What Is a Digital Employee?

Digital Employees, often referred to as Digital Workers, Non-Human Workers, or Intelligent Agents, are software-driven entities capable of autonomously performing end-to-end work processes using a diverse set of Skills.

The specific tasks and responsibilities of Digital Employees vary based on their job role, industry, and the objectives set by the manager or employer.

Digital Employees are artificial intelligence (AI) agents characterized by four key elements:

1. Presence in the physical world.
2. Omnichannel capabilities.
3. Omniflow capabilities.
4. Omniuser capabilities.

This category of agents stands out from regular intelligent agents (there’s a big difference!). They can augment the behavior of real-world (physical office) receptionists, concierges, salespeople, consultants, and other biological employees.

Typical Digital Employees Are Expected to:

• Provide services and handle customer inquiries.
• Utilize corporate knowledge bases and training materials, corporate information systems, such as help desk, CRM, and ERP tools, vital for their duties.
• Undertake intellectual tasks, such as data analysis and problem-solving.
• Adhere to company policies and procedures, including privacy policy and confidentiality.
• Meet performance goals, KPIs, and the company mission.

More Advanced Digital Employees Are Also Expected to:

• Collaborate with team members to achieve collective goals.
• Engage in training and development.
• Participate in meetings.
• Report to supervisors or managers, provide updates, seek feedback, and obtain guidance on tasks and projects.

In essence, Digital Employees contribute to the organization’s goals and objectives by providing services, managing operations, or supporting colleagues.

Consider the Following:

• Customer Support Digital Employees can engage with customers across multiple channels, such as calls, messages, and emails. By integrating with CRMs, help desk systems, and more, they provide real-time solutions, ensuring satisfactory resolution of customer issues.
• Accounts Payable Digital Employees oversee and process incoming invoices. Using financial software, they cross-check purchase orders, validate transaction details, and facilitate on-time payments.
• Sales Consultant Digital Employees connect with potential clients via online chats, phone calls, and emails. They provide information using CRM and ERP systems, presentations, and knowledge bases, such as Confluence, focusing on fostering relationships and securing business.