Make human services more accessible without losing the “human” touch

Make human services more accessible without losing the “human” touch

Alon Laniado founded the startups Fitmate Coach and PathMotion for human service technology. Before that, he was a Strategy Consultant at Bain & Co. and UK Treasury Policy Adviser for Employment Plan Development.

Using artificial intelligence and other automation tools to improve human services can make unique services such as career advice more accessible to more people. But for that to happen, the human and technological aspects of the service must be balanced.

My research of more than 65 startups operating as technology-enhanced human services (TEHS) suggests that while companies need to be ambitious about what technology can do to extend human services, they also need to ensure that human services are not compromised. .

The growth of technology-enhanced human services

Many startups automate parts of tasks that were performed by humans in the past, preserving the human proportion of those parts that yield the best results for users.

This is based on the assumption that since certain services such as concierges require people as part of the solution, fully automated applications are not enough. But human time is often expensive and limited.

By integrating technology with the human experience, companies can deliver their services more affordably and affordably.

TEHS companies can be found in many industries – I identified 66 of these companies, 19 of which are unicorns operating in more than 10 vertical markets. All these companies use different technologies to optimize the parts of their services that a human expert needs.

Image Credits: Alon Laniado

Wishi, for example, connects people with experts who help them buy clothes and other personal items online. Use polls and algorithms to match customer preferences with clothing inventory. It is based on a definitive product list created by style experts who discuss individual needs with customers, including event-specific apparel or medical requirements.

By reducing the time a stylist has to spend on the process, Wishi can charge BRL 40 to BRL 90 per client. Company co-founder Clea O’Hana says partners such as Farfetch and Saks Fifth Avenue using Wishi have seen a sharp increase in transactions.

†[That’s] “Thanks to the more detailed data we collect from clients and their trusting relationship with the stylist,” says O’Hana.

Can my service be upgraded?

Three conditions seem to be necessary for a company to improve its service technology.