contact center

elevate your customer experience

RPA automates the entire contact center workflow–utilizing software bots to work along side agents, saving significant time and providing an elevated customer experience.

intelligent automation

a game changer in the CCaaS space

RPA provides contact centers with a low-risk approach to digital transformation that applies intelligent solutions that improve the customer–and agent–experience.

  • ↓40% average handle time

    The average decrease in AHT with RPA.

  • ↑10% first call resolution

    The average increase in FCR rate with RPA.

  • ↑10% net promoter score

    The average increase in NPS with RPA

use cases

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.

  • insurance provider
  • big box retailer
  • online retailer
  • 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 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.

    • 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.

  • 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 start s 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.

    • 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
  • 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, agent must enter notes with tracking details back to CRM and send follow up email to customer.

    the solution

    Bots navigate CRM to streamline call processes and speed handle times.

    • Bots work alongside agents to pull order and log into shipper websites for tracking
    • Details are presented to agent to communicate to customer and are entered back to CRM
    • Bots send follow up email to customer

    the result

    Lower handle times increase customer satisfaction

    • 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.
don’t miss an upsell opportunity

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? Added convenience for your customers and agents while improving your bottom line.
  • verify & log in

    Bots log into and navigate apps to gather information needed to complete customer call.

  • data retrieval

    Agents are presented the same data and process by bots, ensuring consistent customer experience.

  • script prompts

    Bots prompt agents with scripts and questions based on data driven rules.

  • data entry

    Assign bots to enter data to multiple systems, saving time and ensuring consistency.

  • post call wrap-up

    RPA can automate post-call follow up emails and documentation to appropriate systems.

don’t miss an upsell opportunity

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? Added convenience for your customers and agents while improving your bottom line.
verify & log in

Bots log into and navigate apps to gather information needed to complete customer call.

data retrieval

Agents are presented the same data and process by bots, ensuring consistent customer experience.

script prompts

Bots prompt agents with scripts and questions based on data driven rules.

data entry

Assign bots to enter data to multiple systems, saving time and ensuring consistency.

post call wrap-up

RPA can automate post-call follow up emails and documentation to appropriate systems.