Recently, Head of Automation Scott Merritt sat down with the TechTalk team and discussed the ways in which organizations seek to benefit from customer service automation. Most of us think of automation as the software that enables us to request an Uber on our mobile devices or get directions to a new restaurant from Siri or Alexa. Companies, on the other hand, need to look behind the curtain to find out what it really takes to make that customer service magic happen. We invite you to watch the interactive video (and enjoy the references we make along the way).
Some of the questions we'll discuss in the video:
- What are some examples where Customer Service Robotic Process Automation (RPA) can be used?
- What factors are driving this push for automation in the contact center?
- How does technology debt keep you from creating seamless customer experiences?
- How does RPA impact digital self-service?