experiences, once you do realize like well I wasn't on hold at all, and I got access to the answer, I got the thing that I needed. The only thing that's left really to cling to is that feeling that you missed out on a human experience. I don't think that's going to be here in five years, I think people are going to expect that certain things are just automated."

Michelle Schroeder, Senior Vice President of Marketing