Skip to main content

Automations

Learn how to automate your business processes with Actioner.

Choosing the right tasks to automate in your business processes​

Automating your business processes is a decision that requires careful consideration, and the type of task at hand can play a significant role in determining whether automation is appropriate. Below are some factors to consider when deciding which tasks to automate:

  • Repetitive tasks: Automating tasks that are done repeatedly can lead to significant time savings over the long term.
  • Dependent tasks: When a specific action needs to be taken after a particular event in one of your tools, automation can help by quickly detecting the trigger event and executing the predetermined task.
  • Predictable tasks: If a task needs to be completed in a specific manner at a specific time, it may be wise to automate it.
  • Simple tasks: Tasks like copying and pasting data between systems or manually entering data into an application do not typically require critical thinking and are ideal candidates for automation.
  • Tedious tasks: Time-consuming tasks can be frustrating for your team. One way to alleviate this burden is by implementing either full automation or human-in-the-middle workflows.
  • Critical tasks: Even if a task seems relatively simple, it may be crucial to your business. Automation can help avoid human errors in the process.

Human-in-the-middle automations​

Human-in-the-middle automation refers to a type of automation where humans are involved in certain steps of a process alongside automated systems. This approach involves incorporating human intervention at certain stages of an automated process and combines the strengths of automation (speed, consistency, scalability) with human judgment and decision-making skills, leading to improved efficiency and accuracy in business processes.

In this approach, automated systems handle the majority of the tasks, while humans are involved in specific steps that require their unique skills, judgment, and decision-making abilities.

For example, in a customer service chatbot, the bot can handle initial customer inquiries and provide relevant information or support. If the customer's request is more complex or requires a human touch, the chatbot can transfer the conversation to a human customer service representative, who can then take over the interaction. This approach combines the efficiency and speed of automation with the empathy and problem-solving skills of a human representative.

The human-in-the-middle approach can be particularly useful for processes that involve complex decision-making, creative problem-solving, or subjective judgment calls. It can also be helpful when automation is not yet advanced enough to handle certain tasks or situations, such as natural language processing or nuanced decision-making.

By incorporating human intervention into automated processes, businesses can achieve higher accuracy, faster turnaround times, and improved customer satisfaction.

Human-in-the-middle vs full automation: Choosing the right approach for your business​

Human in the middle and full automation are two approaches to automation that businesses can use to optimize their processes.

Full automation refers to automating a task or process completely, without human intervention. Once the automation is set up, it runs automatically, and no human input is required. Examples of full automation include automatically processing and responding to customer inquiries, generating reports based on predetermined criteria, and automatically scheduling routine maintenance tasks.

On the other hand, human in the middle automation involves using technology to automate routine tasks, but also including a human component to handle exceptions or edge cases. The human component can intervene in the automated process as needed to provide additional guidance, support, or expertise. Examples of human in the middle automation include routing complex customer inquiries to human support agents, using chatbots with a human escalation feature, and incorporating a human review step in an automated approval workflow.

The choice between human in the middle and full automation depends on the nature of the process and the desired outcome. Full automation can be more efficient and cost-effective for routine, repetitive tasks that follow a predictable pattern. However, full automation may not be appropriate for tasks that require nuanced decision-making, flexibility, or human judgment.

Human in the middle automation can provide a balance between efficiency and human involvement, allowing businesses to automate routine tasks while still providing personalized support to customers or employees when needed. It is often a good choice for tasks that involve complex decisions or require a high level of expertise or customer service.

Use Actioner to leverage automations in Slack​

Customer support​

With Actioner in Slack, automated replies can be sent to handle initial customer inquiries and provide or request basic information. When a customer's request is more complex, Actioner can route the conversation to a customer support agent who can take over the interaction by clicking on the "Assign" button provided in the Slack notification. In case the issue needs further invesatigation of the development team, the agent can then run "Escalate" workflow. This triggers a form in Slack, where the agent can fill out relevant details about the customer's issue, the support request, and any other necessary information needed to resolve the issue

HR processes​

Actioner workflows can be used to automate various HR processes such as employee onboarding, time-off requests, and performance reviews. With Actioner, notifications can be sent to relevant HR personnel when a new employee joins the company or when an employee requests time off. The HR representative can then click the button on the notification to trigger the corresponding workflow in Actioner. If the workflow requires additional input, a form is opened in Slack, prompting the HR representative to fill out related fields. This can include information about the employee's start date, personal information, time-off details, and other relevant information.

Sales teams​

Actioner can be used to automate lead capture, lead scoring, and follow-up tasks in Slack. When a lead needs personalized attention or is ready to make a purchase, a sales representative can take over the conversation by clicking the "Take ownership" button provided in the notification. The representative can then run the workflow related to the lead, and if the workflow requires additional input, a form is opened in Slack, prompting the representative to fill out related fields. This can include information about the lead's interests, purchasing behavior, and other relevant details.

Project management​

With Actioner in Slack, project management tasks such as task assignment, progress tracking, and deadline reminders can be automated. When a team member encounters an issue or needs guidance on a task, they can click the button provided in the notification to run the corresponding workflow in Actioner. If the workflow requires additional input, a form will be opened in Slack, prompting the team member to fill out related fields. This can include information about the task, progress made so far, and any other relevant details.

Social media management​

Actioner can be used to automate social media posting, monitoring, and reporting in Slack. When a social media post requires human intervention, such as responding to a customer comment or handling a crisis situation, a social media manager can step in to manage the situation by clicking the button provided in the notification. The manager can then run the workflow related to the social media post, and if the workflow requires additional input, a form will be opened in Slack, prompting the manager to fill out related fields. This can include information about the post, the issue at hand, and any other relevant details.

In each of these examples, human-in-the-middle automation is applied by running workflows on the notifications sent by Actioner. The ability to run workflows directly from Slack notifications saves time and streamlines processes, while the option to fill out related fields in a form provides a way for humans to add additional context to the automation. The combination of full and human-in-the-middle automations allows your teams to achieve better outcomes and provide a more personalized experience for your customers and employees.