Robotic process automation (RPA) uses software and robots to capture and parse data. In the contact center, RPA supports the IT department and streamlines workflows. Though some feel that jobs will be lost to RPA, the more likely outcome is that RPA will elevate contact center performance and help live agents deliver better, richer service. Here are five ways that RPA enhances the modern contact center.
1. A large volume of data can be moved quickly.
There are many reasons why contact center data may need to be moved: if the data comes from various databases but has to be combined in order to carry out a process; if databases have to be filled in with bulk information; or if data has to migrated from an old application to a new one. RPAs can manipulate data incredibly quickly, whereas manual entry would take up far too much time.
2. The customer experience is improved.
Having to ask for the same information more than once is frustrating for both the agent and the customer. RPA is able to collect information at the start of a query, then immediately add the data to any of the platforms the agent will be accessing. By eliminating the need for extra data entry, the agent can solve the customer’s problem quickly and move on to the next person in the queue.
3. Desktop automation improves employee confidence.
Rules-based desktop automation can handle specific employee tasks, turning employees into decision-makers instead of sidetracking them with basic duties like filing and updating customer information. When employees feel that they’re needed for complex issues, they’re more likely to be engaged with their job and devoted to customer satisfaction.
4. Time is maximized.
RPA allows for real-time data collection and analysis because it’s able to process information in mere seconds. Moreover, data processing via RPA is accurate, eliminating the need for time-consuming corrections. The contact center’s analysts can then devote more time to completing higher-level tasks.
5. Workflows are optimized.
There are numerous optimizations that result from RPA. Live agents can handle customers who need personalized attention. First Contact Resolutions rates are improved, as is accuracy. Following up with customers is also streamlined.
RPAs are bound to become the standard in contact centers. Knowing how to work with them and designing your processes around automation will help propel your customer service forward.