Robotic Process Automation for Customer Support and Contact Center
Improve quality of service, streamline crucial processes, and achieve a zero-touch customer experience with RPA
becoming impossible without robotic process automation. The customer service journey can be made more human with RPA, as automated processes free employees to focus on the experience they deliver. Handling time can be reduced by 40%, and predictive insights can help customer service teams take a more proactive, customized approach.
Contact centers may have trouble meeting their goals if they have to handle multiple simple calls, each of which requires logging, pulling up and analyzing data, sometimes even cross-departmental communication. The customers aren’t served as quickly as they’d like, the staff is stressed, and mistakes are made, lowering quality of service, sometimes resulting in SLAs breaches.
Data modification, such as changing customer information, is an often recurring task in many contact centers. It involves verifying and correcting data across multiple systems. Then it needs to be confirmed with the customer. This process relies on accuracy and a high level of data security.
Call centers deal with multiple data sources, including emails, email attachments, calls, images, and tickets. Managing all of these inputs and making sure no information gets lost in the flow of communication is tricky. Lost data can mean delays, security issues, and disappointed customers.
Increase operational capacity and broaden your offer through innovation at a very low cost.
Take advantage of RPA’s high cost efficiency and fast ROI, saving 25-80% on current operating costs.
Deploy a digital workforce that operates 24/7, 365 days a year, and doesn’t make mistakes.
“RPA scales beautifully, and it needs no training. A workflow is set up once, and then it can be adjusted to handle a higher or lower volume of requests as needed. This has the potential to significantly lower costs. Additionally, with a 24/7 digital workforce supporting human staff at all times, customer wait times can be reduced, leading to improved service quality, better relationships with customers and a more pleasant time for all during calls. Employees suffer less stress and the company’s turnover rate lowers.”
Edyta Pietak, CSO at AnyRobot