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Start your automation journey to improve employee experience

Companies that invest in employee experience are four times more profitable

“Employee Experience (EX) is a sum of everything an employee experiences throughout his or her connection to the organization — every employee interaction, from the first contact as a potential recruit to the last interaction after the end of employment.”

Denise Lee Yohn, author of FUSION: How Integrating Brand and Culture Powers the World's Greatest Companies

Improving employee experience (EX) is becoming a top priority. EX can be seen as one of the most crucial competitive advantages for organizations. Studies show that companies investing in employee experience are four times more profitable than those that don’t. Likewise, the growth and development experienced by employees are significantly better than that of competitors.

Enhance employee experience through automation

In our daily jobs, we all juggle a mix of repetitive and creative tasks. We get bored with the mundane, wishing we could focus on more valuable tasks. Automation enables employees to concentrate on these higher-value tasks by creating time to do more creative and innovative activities.

In addition, automation helps when things get very complex and there’s lots of information to be processed. Humans are incredibly slow to react to dynamic situations compared to machines, but humans are better at lateral thinking and proactive decision-making based on limited or incomplete information. Automation complements humans by doing routine tasks, analyzing large data sets to discern trends and provide insights, and quickly prioritizing and reacting when things go wrong. Automation provides an intelligent assistant for employees.

Automation will enable operators to move from being network-centric to customer-centric. Today much of their operational workforce focuses on keeping the network running, but they are gradually being freed up to focus on tailoring services to customers and creating new innovative offers. In this way, the automated network will become a platform for enabling greater creativity and happier employees and customers.

Automation is a journey taken step by step

Automation is not a feature you deploy one day and then you’re done. It’s a journey.  The automation journey has phases similar to planning a vacation. The starting point is to ask why you want to go on a vacation. Only then can you start to plan the trip. You probably have in your mind some places you want to go.  When the destination is locked, the next question is what to bring in your bag. Only during your trip do you find out for sure if the vacation was successful.

In the automation journey, the first step is to identify which processes are likely to bring the most benefits when automated. Once determined, then the preparation, risk mitigation and solution selection can start. Only then are you ready to implement the solution and start seeing the results.

From reactive to proactive automation

Reactive automation processes react to the past rather than anticipating the future.  Proactive automation acts before a situation becomes a crisis. But both of these require some measure of intelligence to be paired with them to be truly effective.

Nokia’s reactive automation and AI-driven solutions give useful information to different departments, for example, customer care, IT and engineering teams.  These solutions augment human operations, increase efficiency and reduce issue resolution times. Nokia’s AI-driven network performance solution allowed a North American operator to rapidly detect and respond to over 70% of new failure scenarios. A Middle East operator improved issue resolution by 80 percent.

Proactive, AI-driven automation solutions generate insights and recommendations for operators, for example, to predict network degradations in advance.  These solutions deal with issues before they happen to improve quality and reduce customer complaints. Using Nokia’s proactive, AI-driven solution, a European operator was able to proactively address issues, thereby reducing customer support calls.  They were also able to resolve multiple issues in a single intervention, creating efficiencies in their troubleshooting processes. Field staff received correct or helpful diagnosis in 95% of cases. Another European operator was able to manage the large volume of inbound calls arising from home Wi-Fi issues. They improved visibility into home-based networks in order to provide recommendations proactively and resolve issues. First-call resolution was improved by upwards of 90 percent.

Automating repetitive tasks and proactively predicting issues before they occur directly improves profitability and employee productivity, but it also has other indirect benefits. Increased job satisfaction and employee happiness are probably the greatest of these indirect benefits. Happier employees tend to work harder, work better together in teams, and stay with the company longer. Keeping employees in mind when choosing solutions can make all the difference to business performance.

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Tina Kohonen

About Tina Kohonen

Tina's strength is around Nokia Software's Insights and Analytics portfolios, which include AI/Analytics, customer experience analytics for network and business and network-driven insights. Tina is an enthusiastic and digitally savvy marketer, who can think and act from a customer’s perspective. She is eager to upskill her digital knowledge to keep up with faster-paced technology.

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