New Technologies and the Business Office

old robotI often write about new technologies that are just over the horizon.  Today I thought it would be interesting to peek ten years into the future and see how the many new technologies we are seeing today will appear in the average business office of a small ISP. Consider the following:

Intelligent Digital Assistants. Within ten years we have highly functional digital assistants to help us. These will be successors to Apple’s Siri or Amazon’s Alexa. These assistants will become part of the normal work day. When an employee is trying to find a fact these assistants will be able to quickly retrieve the needed answer. This will be done using a plain English voice interface and employees will no longer need to through a CRM system or do a Google search to find what they need. When an employee wants a reminder of where the company last bought a certain supply or wants to know the payment history of a given customer – they will just ask, and the answer will pop up on their screen or be fed into an earbud or other listening device as appropriate.

Telepresence. It will start becoming common to have meetings by telepresence, meaning there will be fewer face-to-face meetings with vendors, suppliers or customers. Telepresence using augmented reality will allow for a near-real life conversation with a person still sitting at their own home or office.

Bot-to-Bot Communications. The way you interface with many of your customers will become fully automated. For instance, if a customer wants to know the outstanding balance on their account they will ask their own digital assistant to go find the answer. Their bot will interface with the carrier’s customer service bot and the two will work to provide the answer your customer is seeking. Since there is artificial intelligence on both sides of the transaction the customer will no longer be limited to only asking about the few facts you make available today through a customer service GUI interface.

Self-Driving Cars. At least some of your maintenance fleets will become self-driving. This will probably become mandatory as a way to control vehicle insurance costs. Self-driving vehicles will be safer and they will always take the most direct path between locations. By freeing up driving time you will also free up technicians to do other tasks like communicating with customers or preparing for the next customer site.

Drones. While you won’t use drones a lot, they are far cheaper than a truck roll when you need to deliver something locally. It will be faster and cheaper to use drones to send a piece of electronics to a field technician or to send a new modem to a customer.

3D Printing. Offices will begin to routinely print parts needed for the business. If you need a new bracket to mount a piece of electronics you will print one that will be an exact fit rather than have to order one. Eventually you will 3D print larger items like field pedestals and other gear – meaning you don’t have to keep an inventory of parts or wait for shipments.

Artificial Intelligence. Every office will begin to cede some tasks to artificial intelligence. This may start with small things like using an AI to cover late night customer service and trouble calls. But eventually offices will trust AIs to perform paperwork and other repetitive tasks. AIs will take care of things like scheduling the next day’s technician visits, preparing bank deposit slips, or notifying customers about things like outages or scheduled repairs. AIs will eventually cut down on the need for staff. You are always going to want to have a human touch, but you won’t need to use humans for paperwork and related tasks that can be done more cheaply and precisely by an AI.

Robots. It’s a stretch to foresee physical robots in a business office environment in any near-future setting. It’s more likely that you will use small robots to do things like inspect fiber optic cables in the field or to make large fiber splices. When the time comes when a robot can do everything a field technician can do, we will all be out of jobs!

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