The Human Side of Automation

What do silk flowers, stamped signatures, and LED candles have in common?

They have their place and they can’t pass for the real thing.

Relying on automation for customer and team interactions is similar.

It also has its place and can’t pass for the real thing.

We can smell a script.

Taste a template.

Feel a façade.

We attempt to humanize our automations by using {insert name here} email templates and we try to automate our interactions with stock phrases like, “How are you?” “Great, how are you?”

Neither cultivates real connection.

Human connection is our cornerstone to trust, credibility, and loyalty. It’s too valuable to be outsourced to an algorithm or machine.

What aspect of your work needs to be reinfused with a human touch?

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