Customer service automation

Customer service automation as a typical use case of RPA

How to automate customer service with RPA software solutions

In today’s competitive environment, businesses 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 automate customer service and generate profit? What things should you change? 

The answer is pretty simple—first of all, you should minimize manual and repetitive work and remove human errors. In fact, that can be easily made with the help of robotic process automation (RPA) software. And there are more other benefits of RPA for business. In this post, you’ll learn how to use RPA to improve customer service and increase 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 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.

Robotic process automation perfectly fits the tasks that are:

 

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

 

Some interesting facts about RPA technology

According to the Deloitte Global RPA Survey, RPA continues 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 can help solve a number of industrial challenges. However, RPA technology seems to have the highest potential in customer service. Here it comes up with plenty of benefits, from minimizing human errors to improving customer loyalty. Satisfied customers = loyal retaining clients = income. Sounds great, doesn’t it? So, let’s see how to automate customer service with RPA software.

1. Automate manual, repetitive, and time-consuming tasks 

There is 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 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 this, 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. Improve customer service due to fast issue resolution and personalization

RPA is transforming the way how businesses interact with their customers. Thanks to such things as efficient issue resolution, fast request processing, and personalized experience, individuals receive great customer 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. 

Virgin Trains, a UK-based train operating company, employed RPA solutions to return people their money in case of late-running trains. It also leverages natural language processing tools to recognize the key message in the customer’s text. This enabled the organization to reduce both email processing time and manual labour involved in customer communications via emails by 85%. As a consequence, clients enjoy receiving answers much faster. 

3. Boost employees’ productivity and focus on customers

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. 

Concerning a practical use case of RPA, 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 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. With the use of a bot, AT&T managed to shorten the 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

Here at YSBM Group, recently we have implemented a multi-flow RPA 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 project or strategies to improve KPIs and our insights, feel free to email us at development@y-sbm.com.

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. Also, 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. 

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