Forbes Communications Council members share the various ways automated delivery has impacted their industry during the pandemic.
PHOTOS COURTESY OF THE INDIVIDUAL MEMBERS.
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1. Better Personalized Messaging
In engaging with customers and candidates throughout the pandemic, leveraging automated delivery systems allows us to share curated messages that are representative of our brand, which is highly personalized and locally driven. Previously, we failed to understand that automated systems could reach such potential with personalization that it would match our commitment to customer service. – Sara Bennett, PACE Staffing Network
2. More Eyes Online
Automatic delivery has helped bring more eyes online. You can buy a product and get it shipped to your doorstep a day later, sometimes even the same day! More people are comfortable with the web, and they are finally seeing the benefits in the efficiency of ordering online. This has brought more potential buying customers to my digital marketing firm. – Christian Anderson, Lost Boy Entertainment Company
3. A Rise In Online Local Reviews
Our clients are seeing a rise in online local reviews about how they are handling day-to-day business during Covid-19, such as what the current hours are, whether curbside or delivery is available, what safety protocols are being practiced and what the customer reaction has been. We’ve found artificial intelligence and sentiment analysis to be crucial to staying on top of this insightful local data and understanding field operations. – Cynthia Sener, Chatmeter
4. Higher Demand For AI Training Data
The demand for AI training data has never been higher, with automated delivery systems being no exception. Teams building these systems need to train their machine learning algorithms to be able to navigate complex environments, from inside warehouses to university campuses and local communities. Choosing the right data provider is critical, given the high bar that is set when you’re interacting with people. – Titus Capilnean, Appen
5. More Consultations Around Automated Fulfillment
We provide consulting on the best automated fulfillment and delivery systems on the market. Our business increased as retailers were forced to seek out solutions for meeting customer demand by leveraging stores and digital solutions. Online grocery fulfillment, for example, increased by over 100% for several of our clients. We had to provide consulting and installation simultaneously at times. – Brittain Ladd, PULSE Integration
6. Increasing Interest In AI Chatbots
There’s been a huge uptick in interest in AI chatbots to support delivery processes. Automation is bridging the gaps between internal departments, partners, vendors and customers. From automotive parts to groceries to prescriptions, “smarter” AI-based logistical systems are replacing old ways. Those who took on chatbot projects are now taking the logical step of building out voice-based virtual agents. – Jessica Gopalakrishnan, Cognigy
7. A Shift To Using Technology In Hospitality
Hospitality has seen a dramatic shift to the use of technology. What was once a nice-to-have is now a necessity to meet diners’ expectations regarding convenience, food quality and safety. Restaurant operators are reevaluating their tech stack to prioritize off-premises options such as curbside, delivery and takeout. The demand for automated systems has also created a greater need for integrations. – Amber Mullaney, QSR Automations Inc
8. A Flood Of Digital Data
With the increased use of online ordering and automated delivery systems, companies are being flooded with more digital data than they’re prepared to handle. The customer data platform (CDP) industry is booming because the CDP provides a way to aggregate this new data from the various customer-facing systems. This allows companies to understand their customers better and personalize their experiences. – Tom Treanor, Treasure Data
9. Faster Order Fulfillment
Previously, there were some slight delays in order fulfillment caused by human error or delivery times backlogged because fulfillment personnel, for whatever reason, were unable to fill the order on time. Since the onset of the pandemic, with the exception of around the holidays, we’ve seen improved order fulfillment times across the board. – Amine Rahal, Regal Assets
10. The Development Of New Digital Marketing Services
The pandemic and the ensuing rise of automated delivery systems forced the mobile marketing industry to develop services that would help businesses rise above the noise of a digital transformation boom. Marketing firms developed new automation tech to ease the app onboarding process, manage omnichannel messaging and notifications and communicate with customers in personalized ways. – Dave Dabbah, CleverTap
11. Increased Use Of Automated Coffee Equipment
In the food service industry, we’ve seen operators increase their use of automated coffee equipment so that they can deliver safe and customizable options to their consumers. Automated coffee equipment’s digital technology is a clear winner in the marketplace because operators can manage their equipment fleets remotely, while consumers have touchless ordering and payment solutions. – Deetricha Younger, Deetricha Younger, LLC
12. A Huge Boom In E-Commerce Businesses
I think every business that has been hit by government restrictions has had to move their focus online and, therefore, by default, integrate automated delivery systems. So, all of a sudden, there was a huge boom in e-commerce businesses. My industry has noticed more people shopping online for plans. – Ross Kernez, HPOne
