How Desktop Automation Improves Agent Performance

Desktop automation has a major impact on the customer service industry. Contact center agents use automation to finish tasks faster and quickly access data, which leaves plenty of energy for delighting customers and providing top notch service.

How Desktop Automation Tools Work

  • Hotkeys or triggers immediately start a specific workflow on the computer. By triggering a workflow with just one click, agents save a lot of time that used to be spent on manual processes.
  • Desktop automation software usually comes with standard workflows that you can start using right away. You’ll also have the option to customize the workflows or create brand new ones.
  • Different apps trigger different actions based on how the customer interacts with it, all without requiring the agent to be logged in at the moment.

Sample Desktop Automation Workflow

Step 1: Software identifies and authenticates the customer.

Step 2: A live agent listens to the customer and then determines that they need to provide more information.

Step 3: The software collects the additional data.

Step 4: The live agent reconnects with the customer to verify that the information has been received and to finalize the conversation.

This may sound clunky if you think of it in terms of a calling customer ­– transferring a customer back and forth between a computer system and an agent is frustrating. However, if it’s happening on live chat, the customer probably won’t realize when they’re speaking with a chatbot as opposed to a real agent.

Benefits of Desktop Automation

  • Desktop automation puts robots next to agents so they can carry out simpler tasks. The robots are unobtrusive – they’re a tool for the agents, not something that gets in the way.
  • Automation tools also handle the tasks that are more prone to errors when in the hands of live agents.
  • Desktop automation tools don’t get tired. They’ll continue making the same decisions no matter how long they’ve been working. Agents are then free to connect on an emotional level with customers and they’ll have the energy needed to do so.

Contact center systems can be complex, with multiple applications for different needs. This is why so many contact centers are streamlining operations with desktop automation. Existing applications can be combined into one user-friendly platform to ease workflows and automate tasks. Agents no longer have to spend time on data entry or get stuck navigating complex systems.

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