RPA to Improve Contact Center Performance

RPA holds power to automate almost all the repetitive, mundane and rule-based tasks more quickly accurately and tirelessly, compared to a human being. It uses a machine (robot) that possesses tangible integration and automation capabilities which can mimic human interactions with web applications, websites, portals, Excel worksheets, legacy green-screen apps, and email and helps automate the tasks

According to management consultancy AT Kearney, on average, a software #robot (in essence, an RPA license) costs one-third as much as an offshore employee — and one-fifth as much as onshore staff


Business benefits

Extensive navigation through applications takes time and increases customer frustration or causes costly back-office processes. Robotic process automation of the contact center will significantly improve agent operational efficiency thereby increasing customer satisfaction. Rather than having the agent, discover and retrieve information about the customer, the RPA system automatically populates the information for the agent.

The contact center resource can instead focus on performing other essential tasks which will be of higher value for the business. For instance, Automation of routine desktop activities such as applications launch, mouse selections, field entries, information copy/paste, template auto-fill, and calculation. Integration with third-party systems including CRM, billing will help automate cross-application desktop activities.

Robotic desktop automation can take on the manual and repetitive tasks like logging into multiple systems, collect information from the same internal systems repeatedly, running the same searches on external websites or data providers over and over again.

Cumbersome navigation at the start of the call increase the resolution time for the agent and thus by automating communication among various desktop applications, users will not need to switch among many applications to update information. Number of screens will significantly reduce, leading to lesser no of clicks for the agent. Also, software robots will be able to do twice the number of manual, repetitive tasks in lesser time as compared to a data entry operator. Examples of repetitive tasks are like, renewing of insurance policy, settlements, premium calculation, etc.

Automation will help obtain information from the desktop applications to display it in a form and to invoke sequences based on defined events or to enforce new business rules on your existing applications. The SLA’s will see a drastic improvement by the reducing the time to serve and offloading the repetitive tasks.

The Manual effort by a data entry operator is also prone to errors which will also be taken care off.

 RPA agents can in the contact center be programmed to do different tasks every day just like live agents thus increasing the productivity. It can go through multiple data sources and deal with files in various formats to help make the best logical decision.

It can also notify customers of potential fraud attempts and suggest the best actions to be taken by the live agent thus helping customers take preventive action immediately.

According to research firm Gartner, 85 percent of customers’ relationship with an enterprise is expected to get managed without human interactions by the year 2020. Reducing queue times and reserving higher-cost resources (i.e., humans) to manage more complex customer issues

is of utmost priority for the contact center. Also Delivering automated responses to provide a more efficient acknowledgment of inquiries and not leaving customers wondering about their issue will lead to greater customer satisfaction. Customers may also receive automatic messages that inform them of their query’s progress as it updates your customer portal.

Efficient task allocation across departments to the most appropriate advisor to handle the call will improve customer service and call efficiency.

Organizations should distribute best practices and updated knowledge to agents to help them quickly and successfully assist customers. They also should enable agents to collaboratively resolve problems, such as with unified communications and enterprise social networking solutions.

According to Business Insider, 77% of customers still prefer to speak to a human being when they need guidanceand support Contact centers benefit the most from a combination of AI, RPA and human agents. With the advancements in human-free processing, information is processed quicker, cheaper and more accurately than before. Live agents are then available to speak with customers who genuinely need one-on-one attention. The consensus is that bot-assistant hybrids are more efficient than bots acting independently, if there is seamless transitioning between bot and human agent

  • Automated speech recognition solutions –Predicts how words sound in a given environment to give exceptional accuracy and reduce the effort of typing.Check & provide product availability information and locate nearby stores in no time. 
  • Natural Language Processing- Identify customer preferences, location etc. and make them aware of promotions and offers
    • Manage orders and returns
    • Intelligent call steering to the appropriate agent in queue 
  • Voice Biometrics- Identify and authenticate your loyal customers in real time to ensure personalized interactions
    • Help with login accounts and password reset without a live agent 
  • Text to Speech- Conversational style of text to speech conversation helps answer frequently asked questions and also push additional product related content
    • Allows customer service agents to only focus on increasing conversion 
  • Artificial Intelligence solutions– Deliver cognitive enhancement to enhance customer experience by predicting its future behavior
    • Retailers can be better prepared to tackle new trends and discover user patterns

Our Digital enablers are changing the perception – catapulting contact center from cost center to profit center and from transactions to interactions. We foresee contact centers to be future Engagement Centers. Disruptions like Seamless Transition from Bot Assisted Self-Serve to Agent Interaction (Reduce 40+% of your contact center calls), Digitally Unified Agent Desktop (Agent grappling through 20-25 screens / applications?) and Super-Agent (Digital Assistant for contact center Agents/Customers) will show you how you can directly improve C-SAT up to 1%, Agent Productivity by 10%, reduce effective Agent On-boarding time by 50% or more, and Cross/Up Sell by 20%.


This article is written by Vidur Kaul from Happiest Minds and was originally published in

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