RPA en el Contact Center - ERP Spain.com - España y América Latina

The Robotic ProcessAutomation (RPA) landscape is saturated with vendors that provide unattendedautomation in back-office environments. In customer service, automation is keyin reducing costs and increasing operational efficiency but only if the technologyworks in tandem with the human counterpart to tackle with empathy and careincreasingly complex customer interactions. 

 

Automation with a human touch is where Customer Service RPA stands apart in thesaturated RPA market. Customer Service RPA is the use of real-time, attendedand unattended RPA to enable end-to-end customer service automation for bothcustomer self-service and agent-assisted service interactions. It is thisunique hybrid of robot and human automation that can fully support customer servicecomplexities, amplify agent productivity and increase operational efficiency.In fact, reported results include reduction of 30% in Average Handling Time(AHT) and savings of more than $20M in operational costs.

 

 

 

Joinus as we find out how organizations are using end to end customer serviceautomation to transform agent desktop environments, eliminate multichannelfriction and provide seamless customer interactions, all while balancingautomation and human relationships. 

 

Real case studies and results will be shared that quantify the business valueof Customer Service RPA over traditional RPA technologies. Automation workingside-by-side the agent to automate mundane and repetitive tasks, retrieveinformation from different system, and provide real-time processguidance. 

 

Automation invoked from within the agent’s desktop as needed to driveefficiency and speed into the interaction. Automation free from product andsystem complexity to allow the agent to focus on the customer and providedeeper, more meaningful engagements. Automation that expands self-service fromresponding to questions to completing customer requests, and if requested,providing a seamless connection and contextual handoff to a live agent withouthaving to repeat information or rekey data. 

 

- Key Discussion Points: 

 

          Key features differentiating end-to-end customer service automation from its traditional back-office RPA counterparts

 

- The interplay between intelligent assistance, automation and human interaction in your RPA strategy ROI and real word        use cases