Will automation replace an employee
It does not replace a person, it takes the copying of data and the chasing of deadlines off them. Talking to customers, quoting an unusual case and making decisions stay with people.
In a small company the effect is usually that the same person handles more enquiries, not that someone is let go. An hour a day spent copying and reminding disappears, and time appears for the matters that genuinely need attention.
The risk runs the other way. A company that automates the conversation with the customer ends up with artificial contact that customers spot in the first sentence, and which damages the impression more than it helps.
That is why we propose a line: the automation handles what is predictable and verifiable, a person handles everything that needs judgement.
Related topics
Question not covered here?
Write to us, we answer concretely and with no strings attached.