Content courtesy of our partner, NICE
In a race to satisfy ever increasing and more sophisticated customer demands, global businesses are acknowledging the need to expand their digital capabilities. It is no surprise that the market has seen a steady growth in the adoption of Robotic Process Automation (RPA), which Global Market Insight has forecasted to exceed 5 billion by 2024. The era of immediacy is upon us and the market's demand for instant responsiveness is intensifying.
The Next Phase of the Customer Self-Service Revolution
The next phase of the customer self-service revolution bridges instant chat and Robotic Process Automation together. By fully integrating the backend systems, robotic automation has the capability to bring more cognitive intelligence to chatbots by executing bespoke customer requests. The emergence of more intelligent chatbots is just the start of expanding the 24-hour customer self-service domain, giving customers the flexibility to interact with service centers on their time.
From an internal organizational perspective, employees today are expected to utilize different applications in order to address a single customer request. This results in longer response time and fragmented service delivery.
The joint functionality of chatbots and RPA alleviates the burden experienced by the human workforce brought on by repetitive, mundane and low value admin driven tasks. The age of immediacy does not require human employees to process back office admin tasks, but rather requires focused human attention to deal with complex and sensitive customer driven issues.
Real Life Scenario
A customer sends a request via instant chat to the chatbot asking to send his/her insured mobile phone in for repairs. The chatbot responds, requesting the customers' insurance number. After the customer keys in the insurance number, the chatbot sends this info to the NICE RPA bot, instructing it to execute the necessary actions. The RPA robot performs the following tasks in real-time:
- Extracts the client information and matches it to the insurance details
- Allocates the closest service center to the customers residence
- Generates a shipping slip barcode
- Generates and sends a confirmation e-mail to the customer with all the relevant information
- Delivers the relevant information to the chatbot in order to conclude interaction
The chatbot concludes the customer interaction by informing the customer that an e-mail will be sent to them with a shipping slip to be used at a mobile repair service center close to their place of residence.
As these service and process automation bots become more cognitive, they will automate the repetitive and predictable operational processes, while continually learning from human input. The human workforce still plays a critical role in service operations.
While intelligent cognitive robots are performing some customer facing and back office tasks, the human workforce is fully present to deal with more complex high value driven issues. This combination provides a powerful service differentiator to organizations who wish to attain new levels of process efficiency and customer satisfaction.
[WEBINAR] Cognitive Automation, the Future is Here
Join us at April 5 at 1:30 p.m. EDT
Presented By: Kathy Sobus, Sr. Director, Customer Experience Strategy, Converge One & Ziv Fishfedder, Robotics Product Marketing Manager, NICE
The age of process automation is upon us. Most organizations at the forefront of customer service acknowledge the critical need for a robotic workforce in order to meet customer expectations, but what next?
Topics: Customer Experience
