From the moment we wake up to the time we lay down, automation quietly works its way into nearly every aspect of our day. Whether it’s the convenience of voice-activated virtual assistants streamlining our morning routines or processing 25 of those dreaded TPS reports at work, automation has become a companion in our modern lives.

By leveraging technologies such as artificial intelligence (AI), chatbots, and self-service portals, companies are changing the way they interact with customers and cutting costs in the process. In fact, it is projected that chatbots will become the primary customer service channel for one third of organizations by 2027. The question is, where do you draw the line when it comes to integrating automation into customer service?

Satcom Direct employs time-saving automation tools within many of our proprietary software offerings, such as SD Pro® and FlightDeck Freedom®. Automation enhances accuracy, increases efficiency, and facilitates easier data analysis and reporting, enabling organizations to gain valuable insights and make informed decisions based on comprehensive and up-to-date records.

However, Satcom Direct believes it is essential to strike the right balance between automation and human contact. While automation can handle routine tasks efficiently, many complex issues still require human intervention. It can be extremely frustrating if you are unable to reach a human customer experience representative when technology falls short which is why our support team is always globally available 24/7/365.

Satcom Direct places customer service at the pinnacle of everything we do and never leverages automation with regards to customer interactions, no matter the cost savings or how savvy AI enabled automation may become. Read more about SD’s approach to customer service