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How to Leverage automation and AI to enhance customer experience?

Updated: Feb 23, 2021

Hyperautomation is the latest and hottest trend in the tech world, driving demand for more advanced automation solutions that reach new corners of the enterprise. According to Gartner "They must deliver end-to-end automation beyond RPA by combining complementary technologies to augment business processes. Gartner calls this “hyperautomation.” "

Robotic process automation (RPA), AI/ML, analytics, and process mining are all creating new paths to fast, effective issue resolution. Rather than replacing human contact, industry leaders are using these technologies to augment human capabilities and elevate their customers’ experiences. This collaboration can achieve measurable KPI improvements like reduced average call handling times (AHT), greater first call resolution (FCR), and improved customer satisfaction (CSAT), ultimately driving revenue growth.

Here’s what you need to know about the next big thing in technology.

What is Hyperautomation? At its core, hyperautomation isn’t so much a new type of technology itself as it is a mindset and approach to automating processes. The basic idea is to continue pushing automation, incorporating advanced technologies to improve it and applying it to increasingly sophisticated workflows, customer interactions, and jobs. Ultimately, the biggest supporters of hyperautomation believe this approach will help organizations automate everything that can be automated. There is an enormous amount of untapped potential for hyperautomation to streamline, accelerate and enhance various workflows throughout organizations, including call centers. However, it’s important to realize that applying hyperautomation is not a one-size-fits-all solution, especially when comparing automation tools designed for back-office processes against those created to support a better customer experience.

How to Leverage automation and AI to enhance customer experience.

In an era of vast choice for consumers, customer experience rules. Customer experience has even surpassed price and product as a key brand differentiator, meaning every touchpoint with a consumer is critical to retaining them. You can improve experiences both inside and out, cutting costs and driving more revenue, with automation. As the frontline of the organisations, contact centre agenst must be able to seamlessly navigate multiple communication channels—in real-time—across the customer journey. This is where a core suite of seamless, multi-channel technology integrations, including automated business processes, unified data, and intelligent software robots, can empower agents by providing context to customer interactions via a comprehensive customer record. Intelligent automation has the power to bridge communication channels and back-end systems across the enterprise, to deliver a single view of the customer.

What outcomes can you expect from a of hyperautomation-driven contact center solutions?

  1. Improve customer experiences. With robots handling tasks, teams are free to deliver world-class, personalized services to customers.

  2. Elevate your employees’ experience. By automating tasks, your teams are free to spend time on higher-value work, resulting in happier agents whose positive engagements equate to happier customers.

  3. Save time and effort. Uncover efficiencies and insights that streamline digital transformation and increase its cost-effectiveness.

  4. Increase business resilience. Error-free, compliant processes across any complicated tech stack means that you’re ready to respond quickly to any shifts in the market.

What are the best hyperautomation-driven contact center solutions?

There is no one single solution – RPA or otherwise – that can hyperautomate every call center interaction and back office workflow. The nature of the work is simply too complex for a one-size-fits-all approach.

NativUC team can directly assist you in identifying the right type of technology required to effectively manage call center operations. Our power lies in turning insights into strategies and giving you the power to make effective business decisions.

Talk to us today to see how we can help. or call 02 9051 0707

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