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  • Autonomous CX

    Customer Service RPA

    Automation for Contact Centers, Support Interactions & Customer Self-Service
    Help Contact Center Agents & Bots Provide Great Customer Experiences

What if RPA were a real person? Meet Bob.

What is Customer Service Robotic Process Automation?

Contact Center Automation Solutions

Customer Service Robotic Process Automation (CS RPA) is uniquely focused on generating ROI in the customer service space, providing spot-on contact center solutions to call center challenges:

Assisted Sign-On

The Problem: Agents need to log in to dozens of applications

The Solution: With Jacada, agents can log in once and our solution automates the rest. The solution saves agents up to 15 minutes per shift and a lot of frustration

Expected Implementation: 3 weeks

Third Party Integration

The Problem: Contact centers often use third party software that does not provide easy integration. Agents spend a long time looking up and updating information in different systems

The Solution: With Jacada CS RPA we easily integrate with all the customers systems and provide the agents with all the information they need in a flash.

Expected Implementation: 4 weeks

Call Summary

The Problem: Agents spend a long time (sometimes minutes), summarizing calls. In many industries this is mandatory by regulation.

The Solution: We follow the agent's activities, collecting "breadcrumbs" as the call progresses, and when it's time to summarize, we provide the agent with bullet points of the main actions taken. This can reduce the call summary time from minutes to only a few seconds.

Expected Implementation: 6 weeks

Screen Pop

The Problem: Your agent receives a call they need to ask/find information, resulting in longer call times.

The Solution: Screen Pop shows a popup window with all the relevant information at all times as soon as the call is routed in, saving valuable time on information lookup.

Expected Implementation: 3 weeks

Many Many More Automation Solutions...

 scripting
Outbound Communication
Quote to Cash
Procedure to Pay
Customer Onboarding
Issuing Refunds
Report Preparation
Report Dissemination
Email Campaigns
Invoice Creation and Delivery
RM Information Changes
And Many Others

Customer Service Robotic Process Automation

Customer Service Robotic Process Automation (CS RPA) is one of Jacada’s leading contact center solutions for implementing automation of processes required to fulfill online customer requests. Customers interacting with a live contact center agent or customer service chatbot benefit from shorter Average Handle Time (AHT) or even call deflection through the automated processes that take place by the implementation of Customer Service RPA.

Customer Service Robotic Process Automation is uniquely focused on generating ROI in the customer service space by drastically reducing the manual, error-prone and repetitive tasks of data entry, navigation and process fulfillment.

Customer Service Robotic Process Automation focuses on customer service scenarios which are difficult to fulfill using standard robotic process automation that traditionally focus on back-office automation.

CS RPA combines the best of both RPA and desktop automation

Desktop Automation

Desktop Automation is the deployment of robotic process automation in the contact center to assist, not replace, your agents. Contrary to popular narratives, robots are not used exclusively to replace their human counterpart. In high touch contact centers, agents and robots can work side by side to deliver the best possible customer interaction and customer experience in the most efficient manner possible – quite literally, automation with a human touch!

Robotic Process Automation

Much like the physical robots that have automated the assembly line, Robotic Process Automation can be thought of as ‘software robots’ that automate things like data entry and user interface navigation. Software robots are trained to interpret the user interface of third party applications and execute processes that would normally be performed by humans.

Built on the Interact Platform

Jacada Interact is the no-code development platform for designing, testing and deploying all Jacada solutions. Available on-Cloud, or on-Premise, our Interact Platform is designed to be rapidly deployed. Benefits of the platform include resiliency, scalability, security and access control.

The Business Benefits of CS RPA

Automate the process so we can get back to what’s important, servicing the customer.

Customer Satisfaction

customer satisfaction

If a customer service representative is focused on navigating systems, inputting data or copy-pasting, they are less focused on servicing the customer. Alternatively, if your chatbot is only capable of answering questions and not automating processes, your customers are not effectively being serviced.

Improved Accuracy

accuracy

Robotic automation never makes a mistake, unless it was programmed to do so. Rest assured that any automated processes take place with the highest possible accuracy, most possible adherence to compliance and unbeaten level of consistency.

Agent Productivity

Agent

Like we mentioned earlier, let the robot handle the mundane, repetitive, error-prone tasks so your agents can focus on what is important, the customer.

Rapid ROI

roi

Cost reduction is the name of the game. Automation has been a huge player in driving down costs associated with the automation line. Automation of the contact center is no different.

Reduced Average Handling Time (AHT) by 20% - 30%

Increased First Call Resolution (FCR)

Related Resources

The Rise of Customer Service RPA

In order to step up to the seemingly impossible challenge of enabling deeper customer engagements, support organizations are turning to automation. It expands self-service from responding to questions to actually completing customer requests such as returning a product or changing a flight. Automation can also assist agents who deal with a common contact center problem of having to juggle multiple systems and applications during live customer interactions. Thankfully, robotic automation has come of age. Let’s explore this critical technology and how it can help customer service.

Contact Center Automation: How Customer Service RPA is Shaping the Industry

Contact Centers are not the typical "low hanging fruits" for enterprise automation, often characterized by high diversity and high complexity – both known automation killers. However, new technologies are changing this, making Customer Service Robotic Process Automation (Customer Service RPA) a viable option.

Customer Service RPA also Enhances our other Capabilities

Automation, when applied to our other out-of-the-box agent optimization and digital self-service capabilities can bring you leaps and bounds closer to autonomous customer service. Customer Service robotic automation plays a critical role in assisting agents supporting customers by automating time consuming and error-prone manual tasks. The very same automation can also be applied to customer self-service processes where a customer service representative is not involved or needed.

Jacada Solutions Portfolio

Self
Service

Assisted
Service

Related Blog Articles

Using Robotic Process Automation (RPA) to Reduce Agent Churn

Using Robotic Process Automation (RPA) to Reduce Agent Churn The increasing levels of technology being adopted into the contact center may leave some agents fearing for their jobs, but RPA will only benefit them in the long run.

Which Industries are Already Benefiting the Most from Robotic Process Automation

Robotic Process Automation (RPA) has been one of the most revolutionary products of enterprise technology in the last few years, stirring the winds of change in the business world by enabling increased productivity at reduced costs, and one which will likely eventually be leveraged in just about every industry. In fact, according to a recent report by McKinsey and Company, it’s predicted that automation technologies, such as Robotic Process Automation, (RPA) will have a potential economic impact of nearly $6.7 trillion by 2025! For now, however, there are three particular industries that are most reaping the benefits of RPA, blazing the automation trail. Lets take a look:

Top 5 Automation trends in the Contact Center

It seems automation is everywhere these days, allowing people to accomplish a variety of tasks faster, and the customer service industry is no exception, where technological advancements continue to transform the customer experience, and businesses continue to discover the benefits of real-time automation. Here are the top 5 customer service automation trends in 2018:

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