Customer Service Robotic Process Automation (CS RPA) is Jacada’s solution for implementing automation of processes required to fulfill online customer requests. Customers interacting with a live contact center agent or customer service bot 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.
CS RPA 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.
CS RPA focuses on customer service scenarios which are difficult to fulfil using standard RPA tools that traditionally focus on back office 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 in the most efficient manner possible – quite literally, automation with a human touch!
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.
Contact centers have their specific challenges.
We have specific automation solutions:
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
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
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
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 and time on information lookup.
Expected Implementation: 3 weeks
Automate the process so we can get back to what’s important, servicing the customer.
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.
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.
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.
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.