Case Study: Two-Way Psychological Benefits of Conversational AI
Introduction: Cat Herding
There’s an ongoing joke about dispatchers being professional cat herders. But like many jokes, there is an element of truth in it.
These dispatching positions require a lot of knowledge of everything happening from diverse locations and individual personnel to work orders and the nuances of each and every one. What could be a 24/7 job is often shared with other professional duties unrelated to dispatching. Unfortunately, and at no fault of the dispatcher, this causes important details to fall through the cracks with resounding negative impacts ranging from incomplete data like lack of workorder closeout, inefficiency with planning between multiple worksites, and stressful communications with individuals on the facilities team.
The stress isn’t solely on the side of the dispatcher in these exchanges. Workers that receive reminder messages about work orders are immediately put on the defensive. No matter how good or helpful the intentions behind reminders are, those receiving them often feel like they’re not doing their job as well as they should or that they’re being micromanaged.
Problem: Room for Improvement
There are multiple parts to this problem of the overburdened dispatcher. The problems range from operational efficiency to data entry errors, but we’re focusing on the psychological aspect here for many reasons.
The psychological health of employees is becoming more of a priority for businesses and organizations worldwide. The American Institute of Stress reports that 40% of workers report their job is very or extremely stressful and 25% view their jobs as the #1 stressor of their lives. A Gallup research report says that around 45% of Millennials experience burnout and Clockify expands this to 70% of people of all ages have had contact with burnout.
After layoffs and business closures due to COVID-19, concern about losing employment has also grown in just 2020 alone.
While we’re talking about statistics, the workforce is changing and Millenials are past the point of entering the workforce but are now in positions of leading and managing it. Millennials and the generations to follow them do not have the same patience for time-consuming traditional or conventional ways of doing things but look to make operations more efficient through technology.
The good news is that this problem has a solution. The emotional baggage that has become part of the accepted dispatching process is not necessary. The days of reminding people on the ground via text messages, emails, or phone calls where the receiver read into word choice and tone can be gone. This current process often leads to negativity towards routine daily tasks for both message receiver and sender. After all, the dispatcher is busy and has other things that need to be done beyond herding cats.
Conversational AI changes the manual and time-consuming process of dispatching into a process powered by automation. With automatic and scheduled reminders through AI, property managers, facilities maintenance teams and more can stay on top of their to-do list without the associated burdens of having a person directly tell them. No more threatening or emotional messages, just automated to-do lists and timely information.
Reducing burnout and workplace stress while improving workorder data and information about other processes related to your building or property is possible through technology used in the right way.
Terminus’ Conversational AI takes the reactiveness out of ongoing communication.
When the right people have the information they need and the platforms depended on for healthy and optimized buildings have accurate and complete data, buildings flourish and the people in them are happy, empowered, and successful.
For more information about how Conversational AI can change your dispatch processes for the better, contact Terminus.