Final answer:
Companies enable digitization and automation of complex customer service processes through human software interactions, outsourcing, and system integration.
Step-by-step explanation:
In order to digitize and automate complex customer service processes that span siloed middle office teams and systems, companies rely on various technologies and strategies. These include:
- Human software interactions: Companies use software systems that support the decision-making processes of workers. These systems enable employees to access and analyze customer data, automate repetitive tasks, and make informed decisions.
- Outsourcing: Companies may outsource customer service activities to locations like India, where there is a large pool of educated young people fluent in English. This allows companies to take advantage of cost-effective services and expertise in computer-related products and online sales.
- Integration of systems: Companies need to integrate their various systems and teams to ensure a seamless flow of information and processes. This involves connecting different software applications, databases, and teams to enable the digitization and automation of customer service processes.