Contact Center Intelligence & Assistance

In a contact center context, RPA can take care of tasks such as data entry, order processing, updating customer records, and even handling certain customer interactions. This allows agents to focus on more valuable activities such as providing personalized customer support, solving complex issues, and improving customer satisfaction.

RPA is flexible and can be customized to match your specific contact center processes. It works alongside your current software solutions, integrating seamlessly without the need for extensive changes to your IT infrastructure. The result is increased efficiency, reduced errors, faster response times, and ultimately a better experience for both your customers and agents.

It's important to note that while RPA is incredibly powerful and is best suited for tasks that follow clear rules and processes. For tasks that require human judgment, empathy, and creativity, your skilled agents will still play a crucial role.

Contact center automation can increase productivity, accuracy and timeliness, allowing bots to perform repetitive but necessary jobs. More than 90% of organizations say they’ve experienced improvements in quality and accuracy after implementing automation.

Yes, when rules based coaching assignments are setup in the system, users can either have them initially approved by the supervisor before going to the agent or have them automatically delivered to the agent.

A great example of contact center automation is optimizing the way an agents' work gets done with virtual desktop assistants to offload tasks for simple, secure and accurate automation, without sacrificing performance.

Automation helps reduce human error, which the World Economic Forum estimates causes 95% of cybersecurity breaches. Repetitive operational activities and error-prone tasks can be automated to improve accuracy, efficiency and consistency, allowing the agent to focus on more complex tasks, which the Alvaria 2022 Consumer Index found 80% of consumers demand human interaction for.

A healthcare service provider reduced average handle time in their call center by 16% for seasoned employees and by 25% for new employees by decreasing manual labor, ultimately reducing cost to the organization. For one global bank RPA significantly reduced the time it took to open accounts, improving the overall customer experience.