by Sixtus Njoku
The advent of automation has dramatically transformed how businesses interact with customers, profoundly impacting customer experience management. As I’ve observed over time, technology has streamlined processes, amplified efficiency, and recalibrated customer expectations. Automation enables companies to deliver expedited, consistent, and personalized services, oftentimes without necessitating human intervention at every turn.
One of automation’s most significant advantages lies in its capacity to drastically reduce response times. We’ve all endured the frustration of transcribing meetings. AI-powered transcription services can now quickly and accurately transcribe audio and video recordings. Previously, transcription was a manual process that required human transcriptionists. Automation is rapidly obviating these inefficiencies, furnishing customers with swift resolutions and cultivating a deep appreciation for its efficacy. Automation also facilitates personalized experiences on a grand scale. By processing data in real-time, automated systems can predict customer preferences, anticipate potential issues, and proactively address them. This prescient approach fosters a profound sense of being valued, underscoring the notion that innovation, when judiciously applied, can be a powerful catalyst for progress.
However, automation’s ascendancy also raises important concerns. One oft-cited criticism is that automation can lack a personal touch, leaving customers feeling bereft of human empathy. While chatbots and automated systems excel in handling routine inquiries, they often falter when confronted with complex or emotionally charged issues. In such instances, customers crave the nuanced understanding and thoughtful responses that only human interaction can provide.
Thus, businesses must navigate this paradox, striking a delicate balance between automated efficiency and human empathy. The overreliance on automation can also lead to customer fatigue, as the incessant barrage of automated communications can quickly devolve into digital noise.
As emerging technologies like artificial intelligence and machine learning continue to expand automation’s potential, businesses must approach these innovations with intentionality and foresight. Businesses now must confront the existential question: how can we harness the efficiency of technology without sacrificing the empathy that defines us as human beings? The answer lies in striking a balance between the twin imperatives of automation and human connection, fostering a future where technology serves to augment, rather than supplant, the beauty of human interaction.
Founder & CEO, Velara | Healthcare-AI Innovator
Sixtus Njoku is the founder and CEO of Velara, a healthcare AI company building foundational models that automate clinical documentation and reduce clinician burnout.
With a background in Information Systems Management (MSc, University of Bedfordshire) and experience consulting for frontier-tech companies like BoundlessPay, Sixtus brings a unique blend of product vision, technical insight, and grit. He has also served as a panel judge for global innovation honors including the Stevie Awards and Globee Awards.
Sixtus is leading Velara with a mission to transform back-office inefficiencies into smart, automated workflows that give clinicians back their time — and ultimately improve patient care.
sixtus.njoku@velara.io