​Understanding "Higher Value" Tasks: What Do They Really Mean?

The more you embrace automation, the easier it becomes to redirect your front-line workers towards "strategic" tasks. But what makes one task more valuable than another, and why is the "human touch" still crucial in the age of AI? Here’s our perspective.

You’ve likely heard it countless times:

- "Technology solves problems."

- "Investing in technology is the key to efficiency."

- "Digitalize and automate everything to stay competitive."

These statements are so pervasive that they might echo in your head like a catchy jingle. But have you ever paused to consider how these technologies actually solve your problems or improve your operations? Do you fully grasp why digitalization and automation are necessary? More importantly, how often do you think about the impact these "solutions" will have on your employees?

It’s easy for tech companies to tout the benefits of technology in freeing up workers’ time for "higher value" tasks. But what exactly does that mean? What makes one task "higher" in value compared to another? And who decides which tasks should be performed by humans versus machines or AI?

As a manager, you might feel responsible for directing your employees' tasks, and that’s true to an extent. However, both your employees and customers play a significant role in defining what tasks are truly valuable.

Here are three key areas where human involvement remains essential, even as technology advances:

1. Prioritizing Human Interaction: Customer service is the lifeblood of business success. According to a Gartner survey from six years ago, exceptional customer service—not price or product quality—often determines business success. Despite advancements in AI, many customers still prefer interacting with a real person, especially when they need personalized, immediate assistance. That’s why human involvement in customer service is irreplaceable. A bot might provide the right information, but it can’t replicate genuine empathy. Additionally, studies show that 86% of customers are willing to pay more for a superior customer experience. So, it’s clear that the human touch remains a "higher value" task.

2. Revenue Generation: Ultimately, the focus should be on tasks that directly impact the bottom line. For example, front-line workers who can upsell at the point of sale or expedite returns can significantly influence revenue. In healthcare and service industries, every minute spent helping patients or clients is time well-spent, as it not only enhances service delivery but also fosters customer loyalty and recommendations. Therefore, when evaluating the ROI or TCO of a technology investment, consider how it can free up your team to focus on revenue-generating activities.

3. Handling Complex Problems: While technology can automate many processes, it can’t replace human cognition and problem-solving skills. As automation increases, the complexity of tasks left for humans to manage also increases. It’s crucial to prepare and upskill your workforce to handle these complex tasks effectively. This preparation might involve training them to work alongside advanced technologies like AI.

Beyond these practical considerations, there’s another significant benefit to focusing on higher value tasks: employee well-being. Workers who are relieved of monotonous, repetitive tasks are likely to be more satisfied and engaged in their jobs. Technologies like machine vision systems, autonomous mobile robots, and AI-powered tools can take on these repetitive tasks, allowing employees to focus on work they find fulfilling.

No matter how much your business relies on technology, it’s ultimately powered by people. Even in a digitalized, automated world, human involvement is essential in areas like customer service, decision-making, and problem-solving.

If you’re unsure what "higher value" tasks your front-line teams should focus on, consider speaking with our experts who can provide insights specific to your industry. The future of work will be a blend of technology and human expertise, with each playing a critical role in your business's success.