Automation isn’t always a brand new idea. While cutting-edge examples consist of making bread, manufacturing motors, or copying files, a few scholars say its earliest bureaucracy date as some distance lower back as two thousand years. Despite this long history, automation continues to be mired in controversy. While some say it’s for doing away with jobs, others consider its upward push does now not mean the stop of work. Regardless of 1’s opinion, it’s disrupting industries and affecting business.
My enterprise ServiceNow these days held its annual Knowledge 2019 consumer convention in Las Vegas. It’s a great event in which over three-quarters of the periods are presented via customers, sharing their adventure the use of the skills of the Now Platform, consisting of the Customer Service Management product. Many of their tales included the use of automation, and in unexpected ways, the now not handiest simplified work for the customer support workforce. However, they also helped supply faster solutions and comfort to clients. Here are three such memories.
Virgin Trains
Virgin Trains offers long-distance passenger services on the West Coast Main Line between London, West Midlands, North West England, North Wales, and Scotland inside the United Kingdom. Its carrier connects six of the most prominent international locations: London, Birmingham, Manchester, Liverpool, Glasgow, and Edinburgh. One of the most critical demanding situations in the rail enterprise (if now not journey in general) is delays. Those disruptions are frustrating to customers and personnel alike: passengers pass over connections or arrive at locations past due, even as employees ought to scramble to get passengers returned on the right track (pun meant). When disruptions occur, the Virgin Trains’ workforce now uses an app internally to orchestrate all of the vital strategies. Passengers with animals, bicycles, or disabilities are calculated, and a suitable wide variety of groups of workers are dispatched to the teacher to help with disembarking or making connections.
