Robotic Process Automation: Bridging the Widening Gap Between Customer Demand for Service and Real-Time Agent Availability
Presented By: NICE
by the instant gratification offered by ubiquitous handheld devices, consumers
want all their issues resolved a minute ago and any other questions answered
instantly. In the current contact center environment, these constantly rising
expectations have reached a level where it’s simply no longer always humanly
possible to meet them.
call routing and scheduling software are constantly improving, even these
solutions have difficulty keeping up with the demand for agent availability in
real-time. Add in the ongoing corporate mindset of lowering costs and keeping
headcount to a minimum and you often have the proverbial irresistible force
meeting the unmovable object.
there is a rapidly emerging technological transformation that is changing this seemingly
insoluble equation. Robotic Process Automation (RPA) gives companies the capacity
to meet the growing challenges of maintaining service levels while improving
efficiency and providing greater bandwidth.
RPA automates the routine,
repetitive and time-consuming tasks that can slow contact centers down to a
crawl, enabling front-line personnel to pay greater attention to more complex
interactions that require empathy and a human touch in decision-making.
The improvement starts from the point of contact.
In traditional contact centers, when a customer reaches the agent, he or she
needs to identify them within the system to get the necessary information such
as status, order number, pending support tickets and more This puts the agent in
the awkward position of having to interact with the customer while
simultaneously toggling from one system to another. Multiple logins can also further slow down
the agents, as can silos pertaining to different systems.
By implementing RPA, contact centers can significantly diminish
the time required to identify a customer in the system, viewing all necessary
details associated with them in one screen. When customers don’t have to wait
for the agent to load all the details, it reduces the average call duration,
contributing to an improved customer experience.
In addition, the technology can make it far easier to make
necessary data updates to a customer’s account during an interaction. Instead
of having agents entering data manually across multiple fields in different
systems -- a tedious and error-prone process-- RPA enables integration of
data across various fields of associated systems using a single agent entry.
RPA can create auto-fill templates that enable simple copy-pasting of information,
with limited human intervention. Integrations with CRM and
other third-party tools almost totally eliminate the need to spend time on
cross-application desktop activities. RPA can also help consolidate customer
information over a variety of channels, giving agents information they need to
help the customer no matter what touch point the conversation is taking place
is the economic impact of RPA for businesses? According to a KPMG study,
use of RPA in financial institutions can help reduce operational costs by as
much as 75%. “In terms of its potential to reshape the economy, it will be as
significant as the Industrial Revolution,” said noted industry analyst Donna
Fluss, president of DMG Consulting “It’s going to create a whole new class of
employees, a technically savvy generation of workers coming from the Millennial
and Generation Z cohorts. The AI/RPA revolution will be a game changer for
companies that welcome the opportunity to improve the timeliness and accuracy
of their work processes.”
will present a detailed analysis of the economic advantages, operational
efficiency gains and customer experience enhancements made possible by RPA in a
complimentary CRMXchange webcast on October 16 called “Attended
Robots Improve Productivity and Agent Efficiency.”