Today, RPA software is quickly becoming the most efficient and cost-effective method for organizations to attain, optimize and deploy information from any data source or application, including websites, desktop applications, and enterprise systems, boosting the speed of business processes and services without the need to replace or alter existing platforms. At the same time, the applicability of RPA itself across the business world is also growing, and as a result, organizations are increasingly implementing these solutions for a variety of functions. The global RPA market is expected to reach USD 8.75 billion by 2024, according to a new report by Grand View Research, Inc. Here are five processes that RPA is already helping companies achieve more while completely changing the customer experience for the better:
In a typical case, a customer service agent needs to log into and switch between 6-7 very different internal and external applications in addition to data sources so they can retrieve the information necessary to answer questions during one call, including customer profiles, order history, current order status, reward points, etc. all of which can be extremely time-consuming. This negatively impacts the average handle time (AHT), and hence, customer satisfaction as well. The main problem is contact centers currently often use third-party software that does not provide easy integration for different data systems. Customer Service RPA (CS RPA) provides a solution which can easily integrate all of the relevant third-party applications in real time. With CS RPA running over the various applications, call center agents get all the information they need instantly and the customer on the other side of the call receives a significantly better user experience. With RPA the agents can give quicker service with more accuracy during a phone call, an online chat or even an online website session.
In many industries, it is required by regulation to summarize any time that a customer service agent repeats information throughout a service call. While summarization has the benefit of demonstrating active listening, thus building trust and confidence in your organization, the reality is often agents are forced to spend way too long trying to summarize the service call. This delays the resolution and can effectively negate the benefits that the summarization was meant to provide. Customer Service RPA can master this process, monitoring the agent's activities and collecting "breadcrumbs" as the call progresses. When the time arrives to summarize, CS RPA software can provide bullet points of the main steps taken, significantly reducing the call summary time, and making the whole process easier for agents and customer alike.
AP Invoice Process Automation
Even with the vast array of technological advances in today’s business world, when it comes to critical business processes relating to cash flow management, many accounting departments today still rely on employees performing a large amount of manual, repetitive labor to process payments. Until now, the biggest challenge to automating accounts payable has been capturing invoice data, since this data needs to be extracted from the invoice and then processed into an ERP or accounting software. By leveraging RPA tools, organizations can now automate information-driven processes such as invoice processing, accessing and extracting high-volume and unstructured data stored on electronic documents.
The initial in-app experience really sets the tone for the customer experience, and if it’s confusing, bulky or otherwise interferes with the flow of customer journey, customers are going to look elsewhere. Customer onboarding is when marketing efforts segue into the real user experience and of what level of service you offer your customers and clients. Customer Service RPA software helps shape a useful digital onboarding experience through identity automation and other verifications, capturing documents ready for processing, automatically data integration between internal and external systems, as well as facilitating communication in customer channels of choice to further optimize the customer experience.
Post Call/Chat (Interaction) Follow-Up
As a brand reputation relies on exceptional customer service, that includes the post call and follows up. Customer Service RPA can trigger automated system responses based on specific call outcomes. These include confirming that required changes have been made, updating the customer’s records with new data, validating customer satisfaction, triggering a notice when it’s time to follow back up with specific customers or even sending automated e-mail messages to customers regarding new services or products offerings.
Indeed, RPA offers companies its very own digital workforce that works in harmony with employees to drive organizational speed and efficiency, helping companies achieve more while completely changing the customer experience for the better!
Learn more about how Jacada in delivering automation for customer service by developing Customer Service RPA.
[About the author] Dylon Mills is the Director of Marketing Content Strategy & Development at Jacada. As such, Dylon’s main responsibilities are to strategize, create and deliver content for Jacada’s product portfolio that align with the global Go-To-Market strategy, corporate positioning, and marketing campaigns. Dylon’s prior work experience includes Product Management at one of the top Fortune 500 Technology companies, Symantec Corporation. Outside of work, Dylon enjoys problem-solving and any project that includes building/tinkering with tools. Dylon holds a BS Consumer Economics from the University of Georgia.