Robotic process automation, albeit being revolutionary in and of itself, is not a novel concept that was recently discovered. Organizations have always looked for means to improve their operational efficiency and RPA has helped them greatly towards this cause. Assembly lines and packaging robots in manufacturing, automation of bank account creation process, and automation in the field of cybersecurity are just some of the instances where RPA has made its impact and shown drastic improvements in efficiency and productivity. A recent study by Forrester has revealed that over 44% of organizations are already using RPA.
Robotic Process Automation automates the routine, repetitive and operational tasks of an organization, consequently freeing up employees to focus on more critical tasks that involve a greater degree of decision making. The call center industry is one industry that has suffered greatly from tedious and repetitive tasks that require little to no critical thinking. It is the presence of such mundane tasks that call for the implementation of robotic process automation in call centers which is guaranteed to have a significant impact, improving the overall experience both for call center agents and customers.
Benefits of Implementing Robotic Process Automation in Call Centers
A study conducted by Kearney found that AI and RPA solutions “can reduce the total amount of time call center agents spend on processes by 25% by 2022 and 40% by 2027”. The study even stated that “Now is the time to invest in contact center technologies as the primary window of opportunity will close by 2022.”
There are several benefits that come along with the implementation and deployment of robotic process automation in call centers, such as
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Negate Detracting Customer Experience Through Faster Identification
The very first thing that a customer service agent needs to do when reached out to by a customer is proper identification of that customer in the system to get necessary information like order status, order number, pending support tickets (if any), etc. Now in a call center without RPA in place, the agent will need to scramble from one system to another; the database/CRM with the customer details to other systems with more information like order status, order number, etc.
RPA can help reduce this hassle and negate the detrimental effect it has on customer experience. RPA enables faster loading of an accurate customer profile with information from various systems by automating steps like application launch, mouse clicks, field entries, etc, thus canceling out the need to switch between systems. This in turn ensures that average customer wait time reduces significantly while improving overall customer satisfaction.
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Better Employee Data Management
Call centers in general are known for their massive workforces. A study by Magellan Solutions reported that there are currently 1.15 million call center employees and this number is expected to grow and reach 1.8 million by 2022. With such workforces in place, the management of employee data is no easy task. There also arises the hurdle of the disturbing agent attrition in the call centers, which results in employee-directory data being frequently modified and updated.
Deploying robotic process automation in call centers can enable the automatic updation of personnel data from forms or emails. This ensures that the accuracy of data is always high and constantly maintained, subsequently increasing the ease and efficiency of employee data management.
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Superior Integration of Systems and Applications
In most cases, when a customer reaches with a query or complaint, the call passes through different agents till a proper solution to the customer’s issue is reached. The development of advanced call routing tools has reduced the sheer amount of repeat calls in call centers to a large extent. But depending on the nature of the call and complaint, customers might need to interact with several agents before getting a satisfactory answer, which often requires the customer to repeat the details of the issue to each agent.
Implementing robotic process automation in call centers can help with this situation. RPA can facilitate the integration of different systems which helps all the agents keep track of the progress on a specific problem, without having to ask for the same details repeatedly. RPA enables the loading of the complete customer profile, with details from the previous interactions with a single click. This goes a long way in improving the overall customer experience.
Also read, Robotic Process Automation for Financial Services
Why Choose Intone for Your RPA Solutions?
Implementing robotic process automation in call centers is definitely the next step to take to improve the overall efficiency and productivity of the industry. Hitz Dairies forecasts that the global call center AI market can rise to an estimated value of $4.7 billion by 2026, registering a healthy CAGR in the period of 2019-2026, further solidifying the importance of artificial intelligence and robotic process automation in the call center industry.
Intone is a market leader when it comes to providing RPA solutions. Partnering with Enterprise Bot, the solutions we provide have proven to have 2x times more features in respect to use-case and mapping and 3x times more features with respect to intelligent routing than that is provided by Google Dialogflow. We are proud of our capabilities to provide innovative solutions and expertise that are needed for you to embrace the future today. We offer,
- State-of-the-art front-end RPA, where we ensure that your customers have a superior experience and that they start to see your brand in a whole new light.
- Our back-end RPA can easily automate the most mundane, repetitive, and labor-intensive tasks to free up your employees to help them focus on higher-order tasks.
- We have higher accuracy than our competitors and we also offer multilingual solutions as compared to the market standard of English only.
- Our advanced NLP understands customer requests and responds in a conversational manner with a minimum accuracy of 85%.
- Intone offers efficient omnichannel support through easy integration with commonly used customer support channels like Gmail, Outlook 365, etc.
- Intone offers top-of-the-line enterprise-grade security with a minimum of 256-bit encryption at both transmission and rest.
- Intone’s RPA will anonymize your data to ensure greater protection of sensitive data and information.
- Intone offers end-to-end hyper-automation with our low-code engine.
If you are on the hunt for a reliable solutions provider for your RPA troubles, then Intone can definitely meet your expectations and even possibly surpass them. Already trusted by numerous pioneers and industry leaders, Intone assures you that joining hands with us will help you witness an overall elevation of your brand and what it stands for. Request a free demo today to learn more about how Intone can help your business!
Check out how Intone can help you streamline your manual business process with Front-End Robotic Process Automation and Back-End Robotic Process Automation
Sources:
- https://www.researchandmarkets.com/reports/5553216/global-call-center-ai-market-by-deployment-type?utm_source=GNOM&utm_medium=PressRelease&utm_code=3g22kk&utm_campaign=1673709+-+Global+Call+Center+AI+Market+(2021+to+2027)+-+by+Deployment+Type%2c+End-user%2c+Component+and+Region&utm_exec=jamu273prd
- https://www.magellan-solutions.com/studies/call-center-benchmarking-report/
- https://www.kearney.com/communications-media-technology/article?/a/the-future-of-customer-interaction-the-smart-contact-center
- https://www.forrester.com/report/Use-RPA-To-Deliver-Better-Customer-Service-Experiences/RES158135
- https://www.callcentrehelper.com/robotic-process-automation-call-centre-156481.htm
- https://www.spicecsm.com/blog/robotic-process-automation-contact-center