In this whitepaper from Forrester, Robotic Process Automation (RPA) is shown to improve the customer experience, and there is a clear path to doing so. When any technology or tool is used correctly, that is, operationalised well, it can produce significant improvements to how customer service agents deliver service. What we have seen is robotic process automation examples of assisting the contact centre agent by doing tasks on their behalf, RPA can speed up access to information and executing processes, whilst dealing with the customer. As a result, the contact centre agent is able to focus more on the customer instead of pressing buttons and searching through systems.
The key to deploying RPA in the customer service arena is selecting the correct processes. Monitoring performance, ensuring return on investment is achieved, as well as managing change and culture to communicate and educate how RPA will benefit the employee experience, will bring greater focus to the customer by making agents more effective.
The upshot of all of these points are that by having RPA in the right place and doing the right activities, the customer is the beneficiary of having more quality interactions with customer service agents.
Interested in how RPA can benefit your organisation? Get in touch for a chat about opportunities to automate processes for your business and see the benefits.