How attended RPA helps companies meet new customer demands

While it’s a cliché to say that this year has been unprecedented, the reality is that 2020 has presented companies with challenges never seen before. Of course, given the ever-changing restrictions, unexpected financial problems, and the fear of going through a pandemic, customers had more questions than usual. Even though both parties struggled to find their way around this new area, customers still expected the customer service reps to have all the answers on site, including new questions that only existed because of the pandemic.

Let’s look at the travel industry as an example. As the pandemic broke out, airlines and hotels were inundated with customers demanding answers about rolling frequent flyer miles, constantly changing flight schedules and refunds for booked vacations. Tour operators were suddenly forced to issue new guidelines such as: B. waiving cancellation fees or refunding previously non-refundable bookings in order to keep customers happy. With all these changes at once, the agents had to control these new procedures from newly remote environments. This often led to confusion and anxiety when talking to customers and frustration for the customer when there was a feeling that even the experts could not answer their questions.

This only increased the burden on customer service agents, who were also trying to find their way into their new normal. A Harvard Business Review study that looked at customer interactions during the first month of the pandemic found that the percentage of “difficult” customer service calls has more than doubled from 10% to 20%, which can have negative consequences. Difficult calls not only increase the possibility of burnout and the risk of customer service reps churn, but if customers feel like agents are not getting their problems right, the company risks losing them as customers – something that has a detrimental effect can to a company that is already struggling with financial problems due to the pandemic.

How have companies adapted to help their customer service teams deal with these changes? Introducing new technologies such as participating in automation or personal assistant bots for each agent or service person, which many companies have turned to for support during this challenging time. Robotic process automation (RPA) has seen strong double-digit growth worldwide over the past year as more companies sought additional support. What role does the visited RPA play in customer service?

Another kind of automation

Companies aren’t using RPA the way you might think they are. Customers still want to speak to live representatives when they call the support desk. Rather than replacing employees with robots, companies are using automation technology to provide each employee with a personal assistant bot that they can use to do their job better.

These RPA bots in attendance work with agents to provide guidance during a customer interaction that makes the conversation smoother by providing real-time insights, guidance and execution of various tasks such as calculations, summarizing important data, and updating various company applications (up to ) give name a few). When combined with an AI-based speech analysis technology, RPA bots visited can also identify inconsistent or ineffective behaviors by agents and guide them to change their strategy while the customer is still on the line in order to change the course of the conversation and achieve one positive result.

These bots also autonomously collect different types of data throughout the conversation, e.g. For example, whether the customer has previously spoken to support about a problem in order to make it easier for employees to adapt their behavior and to immediately answer multifaceted questions or problems. And robots rarely make mistakes – which means their use is likely to increase overall customer satisfaction and ensure agent compliance.

As if dealing with new issues raised by the pandemic weren’t challenging enough, the current situation in the distance makes it even more difficult to keep up. Working remotely makes it difficult to communicate new policies. Gone are the days when a manager could announce a change in a room full of agents who can then ask questions and chat about the updates. Instead, these agents often have the burden of tracking and understanding updates to their processes, which may only be sent via email. There is no time for uncertainty when a customer is on the line (both literally and figuratively). This is another area where visited RPA bots can step in to provide guidance and recommendations in real time. By analyzing the conversation and collecting data from the customer’s records and cross-referencing them with the latest company policies, these bots can provide links to relevant resources that help the representative answer questions without missing a beat.

Finding a balance for the future

Despite the many advantages of automation in customer service, companies and customers still regularly grapple with the “automation fear” of robots that dominate the industry. From a customer perspective, the idea of ​​calling a service desk and not being able to put a real person on the phone can be stressful, especially as customer challenges have become more complex over the past year. This is why visited automation is key – visited RPA bots work side-by-side with human representatives, so human-led customer service remains the cornerstone of the industry.

The future is still unpredictable and many industries – like travel – can expect long-term effects from the pandemic. While numerous new challenges have emerged over the past year, technology like RPA can help ease the transition to the new normal and provide security in the face of unknown factors. By providing customer service reps with real-time insights and guidance, customer sentiment information, and the resources they need to solve complex customer challenges, RPA will serve as a landmark light for the future of customer service.

March 30, 2021