Automation is more in humanifying what really needs human engagement. Automation does not and will not replace human touch and engagement, it simply just made human interaction wiser and efficient by helping cx autonomous on many things and leave human concerns to real humans that no technology can provide such as "care", authenticity and real life solutions. Automation is not the end of human engagement but it is a means to a much meaningful and smart human relationships.

This is a bitter Truth that you might be pursuing Automation in your account to manage Cost and then also ensure you release those Associates resources after automation to avoid landing into the Bench Cost. 1. Make sure you maintain the adequate balance between Cost cutting through Automation and Growth. Keep Growth avenues handy, as you kick off successful Automation Projects, to absorb more work against the released employees. 2. Drive the Change carefully. Communicate the Automation plan well in advance to the Employees. And the newer positions opening up for them elsewhere thereafter. 3. Make sure you have the advance plan of absorbing those resources elsewhere in different account after Automation is accomplished.

To address automation challenges in your BPO team while maintaining the human touch, strike a balance by integrating technology strategically. Use automation for repetitive tasks, freeing team members to focus on complex, empathy-driven interactions. Train your team to complement automated processes with personalized service and problem-solving skills. Regularly review client feedback to identify areas where human intervention adds value. Encourage proactive communication and empathy in all interactions, ensuring clients feel valued. By blending technology with human expertise, you can achieve efficiency without compromising the quality of customer relationships.