| |July 201819CIOReviewtheir preference of the channel, companies providing cus-tomer service should ensure that the conversations con-ducted on one channel are integrated seamlessly with the next channel. Broken or fragmented conversation between different channels can cause greater customer dissatisfac-tion than not having that channel live for customers.d) Government: The other major factor, which has led to the advancement of these interaction technologies in India, is the initiatives undertaken by the government to take India to the digital era. The `Digital India' move-ment, launched by the Indian government, is opening doors to engage digitally with its citizens. Right from is-suing aadhar cards and PAN cards to providing disaster management updates, various government services have taken the digital route.A question that will arise in everyone's mind is­ can digital employees and AI help build customer loyalty in a country like India, where customers always believe in per-sonal touch? Indeed, chatbots are the underlying compo-nents behind emerging concepts such as digital employ-ees. These bots are capable of conversing over text, and messaging apps as well as voice, offering consumers ease and flexibility. Secondly, India is a back-office hub for many global processes. A digital employee can effectively ease call volume from skilled workforce, whose time can instead be invested in completing productive tasks than the regular mundane tasks. The highly qualified, aspira-tional, trained workforce can be a part of a more complex decision-making role, which presents them with greater responsibilities, gives them job satisfaction and creates greater value to the enterprise. This was envisioned by the Indian government and thus, the Skill India initiative was launched. Such initia-tives encourage people to develop varied skillsets, ena-bling them to become a part of the ever-disruptive eco-nomic growth where technology plays role of an enabler. The combination of powerful technologies such as digital employees, cloud, AI and so on, along with a large, skilled population, can help increase productivity, improve effi-ciency and alter how services are delivered thus providing faster growth to the country.Digital employees cannot just be leveraged for the cus-tomers, but can also be utilized by corporations to auto-mate their internal processes. Organizations can adopt a holistic approach and create a digital workspace for their employees, wherein digital employees can offer greater value to the organization, by reducing costs and provid-ing greater productivity and flexibility to its employees.I feel that India is one of the best markets that can swiftly adopt the emerging digital concepts such as digi-tal employee. The organizations are already on the path to adopting an efficient interaction method between em-ployees and automated systems. This is soon going to be commonplace as employees make resolve complex cus-tomer queries and the automation software conducts the remaining menial processes. Globally, the concept of digital employee - conversational and artificial intelligence (AI) is growing at an astronomical rate
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