Cecilia Otazo, Operations and Customer Success Manager at International Line
The automation of processes has advanced significantly in recent decades, and in recent years, this progress has been even more accelerated. A study by Roland Berger reveals that robotics in the logistics sector can reduce costs by up to 40% and increase productivity by 70%. However, this evolution should not be perceived with fear, but as an opportunity to improve both internal and external processes of companies in the sector.
To achieve effective implementation of technology and automation, it is crucial to conduct a detailed analysis of the areas we want to optimize or enhance. This is where human intervention becomes essential, because any technological process must be supervised and guided by people who understand the goal that needs to be achieved. For example, if the aim is to reduce response times in customer service, we must first identify the factors that slow them down, and then determine how technology can help address this challenge.
In the field of international trade (carriers, customs brokers, or clients), automation has proven to be an invaluable tool, as the increase in information visibility for the client is a significant added value that optimizes the management of their business. The key lies in knowing how to use this visibility and offer a better service with greater efficiency.
Therefore, human intervention remains essential in this process. While the most routine and repetitive tasks can be delegated to technology, people focus on solving more complex problems, which improves communication quality with clients and allows for quick and precise responses.
In summary, the integration of technological skills alongside effective human management brings great benefits as long as they are used properly. Today, more than ever, technology and human intervention complement and enhance each other. And although artificial intelligence, for example, is advancing rapidly, it still relies on human supervision and judgment.
Finally, in a world increasingly dominated by artificial intelligence, closeness to the client remains a key differentiator. Technology can facilitate processes, but personalized attention, which does not rely solely on automatic chats or standardized responses, is what truly makes the difference.
