Robotic Process Automation

Robotic Process Automation – Transforming Customer Center Operations

27 May 2020

Even some of the smallest companies use contact center solutions for professional customer support and ongoing customer retention. As companies grows, contact/call centers, or customer centers as I prefer to call them, become the means to scale growth, and a critical point for customer engagement.

A customer-focused approach places priority on the customer center as a hub of ongoing, recurring revenue. As customer centers become increasingly guided by an omnichannel approach involving many communications channels, including text, chatbots, social media, email, and voice, they provide opportunities for customers to interact with the organization at any time, and in innovative ways.

Business process management, and, more specifically, business process optimization, becomes key to improved customer communications in the light of an omnidirectional communications strategy. Examples of this include when a customer needs to know how one feature set works with another part of the application, how a smartphone connects with a database, how an unemployment claim is processed, or how different service revenues are tracked for different products throughout a supply chain.

Managing even simple business processes gets complicated quickly, which is where RPA-robotic process automation comes into play. According to Gartner, "Robotic process automation (RPA) has democratized integration and automation. It is imperative that IT leaders stay ahead of RPA use and market developments to ensure efficacy and business agility." One way leadership can stay ahead of RPA developments is by looking at ways that it can be integrated across departments so that customer centers can most efficiently respond to queries that might involve two or more departments.

More than that, according to UiPath, an "integrated automation solution links the systems and applications in one console, builds a unified knowledge base that delivers relevant data in real time, and automatically sets up & kicks off processes for an efficient post-call wrap-up. Agents are freed from having to process repetitive, manual tasks and can focus on developing their customer-centric skills." The labor of agents, supervisors, call flow managers, trainers, IT managers and leadership all represent rising costs in providing effective and efficient contact center services. RPA can be useful in offset these rising costs.

Organizing human resources, along with technical intelligence, is a daunting task. RPA brings new, intelligent approaches to unifying knowledge process systems. One example of such an RPA tool is gamification for onboarding new and training current agents and others involved in customer center operations.

The trend toward implementing business processing automation for customer center work has evolved over the last few years. This means that an RPA approach can be the focal point for current and future customer center optimization, organization and service. The development of AI or machine-based systems with RPA as a major feature set in the future evolution of the customer center is worth monitoring, as it hints at what the future holds.

Ultimately, the task is to expand services outward across the entire organization, including field offices, suppliers and others in the supply chain. This is referred to as digital transformation. In addition, new RPA communications options will allow people greater freedom to communicate and move ideas and documents throughout the corporate network. These RPA task-processing operations represent critical innovative information tools in intelligent environments. They allow customer center management using RPA to be more focused on the growth, leadership, and distribution of decisions. RPA also brings about faster communication movement into the arena for the organization to review and evaluate decision-making for both historical and future opportunities.

Summary - Robotic Process Automation is more than an exciting wave of customer center technology. It drills into critical core business processes that are often "black holes," causing organizational delays, customer concerns and rising costs. RPA solutions can identify complex issues and bring viable solutions. I would like to thank UiPath for the opportunity to share some insights and ideas on their exciting solutions.



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