{"id":14547,"date":"2021-01-26T11:01:39","date_gmt":"2021-01-26T10:01:39","guid":{"rendered":"https:\/\/www.topdesk.com\/da\/?p=14547"},"modified":"2025-01-08T13:01:58","modified_gmt":"2025-01-08T12:01:58","slug":"digital-workforce-i-servicedesken","status":"publish","type":"post","link":"https:\/\/www.topdesk.com\/da\/blog\/digital-workforce-i-servicedesken\/","title":{"rendered":"Digital workforce: overtager den servicedesken?"},"content":{"rendered":"

Da du var barn, havde du et fantasifuldt sind, der skabte enest\u00e5ende verdener. For nogen handlede fremtiden f.eks. altid om selvk\u00f8rende biler og Gotham City-lignende metropolitter. Eller robotter. 2001-filmen A.I. kunstig intelligens, af Steven Spielberg viser den futuristiske verden. Filmen skildrer det sene 22. \u00e5rhundrede. I dag bombarderes vi af endnu flere A.I-relaterede ting. Et af emnerne er digital workforce.<\/strong><\/p>\n

Digital workforce<\/h2>\n

Den digitale workforce (dansk: digitale arbejdsstyrke) er en samling af ‘software-robotter’, der underst\u00f8tter og styrker det arbejde, mennesker udf\u00f8rer. Det arbejde, robotterne udf\u00f8rer, erstatter dybest set menneskers indsats. Antallet af fejl er bare meget lavere. Desuden er robotterne b\u00e5de hurtigere og mere effektive. De bliver ikke syge og tager aldrig p\u00e5 ferie. Og op- og nedskalering bliver lettere, uden at de personlige f\u00f8lelser kommer i spil.<\/p>\n

En anden fordel ved at arbejde med robotter er deres konsistens. Mange organisationer s\u00f8ger altid at strukturere deres processer. M\u00e5let med arbejdet med processer er at garantere den konstante kvalitet af ens services, uanset leverand\u00f8ren. Imidlertid kan mennesker nogle gange v\u00e6re mindre motiverede, hvilket kan medf\u00f8re fald i kvaliteten af de services, din organisation tilbyder. P\u00e5 trods af at man f\u00f8lger processerne. Det problem har man ikke med robotter. Konsistens er n\u00f8glen for dem.<\/p>\n

Er det enden p\u00e5 den menneskelige servicedesk?<\/h2>\n

Er robotter en god nok grund til at sk\u00e6re din serviceafdeling ned til det halve? Medf\u00f8rer de, at du kan n\u00e5 det samme resultat og kvalitetsniveau med halvdelen af din arbejdsstyrke? Nogle virksomheder overvejer faktisk den vej eller forf\u00f8lger den endda. Som servicedesk-medarbejder, er det en skr\u00e6mmende udvikling. Men er den digitale workforce virkelig vejen i det lange l\u00f8b?<\/p>\n

Personligt mener jeg, at du skal sigte mod service excellence. Og efter min mening er det kun mennesker, der kan levere det.<\/p>\n

Det er rigtigt, at kvaliteten af den leverede service kan variere med hver enkelt person. Jeg tror dog, at services kun kan overg\u00e5 forventningerne ved at udnytte fordelene ved menneskelig interaktion. \u00c9n ting, som en robot ikke kan have, er \u00e6gte empati. Mennesker er stadig de eneste, der kan justere deres servicelevering, s\u00e5 den passer til kundens f\u00f8lelsesm\u00e6ssige behov. N\u00e5r man forst\u00e5r, at kunden har haft en h\u00e5rd dag, kan man f.eks. levere sin service med ekstra omhu.<\/p>\n

Derfor er mennesker stadig vigtige for at kunne levere en fremragende serviceoplevelse. Fremtiden for ans\u00e6ttelsen af servicemedarbejdere kan dog blive en smule anderledes. N\u00e5r du interviewer nye kandidater, skal du sandsynligvis fokusere mere p\u00e5 deres grad af empati. Kan de forst\u00e5 kundernes situation godt nok til at tilpasse levering af servicen til deres individuelle behov? Frank Smit, Chief Innovation Officer hos vores partner OBI4wan, forklarer, hvad chatbots er, og hvilke processer du kan (og ikke kan) bruge dem til.<\/p>\n

\u00c9n plus en er tre<\/h2>\n

Den digitale workforce i servicedesken erstatter ikke servicedeskens personale i den n\u00e6rmeste fremtid. Vi b\u00f8r ikke betragte robotter som en erstatning for mennesker, men betragte robotterne som en styrkelse af dem. Den digitale workforce b\u00f8r overtage de kedelige og tilbagevendende opgaver og frig\u00f8re tid, s\u00e5 menneskerne kan fokusere mere p\u00e5 kundernes individuelle behov.<\/p>\n

Sammenlagt, kan robotterne effektivt identificere l\u00f8sninger p\u00e5 en kundes problem. S\u00e5 de hj\u00e6lper servicedeskens medarbejdere i deres fors\u00f8g p\u00e5 at hj\u00e6lpe kunden. Det handler om at forene den digitale workforce og servicedesken og dermed sikre, at servicedeskens medarbejdere kan g\u00f8re forskellen ved leveringen af servicen. N\u00e5r du implementerer en AI-l\u00f8sning s\u00e5dan, s\u00e5 kommer du et skridt t\u00e6ttere p\u00e5 service excellence.<\/p>\n","protected":false},"excerpt":{"rendered":"

Da du var barn, havde du et fantasifuldt sind, der skabte enest\u00e5ende verdener. For nogen handlede fremtiden f.eks. altid om selvk\u00f8rende biler og Gotham City-lignende metropolitter. Eller robotter. 2001-filmen A.I. kunstig intelligens, af Steven Spielberg viser den futuristiske verden. Filmen skildrer det sene 22. \u00e5rhundrede. I dag bombarderes vi af endnu flere A.I-relaterede ting. Et<\/p>\n","protected":false},"author":379,"featured_media":16717,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"_searchwp_excluded":"","inline_featured_image":false,"editor_notices":[],"footnotes":""},"class_list":["post-14547","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry"],"acf":{"blog_author":17394,"blog_hubspot_cta_link":"","toc_display":"compact","blog_promotion_overwrite":false,"blog_promotion":false},"yoast_head":"\nDigital workforce: overtager den servicedesken?<\/title>\n<meta name=\"description\" content=\"Kan den digitale workforce erstatte servicedesken? Og hvad kommer AI til at betyde for menneskerne i servicedesken? 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