Workforce Automation

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What is workforce automation?

Workforce automation is the use of technology to simplify various tasks and processes within an organization. This can involve a wide range of activities across various industries aimed at improving efficiency, reducing costs, and streamlining processes.

HR professionals play an essential role in identifying opportunities for workforce automation, selecting appropriate tools, and facilitating a smooth transition for employees, ensuring they can focus on more dynamic and impactful work.

Examples of workforce automation

Although the types of workforce automation can vary in organizations, here are a few common examples:

Chatbots and virtual assistants: Tools like chatbots and virtual assistants use artificial intelligence to handle customer inquiries and support issues. They can answer FAQs, process orders, and route complex issues to human agents.
Recruiting: A valuable and popular resource for HR teams are Applicant Tracking Systems (ATS), which automate tasks like job posting, resume screening, interview scheduling, and candidate communication. ATS help streamline the recruitment process, improving efficiency and accuracy of candidate selection.
Agricultural automation: Farms use automated machinery to plant, water, and harvest crops. Drones are also employed to monitor crop health from above, providing data that helps farmers make better decisions about crop management.
Retail kiosks: Automated kiosks in retail stores allow customers to check out without the need for cashier staff. These kiosks can scan items, process payments, and even provide customer assistance via touchscreens or voice responses.

Did you know?

Contrary to common belief, the future of work is not expected to be fully automated. In reality, technology will likely complement human efforts rather than replace them.

As reported by the International Federation of Robotics, very few jobs – less than 10% – are fully automatable. Instead, robots primarily take over tedious, repetitive tasks, allowing human employees to devote more time to complex and significant aspects of their work.

Advantages of workforce automation

Workforce automation can offer significant benefits, such as:

Increased productivity: Automation allows for tasks to be completed more efficiently and quickly, leading to higher productivity levels. This efficiency can result in quicker delivery times and cost savings.
Reduced errors: Automated processes are less prone to errors compared to manual operations, enhancing the accuracy of tasks such as data entry, invoicing, and inventory management.
Better resource utilization: Automation enables businesses to allocate their employees to more critical tasks that require human intelligence, creativity, and emotional understanding, thereby making better use of the unique skills of their workforce.
Safety improvements: Automation can handle hazardous or physically demanding tasks that may pose risks to human workers. By delegating these tasks to machines, businesses can improve workplace safety and reduce the occurrence of accidents and injuries.

Disadvantages of workforce automation

Despite the benefits, there are some disadvantages to consider, including:

Training involved: Using and adapting to automated technology and workflows often requires training. HR teams may need to devote time and resources to training employees on how to use workforce automation software or invest in upskilling initiatives to help them better collaborate with automation tools.
Initial costs and investment: Although automation can save money over time, the initial setup, integration, and maintenance costs can be prohibitively high, especially for small to medium-sized enterprises (SMEs).
Dependency on technology: Over-reliance on technology can make businesses vulnerable to technical failures or cybersecurity attacks. Any disruption in the automated systems can lead to significant operational delays or losses.
Reduced human interaction: Depending on the type of workforce automation implemented, it can lead to less human-to-human interaction between colleagues, customers, and clients. This change may negatively impact team dynamics and customer relationships.

HR tip

To ensure you truly benefit from workforce automation:

Measure the success.

Don’t forget to track essential metrics such as processing times, error rates, reduced costs, and employee productivity.

Share this data with the wider organization to demonstrate the positive impact of automation.

Regular tracking will also help you spot any areas that need changes or optimization.

Workforce automation software

Here are some examples of workforce automation software.

Customer service automation	• Zendesk: Uses AI and automation to streamline customer service processes, including ticketing and customer engagement. • Freshdesk: Provides automation features for managing tickets, dispatching them based on workflows, and using chatbots for initial customer interactions.
Marketing automation	• HubSpot: Offers an entire suite of essential marketing tools for email marketing, social media scheduling, and marketing analytics. • Mailchimp: Primarily focused on email marketing automation, allowing users to create targeted email campaigns, subscriber list management, and campaign tracking.
Human Resource Information Systems (HRIS)	• Workday: A cloud-based HRIS platform that automates key tasks like payroll processing, managing employee benefits, onboarding, and performance management. • SAP SuccessFactors: A comprehensive cloud-based suite that offers tools for payroll automation, time tracking, recruiting, onboarding, and enhancing employee experience and engagement.
Payroll automation	• ADP: Known for its payroll services, it also provides comprehensive global human capital management (HCM) solutions. • Paychex: Offers payroll and HR solutions, including payroll processing, retirement services, insurance, and fully integrated HR solutions.

Implementing workforce automation: Best practices for HR

What is the best way for HR professionals to implement workforce automation? Follow these best practices:

Assess your organization’s needs: Before implementing any automation solutions, it’s crucial to assess the organization’s needs thoroughly. Identify which processes are time-consuming or error-prone and could benefit from automation. This could include tasks like payroll, employee onboarding, performance reviews, or scheduling.
Choose the right software: Once needs are identified, the next step is to select the right automation tools that align with the organization’s goals. This involves evaluating different technologies for their features, scalability, compatibility with existing systems, and user-friendliness.
Perform a trial run: Once you’ve narrowed your choices for workforce automation software, compare it with others. Make use of any free trials available so that you are sure your chosen solution performs well compared to others on the market.
Decide on a training plan: Provide comprehensive training and support to ensure all users are comfortable and proficient with the new technology. This might include hands-on workshops, online tutorials, and steady support channels to address any questions or issues that arise.
Don’t forget the human element: Automation in the workforce shouldn’t replace personal interaction. It’s crucial to maintain connections for complex situations that need a human touch. Regularly monitor to ensure there is no negative impact on team dynamics, customer service, and client relationships.

When choosing automation software, think long-term. Assess their scalability and adaptability to support your organization’s future workforce needs. Choose solutions that not only integrate into your existing HR systems but also provide ongoing updates to keep up with emerging technologies, such as cloud-based solutions. Taking these steps will help you avoid costly software changes.