By Alma Duffey 5/28/2025

Businesses usually focus on the main point of “save time, save money” when it comes to automation, but there are other reasons for it. In no particular order, here they are.

Employee Satisfaction

If a voice bot is able to answer a call before it gets to a live agent, the experience for the employee is just, overall, better. The workforce in general is overworked, and with our economy, budget cuts are requiring businesses to reduce staff. This will lead to more burnout! Giving your employees the tools they need to succeed will greatly reduce this.

For instance, a customer calls a company upset about a product. A voice bot answers and asks some questions to verify and try to solve the problem. If it succeeds, great! If it doesn’t, it can pass along the information to the human and set them up for the customer. Employees will appreciate any information they can get prior to talking to an upset customer, so they know best how to approach the situation.

Customer satisfaction

 Did you know that over 70% of consumers aged millennials and younger, prefer an easy, automated system as opposed to talking to a live person? When you think about it, it makes perfect sense. They grew up with text and email! They don’t see it as impersonal; it’s just more efficient. If a customer is calling your business, there’s a good bet that they have an issue that needs resolution, not a new buddy.

Poor automation can have an adverse effect, of course. If customers get stuck in call tree hell or have difficulty understanding the prompts, this can lead to vendor switching. To avoid this, go with automation experts that will allow you to make changes. Customization is key to customer satisfaction. By tailoring voice automation to customers’ inquiries or concerns, you can stay up to date and keep them happy.

Going Green!

People print backups of backups. We all do it, and a lot of times, it’s necessary. But American paper waste from businesses is an average of 21 million tons a year! The world hasn’t gone completely digital, so to make sure authentic and correct documents are sent and not hacked, we print and mail to whoever might need them. We do the same thing internally if multiple departments need access to the same information, and it’s not digitized. It’s not efficient, but in many cases, it’s the hand we were dealt. Fortunately, there is an alternative to some of that waste. I was doing inventory for years at a company every Tuesday at 5am on a 20-page form with small font.  To make adjustments, common practice was to print it and go through line by line. They got us tablets, and it made a word of difference. Instead of reprinting to check that everything was entered correctly, we could just touch the products and see where the numbers were generated from. We could correct 100 cases of product to 10 by just looking at what was entered into the different locations.

Improved accessibility

About 145 million Americans fall into the categories of disabilities that could benefit from voice automation. The categories were mobility and physical impairments, cognitive impairments, vision impairments, and speech impairments. While not everyone in every category can benefit, a lot of them can. Here’s a quick break down of who they are:

• Dexterity or mobility issues like Parkinson’s or arthritis
• Visual impairments
• Cognitive difficulties due to genetics (dyslexia) or environmental circumstances (stroke)
• Speech like stutters and language impairments caused by things like ALS

This is a very small list of examples of how people with disabilities can benefit. Hopefully, this will lead to more people adapting voice automation in the future.

There are other reasons for making the switch, but they mostly focus on the well-known time and money aspects. We just wanted to shed some light on the other great things automation can bring to an organization. Subscribe to our newsletter to keep up with our startup!

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