Of course, the application of the DIGITALL stack will not be limited solely to customer service — it is potentially deployable in any area of human-to-human non-in-person interaction: seeing a doctor, consulting with a tax accountant, watching the news, receiving your annual work progress evaluation …
With an appreciable dose of human oversight and governance, machines will begin to write as well as humans and without any of the costs and complications of humans … and talk better than humans and look better than humans and work all of the time (and not be worried about COVID) … and get better and cheaper every day, and not need to be housed in expensive real estate in expensive cities. When more and more of our life and work is online so that the human advantage of presence and reality has diminished — it’s then that the promise and benefits of a DIGITALL stack will begin to become more and more apparent. That point is almost here.
A new stack means a new set of roles and rules — rules that will be key to your organization’s future in the years ahead, based on dramatically lower costs (the largest cost on most balance sheets is employee salaries), dramatically higher net promoter scores (contact your own organization’s customer service desk under a pseudonym; afterwards, ask yourself (honestly) would you recommend that organization to your significant other?) and very dramatically faster processing times (“the loan you applied for a moment ago, Madam, has just been approved”).
The new DIGITALL stack is at an early stage of its S-curve lifecycle. Outsized rewards will come to those organizations that understand this new paradigm and act to operationalize it, at scale, judiciously. With the imperative of not letting a crisis go to waste, and with the objective of deploying technologies that will withstand the next black-swan event just around the corner — recalling the famous maxim, “life is just one damn thing after another” — the DIGITALL stack will prove important after the virus and far beyond.
Ben Pring is Managing Director of the Cognizant Center for the Future of Work..See full bio..