Are robots taking over the customer service world? Will callers never speak to a live human again? Not likely, and here’s why: due to more complex issues that customers are unable to solve for themselves, average call handle times have actually increased in recent years. This means that agents need to spend more time relating to callers, deeply understanding the details and resolving problems with empathy and compassion.
Robotic desktop automation, robotic process automation and artificial intelligence are behind-the-scenes tools that greatly help humans simplify their jobs. When repetitive tasks are automated, the time saved searching, clicking and scrolling is exponential. This frees up valued employees to provide friendly, knowledgeable service to customers who desire a genuine connection.
- Robotic Desktop Automation (RDA) —A smart technology that reduces handle times and manual agent processes and errors by consolidating multiple systems and data through intelligent rules-based workflows. When mundane, repeatable tasks and keystrokes are automated, valuable time is saved, and the agent can focus on managing the customer conversation and the right resolution with near-perfect accuracy.
- Robotic Process Automation (RPA)— An advanced software that is unattended, meaning “robots” work without human intervention to complete manual processes. Alorica’s custom-designed robots tackle manual, repetitive and rules-based processes that were once completed by live agents, but in a fraction of the time and without errors. One robot typically equates to an average of 3-4 FTE, and a process can be automated in 4-8 weeks, realizing cost ROI in as little as 3 months. Companies can then free up human resources to better serve more complex customer cases.
- Artificial Intelligence (AI)—With assisted intelligence, the technology has been “trained” with different scenarios that demonstrate how to help guide an agent to answers and resolutions—increasing agent effectiveness, accuracy, speed to proficiency, and performance predictability. Unbeknownst to the customer, the agent receives automated help that provides relevant data or solutions to resolve customer issues quickly and accurately
For further insight into RDA, RPA and AI, download the Improving Performance Variability: Educate and Automate Capabilities for Consistency eBook now.