Introduction
Very practically a digital workforce to me means
flexibility and scale. Whether it’s rapid adoption or
utilization of a new feature, or simply scaling a
process to account for fluctuations in our overall
load, well designed digital workforce solutions
can handle these challenges without being a
blocker to, or being blocked by, human resources.
In a single word, massive, and we’ve only just
started to scratch the surface of what we’re likely
to see over the next 5-10 years. Even today we’ve
been able to integrate some of these intelligent
tools to facilitate handling more complex and
higher-value tasks. While a bulk of what we do
today still heavily relies on rules-based setups, a
significant portion of the research and testing our
team does is focused on intelligent tools/
integrations for our processes because the
potential impact is so high.
