Customer service is one of the most booming industries that has grown exponentially over the past decade and a half, getting valued at $350 billion. Good service is the key to increasing any company’s revenue and market positioning. And modern-day organizations are going to great lengths to set it right!
Traditional, human-driven contact centers have been greatly modified with the advent of automated technology, making them comparatively more adept at ensuring customer satisfaction and process efficiency.
Embedded across several contact center solutions, RPA improves operational efficiency. Let’s look into the top use cases which prove as excellent examples of how it does so:
1. Bringing Down the Abandonment Risk
Many contact centers want to reduce call abandonment rates without incurring high additional costs from increased manpower. As a result, phone deflection and callbacks are frequently used.
Incoming callers can use a bot to request a callback instead of waiting in line. Meanwhile, if clients require a quick answer to their problem and a delay is unacceptable, the possibility of deflection is really high. The bot may then transfer the call to another channel, allowing agents to manage multiple questions at the same time.
2. Self-Service for Quicker Resolution
Contact center employees are struggling to handle some of the most basic questions by themselves, thanks to the immense work pressure. Self-service RPA bots alleviate this problem with automated support solutions, which means bots respond in real-time to clients.Chatbots, for example, may provide tips and guidance on how to navigate a website or recommend useful resources relating to the products or services a customer has purchased. They may also walk customers through a series of steps to help them answer questions or complete post-purchase tasks like filing a warranty claim or returning a product.
3. Real-Time Quality Management
Because each customer is different, each agent will approach discussions in a different way. Attentive RPA bots can keep an eye on interactions for agent faults and react to event-based triggers. The bot monitors agent conduct in real-time and alerts the supervisors on-site or remote – if they deviate from normal procedures. The intervention becomes even more seamless when a component of real-time speech analytics is introduced. This type of simple coaching can be a valuable agent support tool while also allowing the contact center to track procedure compliance in real-time.
4. Pandemic World Driven by Remote Agent Monitoring
Given that so many agents now work remotely, a number of issues could have an impact on productivity and the quality of customer interactions. The quality of internet connectivity and other crucial WFH workplace parameters can be monitored by a bot powered by RPA. It can then keep track of interactions and alert the agent when help is needed.
These bots, sometimes referred to as “coaches,” work in the background, ensuring that contact center operators have the tools they require to provide excellent customer support.
5. Eliminating Silos with Integrated Workflows
Businesses can use RPA to integrate apps without having to change their contact center environment. Task management solutions, which are commonly integrated with RPA, can help operations streamline many procedures by automating repetitive tasks that agents frequently perform throughout the day.
Agents don’t have to switch between different programs to collect data with such a system. RPA, on the other hand, automates desktop operations, allowing agents to execute formerly tedious activities with a couple of mouse clicks. As a result, contact center automation can improve the efficiency of their customer service operations.
6. Managing Orders and Transactions
For contact centers, placing or changing an order is a great RPA use case. To confirm the order during a contact center encounter, information must traditionally be sought for, acquired, confirmed, processed, filtered, prepared, and entered into multiple systems. In some cases, the agent must additionally notify stakeholders, get clearances, and notify the customer after the transaction is completed.
A robot can manage these procedures more accurately and swiftly than a human can, and it can do it without missing any deadlines. In addition, the bot may notify agents of exceptions that require human intervention.
Without relying on agents to handle the end-to-end journey, the hazards of removing the human from the loop are mitigated.
7. Behavioral Analytics for Clients
To scan, analyze, and correlate client queries, RPA and data analytics can function together. As a result, technology can predict what people will want, desire, or do next.
Furthermore, machine learning (ML) technology can use these predictions to improve automated dialogues by applying them to conversational interfaces. As a result, you’ll have a better understanding of your clients and a more personalized approach to satisfying their needs.
8. Data Entry and Uploading
Customer service representatives routinely enter new data into their systems or create new tickets in order to resolve various client issues. To accomplish this, they must go through a variety of programs. Because agents must manually input data, each step adds to the process’s sluggishness and makes it more prone to errors. A system like this could also have a negative impact on data quality.
RPA, thankfully, includes auto-fill and similar features. These features considerably reduce the requirement for human involvement while also removing the risk of error.
9. Assessing and Managing Transcription Summaries
It is typical to write a quick contact summary after each client discussion and save it in the company’s CRM system. The procedure takes up a large portion of the average handling time (AHT).
RPA, in combination with speech analytics technology, may be used to automate the creation of call summary scripts, allowing agents to focus on the client throughout the session.
Furthermore, because agents are not responsible for finishing and emailing the script after each contact, they may move on to the next one faster, increasing efficiency.
Chatbots, one of the most common RPA blessings, promise 24-hour availability and also act as the first line of support. The continuous availability of RPA-based chatbots with inbuilt AI increases the brand’s reliability and service. Chatbots, unlike humans, do not use time as a parameter. As a result, utilizing chatbots to respond to after-hours questions is the most cost-effective option.
The Unbreakable Symbiosis of Human Skills And Automation
While automation has a great ability to make centers deliver better customer experiences at comparatively lower costs, it cannot completely ever replace the need for the human touch. While most contact center agents have criticized automation as their competition, it is not actually the case. Organizations must harness automation technology to eliminate all manual and mundane tasks to provide a more efficient and personalized experience to customers. Essentially, organizations must look at fostering a coexistence model with automation enhancing existing human-driven processes – in short, a blended AI approach.
Want to know more about how automation can boost your contact center?