How to automate customer service with RPA software solutions



In today’s competitive environment, companies worldwide are struggling to speed up workflow, enhance customer satisfaction, cut costs, and boost employees’ productivity. Ideally, they want this done through the use of cost-efficient solutions. However, how to ensure high-quality customer service and generate profit? What things should you change? The integration of RPA software is one of the best ways to accomplish these goals.

 

With robotic process automation applications, you will be able to minimize manual and repetitive work and remove human errors. However, there are many other benefits of RPA technology for business. In this article, you’ll learn how to use RPA software to improve customer service, increase customer loyalty, optimize different activities, and raise the conversion rate.

 

What is robotic process automation

Robotic process automation is a practice of utilizing software robots to replicate the activities of people interacting within digital systems to complete a variety of tasks. In simple terms, RPA technology relies on the pre-defined rules and detailed instructions to perform operations.  

 

RPA doesn’t imply the use of physical robots—only software programs that allow companies to automate manual work and minimize errors. These programs can be configured to support various processes according to business-specific needs. 

 

A plus is that in most cases, even a non-technical person can create scenarios to teach bots to make certain actions. Hence, in most cases, RPA-based solutions can be successfully used without providing employees with some detailed and complex instructions.

 

RPA software perfectly fits the following tasks:

  • Manual 
  • Repetitive
  • Time-consuming and mundane
  • Low-risk
  • Rule-based
  • Data-intensive
  • Clearly defined at every step of a business operation

Using RPA technology, you will manage to automate both simple and complex time-consuming tasks, for instance, data search and validation, fact verification, client account closing, incoming request processing, and a lot more. Now, have a look at how world-famous companies take advantage of using RPA software solutions.

 

Some interesting facts about RPA technology

According to the Deloitte Global RPA Survey, RPA solutions continue to meet and even exceed expectations across various dimensions that involve improved compliance (92%), enhanced quality/accuracy (90%), increased productivity (86%), and cost reduction (59%).

 

No wonder, that the global robotic process automation market is expected to reach $5 billion by 2020 (Transparency Market Research).

 

Such giants as Deutsche Bank, Walmart, AT&T, Vanguard Group, Ernst & Young, Walgreens, Virgin Trains, and American Express Global Business Travel have already adopted RPA-based customer service automation solutions. Perhaps, now is your turn?

 

Using RPA in customer service 

Obviously, the use of RPA software can help solve a number of industrial challenges. However, RPA solutions seem to have the highest potential in customer service. There are numerous benefits of RPA technology for business, from removing human errors and optimizing costs to improving customer loyalty and raising the conversion rate. 

 

Satisfied customers = loyal retaining clients = income. Sounds great, doesn’t it? Let’s see how you can integrate RPA-based customer service automation into your company. 

 

1. RPA technology to automate manual, repetitive, time-consuming tasks

There are a variety of customer service operations that can be optimized with RPA solutions. For example, you can use RPA technology to accelerate tasks like manual data entry and sorting, email communications, information search, difficult calculations, invoice generation, and request, payment, and claims processing as well. What’s more, RPA software can be employed to aid specialists when they answer the calls, e.g., by instantly providing relevant data.

 

Regarding robotic process automation applications, let’s consider the case of redesigning the claims analysis. David Schatsky, a managing director at Deloitte LP, shared the bank’s experience in integrating RPA for transforming the claims process. 

  

The company integrated 85 bots to run 13 processes and be able to cope with 1.5 million requests per year. Thanks to using RPA software, the bank managed to add capacity equivalent to over 200 full-time workers at nearly 30% of the cost of hiring more staff.

 

An important advantage is that it’s rather easy to adopt RPA-based customer service automation solutions. Also, they are low-cost compared to other software. Schatsky believes that such characteristics are essential as businesses can successfully grow without making huge investments. 

 

2. RPA-based solutions to improve customer service due to fast issue resolution and personalization

RPA software is transforming the way businesses interact with their customers. Thanks to efficient issue processing, fast request processing, and personalized experience, which become possible with RPA solutions, individuals receive great user service. Moreover, software bots can offer both leads and clients 24/7 support. Hereat, they retain to you again and again. 

 

Understanding the potential of RPA technology, companies are making active use of software programs for these purposes. Vanguard Group, one of the world’s largest investment management providers located in the USA, utilizes advanced algorithms called “roboadvisors” to create personalized financial advice/plans for each customer. 

 

With RPA integration, the organization managed to reduce either email processing time or manual labour involved in customer communications via emails by 85%. As a consequence, clients enjoy receiving quick answers to their questions. 

 

To learn more about NLP, a category of Artificial Intelligence, read our article “5 trends in Natural Language Processing”.


3. Boost employees’ productivity and focus on customers with RPA software

When your specialists don’t have to perform time-consuming and manual tasks, they get the ability to focus on more important things. For example, they can concentrate on lead generation activities, which will help you increase the conversion rate.

 

Concerning a practical use case of RPA solutions, AT&T, an American multinational customer service provider began utilizing RPA technology about 3 years ago. The organization’s ordering and provisioning systems were outdated and required automation. AT&T started looking at software bots in 2015 and as for 2016, there were 200 types of them used in the company. 

 

The top-priority goal of RPA integration was to relieve people from routine operations like data entry into outdated systems. Just imagine, to order Ethernet-based services, enterprise customers had to manually fill out a large document that consisted of 50+ fields. Sometimes it took hours to input all the necessary data. Using RPA software bots, AT&T managed to shorten this time to minutes.

 

Besides, now a software agent automatically pulls leads from various systems, which allows sales managers to pay more attention to customers and offer them more personalized service. 

 

Our experience in RPA software development

Here at YSBM Group, recently we have implemented a multi-flow RPA software system for a large accounting company. The organization had thousands of customers and numerous incoming requests per day. Since many processes were manual and time-consuming, it wanted to automate them.


Due to the use of an RPA solution delivered by our team, our client managed to optimize hundreds of thousands of daily operations and improve customer service. If you’d like to know more about this RPA software project or strategies to improve KPIs and our insights, feel free to email us at development@y-sbm.com.

 

 
Learn more about an RPA solution for human resource management: Teammy.app.

 

Closing thoughts

To sum up, RPA is one of the best customer service automation solutions. The use of RPA software enables to facilitate the work of employees, speed up manual and repetitive tasks, and provide clients with personalized service. Furthermore, software agents are less likely to make any errors. Instead, they ensure the highest level of accuracy. 

 

As a result, companies have both operating and labour costs reduced and customer satisfaction dramatically increased. What’s important, RPA integration doesn’t require high expenditures which is especially valuable for small and medium-sized businesses. 

 

If you want to discuss a project idea, you’re welcome to contact us. Having high expertise in delivering RPA-based solutions, we’ll be glad to help you with yours! If you have questions about the topic or just want to share some thoughts, feel free to leave your comments below. 

Bogdan COO
Bogdan
COO
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