The (Real) Impact of Automation

Are the robots really coming for our jobs? We've heard this concern raised more than a few times over the last couple of years.

Many of those employed by companies in the manufacturing, retail, and foodservice industries are all asking the same question: "If a robot replaces my job as X, where does that leave me?" Unfortunately, most folks don't have a good answer to that question. As a result, we are starting to see growing opposition to the introduction of artificial intelligence and automation in the workforce.

However, the real impact of automation should instill hope for better future, not fear for a lack of one.

Impact #1: Automation can enable teams to focus on more important tasks.

In a recent conversation that I had with a CIO of a national restaurant chain, we were discussing kiosk technology and the way that it was impacting the jobs of the employees that traditionally took customer orders behind the counter. He mentioned that kiosk technology, which automates the order taking process, has freed up his team to focus more on the guest experience and on cooking high-quality food.

This technology allowed his company to "work smarter and more efficiently as to increase the guest experience while not affecting our most valuable asset, our employees."

At this chain, automation didn't cause the existing employees to lose their jobs, it empowered them to play a more important role in the company. Additional costs incurred by supporting both traditional employees and automation technologies were easily offset by a noticeable increase in the overall production throughput of the restaurant.

Impact #2: The focus shifts from employee productivity to employee development.

With automation technology making an entrance, more redundant and menial tasks are being removed from the list of employee responsibilities. In their place, additional on the job training and autonomy allows employees to grow and develop into high performing contributors and team leaders.

Dan Gizzi, VP of Business Development at Learning Tribes offered a good perspective on this impact in an article on MarTech Advisor:

"As humans, we have the ability to adapt and learn faster than the technology we create - so what could happen if contact center agents stopped answering questions about billing statements, and instead focused on improving language processing for voice-assisted chatbots to accommodate for an increasingly diverse customer base?"

Impact #3: Robots will handle the dangerous jobs.

We regularly hear horror stories about on the job accidents in manufacturing or other accident-prone industries that result in loss of limb or life for fathers, mothers, sons, or daughters. With automation technology, we humans can stand at a safe distance, supervising, as a robot or other automated tool loads a shipping container, fixes a manufacturing jam or defuses a bomb. Human life is too valuable to be lost on a task gone wrong; let the robot take the risk.

As a result, automation is already playing a big role in high-risk jobs and will continue to increase in popularity and usage over the next 3 - 5 years. According to research performed by Navis on automation in the ocean cargo sector:

• 20 percent of respondents are already fully automated and 13 percent are investigating this option;
• 37 percent already have process automation and 40 percent are investigating this option;
• 21 percent already have automated equipment and 24 percent are investigating this option;

The world is undeniably changing due to automation, but I'd argue that it is changing for the better.

Need help identifying the right automation technology strategy to empower your teams? Give us a shout.

About the Author:

George Orlin is the Chief Operating Officer for Intelligent Transactions. He has over ten years of experience in helping retail brands drive brand engagement through the implementation and usage of software, process, and culture.

As a co-founder of several QSR-focused SaaS software startups, George has worked with many international and domestic restaurant brands to drive ROI and business results through the implementation of user-centered technology.

Intelligent Transactions is a technology consultancy with a track record of helping mature brands take back the controls to their enterprise technology architecture by crafting future-proof technology strategies.

Feel free to reach out to George by messaging him on LinkedIn or emailing him at [email protected]