Learn how RPA automates repetitive tasks and optimizes customer journeys for happier clients & agents.

Optimizing Experiences Using Robotic Process Automation

A set of well-defined goals can define successful customer experiences. While the list of these goals has remained fairly consistent over the years, the methods for achieving them have continuously evolved alongside technological advancements. RPA, or Robotic Process Automation, is one such innovation that can empower humans to optimize CX journeys and accomplish goals more swiftly.

What is RPA (Robotic Process Automation)?

Robotic Process Automation (RPA) is a technology that uses computer systems or software to carry out and automate tasks typically performed by humans or by humans through computers. These tasks can involve entering and classifying data and making use of several applications at the same time to obtain specific outputs.

RPA empowers human workers by taking over these mundane jobs, allowing them to focus on more strategic and creative aspects of their roles. The presence of RPA helps a company enhance its productivity, reduce costs, and improve competitiveness. By automating repetitive tasks, RPA can reduce the error percentage to a significant extent. As a result, the quality standards of a process remain maintained.

As the days go by, more and more businesses are embracing Robotic Process Automation (RPA) tools or software. Here are the key reasons behind this trend:

  1. Ease of Implementation:
  • RPA tools feature a visual interface, allowing business units to set them up without extensive programming knowledge.
  • Configuration often involves simple drag-and-drop commands or recording actions on the computer.
  1. Minimal IT Involvement:
  • Implementing RPA doesn’t essentially require significant changes to existing systems.
  • Businesses can avoid frequent interactions with the IT team during setup.
  1. Compatibility with Existing Infrastructure:
  • RPA software seamlessly integrates with an organization’s current applications.
  • Unlike major system modifications, RPA doesn’t require altering core systems, providing a substantial advantage.

How can RPA help in Optimizing CX?

Ensuring a successful customer experience for a customer or various customers requires a combination of several strategic and numerous non-strategic or low-value tasks. While these latter tasks may seem basic, they’re the backbone of a smooth customer journey.

Also, effective customer interactions require emotional intelligence and strong soft skills to create positive and empathetic engagements. But beyond that, immediate access to relevant data is crucial. This includes a customer’s purchase history, personalization preferences, product/service type, and more. This data empowers agents to personalize interactions and provide solutions that truly resonate with the customer.

However, ensuring this data is readily available for agents requires a robust customer data management (CDM) system. Here’s what happens:

  • Data Ingestion: This refers to the process of collecting customer data from various touchpoints (website interactions, purchase history, support tickets) and feeding it into the system.
  • Data Classification: The system intelligently categorizes this data based on customer demographics, preferences, and past behavior, making it easier to understand and utilize.
  • Unified Customer Profile: The system creates a holistic view of each customer, compiling their history across all interaction points.

Up until recently, these tasks were solely handled by human agents. Imagine the sheer volume of data – millions of customer interactions meticulously entered, categorized, and profiled! This relegated skilled agents to repetitive tasks, hindering their ability to build meaningful customer relationships.

Enter – Robotic Process Automation.

How is RPA Helping Brands and Agents Optimize CX Journeys?

Implementation of RPA is imperative for present-day CX goals as it is specifically designed to tackle high-volume, labor-intensive, and time-sensitive jobs. Here’s a list of things RPA can do to optimize CX journeys:

  • Empowering Self-Help: For customer service teams, RPA tools can streamline tasks like answering frequently asked questions and guiding customers to self-service options, all contributing to a smooth experience across different channels. Furthermore, RPA-based chatbots can be used to offer 24×7 customer support to its customers.
  • Reducing Manual Work: RPA automates repetitive tasks like copying and pasting data from emails, chats, or web forms into customer relationship management (CRM) systems or other databases. This enables agents to focus on more complex interactions. Also, automating data entry significantly speeds up the process and eliminates the risk of human-generated errors.
  • Categorizing Customer Interactions: RPA can analyze customer inquiries and automatically categorize them based on keywords or specific criteria. This helps route inquiries to the most appropriate agent or department for faster resolution.
  • Automating Ticket Creation: RPA can automatically generate tickets in a system based on the classification of the inquiry. This eliminates manual steps and ensures all customer interactions are documented.
  • Automating Call Summaries: After each call, agents typically write a summary and store it in the company’s CRM system. This manual process takes up a significant amount of Average handling time (AHT). RPA can automate the creation of these call summaries. Speech analytics technology listens to the call recording and extracts key information like the customer’s issue, resolution, and any other relevant details. By automating call summaries, agents don’t have to spend time writing summaries and can dedicate their time to other customers in the queue.

Additionally, RPA also helps with streamlining information across systems, screening virtual documents, updating data, and identifying cases that need actual human agent assistance.

RPA Lessens the Burden on Human Agents

The field of customer service is a demanding line of work, and its processes can fall prey to inefficiency at any point. This inefficiency can be caused by high workloads, high attrition rates, a lack of skilled and experienced employees, or the unavailability of advanced contact center solutions and tools. In this challenging environment, RPA empowers agents by automating a range of mundane yet critical operational tasks. The extra time allows agents to upskill/reskill themselves and be more focused towards offering extraordinary customer support.

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Learn how RPA automates repetitive tasks and optimizes customer journeys for happier clients & agents.