Ever experienced the painful feeling of asking Alexa, Siri or Google to set a timer? It often goes a bit like this, ‘Hi Alexa, set timer for 5 minutes please’, ‘Sorry I didn’t understand what you just said'. By which time, you’re reaching for your phone to set the timer yourself...
Well, I think 2021 has taught us that sometimes automation is actually a barrier to success, and it can make us lazy.
Not all processes become simpler or better when we automate them, and the power of personalisation and human voice are two things that work better the old school way. This doesn’t mean that we’ll be waving goodbye to our beloved robot friends in 2022, but I do think we’ll be using them differently. There’ll be less getting stuck in the endless cycle of ChatBot loops, and more brands will be employing people, not machines, to be the voice of their business.
Failing that, companies will be investing big in tech to prevent growing customer frustration. Brand loyalty isn’t what it once was, and if there’s a better service elsewhere people won’t second guess that move. The same applies for your employer brand.