Elevate the Customer Experience
RPA automates the entire contact center workflow–utilizing software bots to work alongside agents, saving significant time and providing an elevated customer experience.
A Game Changer in the CCaaS Space
RPA provides contact centers with a low-risk approach to digital transformation through solutions like bot assistants and data management that applies intelligent solutions that improve the customer–and agent–experience.
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↓40% Average Handle Time
The average decrease in AHT with RPA.
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↑10% First Call Resolution
The average increase in FCR rate with RPA.
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↑10% Net Promoter Score
The average increase in NPS with RPA
RPA Fueled Contact Center Efficiency
RPA for the contact center mitigates risk and reduces the costs associated with compliance issues, while improving customer satisfaction with simplified returns, warranty processes and more.
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Insurance Provider -
big box retailer -
online retailer
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The Challenge
Agents miss upsell opportunities because customer information is not readily available.
- Customers frequently hold policies with multiple companies for their various insurance needs
- Agent required to navigate additional screens and/or applications to determine if upsell opportunities exist.
The Solution
Utilize bot assistants to help agents maximize upsell opportunities.
- Bot scans customer files for policy purchase data and identifies upsell opportunities based on data-driven rules
- Agents are prompted with scripts or questions to present to customers to inform them of additional product availability.
The Result
Cost savings for the customer while driving incremental revenue with contact center automation. More specifically:
- Improved customer convenience and cost savings when policies are bundled under one company.
- Easily generate additional revenue when opportunities are presented to customers during calls.
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The Challenge
Improve customer satisfaction while streamlining contact center processes.
- Agents taking calls for customer returns / refunds
- Agent adding refunds to a queue for Secondary Agent to process
- Primary Agent returning to queue to check work is carried out by Secondary Agent
The Solution
Initial pilot to document, automate and implement an RPA solution.
- Agent validates customer and starts automation cycle upon verification
- RPA pulls purchase history and credit information to action refund in real time
- Refund transaction complete during first call with 100% accuracy
The Result
Eliminate the need for multiple agents to complete processes with contact center automation. For example:
- Reduction in process length and double handling
- Increased customer satisfaction along with better worker experience
- Implementation in flight but already showing a positive ROI for cost of UiPath implementation
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The Challenge
Improve handle time and post call wrap-up for tracking inquiries
- Agents taking calls for tracking updates must pull order details from CRM and navigate to shipper websites for tracking info
- Upon call completion, the agent must enter notes with tracking details back to the CRM and send a follow-up email to the customer.
The Solution
Bots navigate CRM to streamline call processes and speed handle times.
- Bots work alongside agents to pull orders and log into shipper websites for tracking
- Details are presented to the agent to communicate to the customer and are entered back to CRM
- Bots send follow up email to customer
The Result
Lower handle times increase customer satisfaction with contact center automation, like:
- Process of gathering tracking details reduced from minutes to seconds, Increasing customer satisfaction
- Improved employee experience improves attrition rate, saving resources needed to onboard and train new employees.
With RPA Bot Assistants
Acting as “assistants” for your contact center agents, bots work behind the scenes to provide your agents with the information they need to sell additional products or services. The end result of RPA for your Contact Center? Added convenience for your customers and agents while improving your bottom line.
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verify & log in
Bots log into and navigate apps to gather information needed to complete the customer call.
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data retrieval
Agents are presented the same data and process by bots, ensuring consistent customer experience.
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script prompts
Bots prompt agents with scripts and questions based on data driven rules.
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data entry
Assign bots to enter data to multiple systems, saving time and ensuring consistency.
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post call wrap-up
RPA can automate post-call follow up emails and documentation to appropriate systems.
With RPA Bot Assistants
Acting as “assistants” for your contact center agents, bots work behind the scenes to provide your agents with the information they need to sell additional products or services. The end result of RPA for your Contact Center? Added convenience for your customers and agents while improving your bottom line.Bots log into and navigate apps to gather information needed to complete the customer call.
Agents are presented the same data and process by bots, ensuring consistent customer experience.
Bots prompt agents with scripts and questions based on data driven rules.
Assign bots to enter data to multiple systems, saving time and ensuring consistency.
RPA can automate post-call follow up emails and documentation to appropriate systems.
