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Automation Trends 2024

17 January 2024

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In this ever-developing era, automation technology has become a main pillar in the business world, especially in the field of customer experience. In 2024, we witness a significant evolution in automation trends that will not only change the way companies operate, but also change the customer experience landscape as a whole. This article will discuss some of the main automation trends that will have a direct impact on customer experience in 2024.

Generative AI + Intelligent Automation
One of the most interesting trends in 2024 will be the combination of generative artificial intelligence (Generative AI) and intelligent automation. Generative AI allows systems to automatically generate new content based on previously learned patterns and data. When this technology is combined with intelligent automation, the result is a solution that is able to understand, respond to, and even predict customer needs with greater precision. In the context of customer service, this means a more personalized and adaptive experience for each customer.

Hyperautomation in Customer Service
Hyperautomation, which involves the use of various automation tools and technologies to increase efficiency and productivity, is key to improving customer service. In 2024, companies will increasingly adopt this concept in their customer service strategies. From automated call management to fast customer problem resolution via chatbots, hyperautomation ensures that every stage of customer interaction is automated to improve speed and quality of service.

Low-Code/No-Code Automation
The importance of speeding up the automation process without having to involve experienced developers is increasing. In this case, the concept of low-code/no-code is becoming increasingly dominant. With a low-code/no-code platform, even people without a deep technical background can design and implement automation processes. This will open the door for more people within the organization to contribute to implementing automation without having to rely on a limited IT team.

RPA Governance and Standardization Will Be Prioritized
As automation becomes increasingly integrated into business operations, it is important to ensure that the use of Robot Process Automation (RPA) is well managed and conforms to certain standards. In 2024, companies will prioritize RPA governance and standardization to avoid potential problems, such as process redundancy or regulatory incompatibility.

Automation will Transform Remote and Hybrid Work
Changes in working caused by the COVID-19 pandemic continue to have an impact in 2024. Automation will play a key role in transforming remote and hybrid work environments. By automating routine tasks, workers can focus on more complex and creative tasks, increasing overall productivity.

Augmented Reality (AR) and Virtual Reality (VR) Technology for Customer Interaction
The use of AR and VR will continue to grow to increase customer interaction. Companies can use this technology to provide visual guidance on product use, virtual customer training, or even to enrich the online purchasing experience.

Increased Security with Blockchain Technology
In the context of automation, the use of blockchain technology will increase to ensure data security and integrity. This becomes especially crucial when automating processes involving the exchange of sensitive customer information.

Looking ahead, the future of automation looks to be growing. Technologies such as Quantum Computing, Internet of Things (IoT), and 5G will be key drivers in the development of more advanced automation. Companies need to prepare themselves to adopt this technology to remain competitive in an ever-changing market. By continuing to incorporate artificial intelligence, more integrated automation, and the latest technology solutions, we can anticipate that the customer experience will continue to evolve and become increasingly personalized, efficient, and innovative. Contact for further discussion regarding your company's customer service automation.

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