Why do we still need humans in the digital era?

THERE'S something broken about the current state of automation. From automated calls to bots that are limited by answers that are fed in advance, consumers are often left hanging without getting the assistance they need.

- WESLEY DIPHOKO

This is probably worse for consumers who are served by institutions that only exist online. This begs the question, are we ready to do without buildings and physical spaces in the pursuit of digital-only businesses?

No one can deny that access to banks via apps has added more time for busy professionals and improved productivity for some. Many who are unable to move around have better access to services, thanks to online access.

Businesses on the other hand have managed to save by avoiding rental costs and other overhead costs that are related to physical spaces. Some have used their savings to improve the technology infrastructure that enables digital access.

Sadly, some businesses have not invested enough in their digital infrastructure. One report indicated that Discovery Bank spent R15 billion to build the digital-only bank. There's probably very few businesses that have spent so much money developing a digital-only solution.