Nationwide Boosts Contact Center Productivity with Unified Agent Desktop and Agent Assist Powered by RPA
How to simplify the contact center employee experience without requiring long-range systems transformation?
Unify the agent desktop and automate tasks across disparate systems using robotic desktop automation.
We selected Jacada due to the time-to-market advantages of their software and approach, and their expertise and success in simplifying and automating customer service processes. Jacada provides a flexible, adaptable and scalable solution that is very compatible with our existing infrastructure and strategic direction. The ability to implement the solution quickly, without modifying our existing systems or infrastructure, was key in our decision to go with Jacada.
Srinivas Koushik, Chief Information Officer
About the Client
Our Approach
Simplify the employee experience to increase productivity across Nationwide’s sales, service, underwriting and processing centers, by offering each group of employees a role-based unified desktop that brought together tools pertinent to their respective jobs.
Time-consuming employee tasks related to select customer inquiries such as billing analysis, address changes, and insurance quote lookup were automated using robotic desktop automation.
Attended robotic process automation (Attended RPA) bots were also used to proactively surface relevant knowledge articles and to auto-document key actions taken by the employee to reduce errors and after call work.
Results
- Nationwide was able to automate 72% of manual tasks that was previously the customer service representative’s responsibility
- Average Handle Time (AHT) reduced by 20% due to the elimination of manual data entry and automated processes
- Training time for new customer service representatives reduced by 40% going from a month on average to just 2 weeks
What's Next
Nationwide Insurance will continue their commitment to innovate and invest in the employee and customer experience. They will continue to simplify and automate customer service processes, which will help reduce operational costs and provide better and timelier access to the data needed to drive more profitable interactions and superior customer service.
