5 Ways RPA Can Take Your Customer Experience To A New Level

One of the most talked-about, debated, and blogged topics these days revolves around artificial intelligence, Robotic Process Automation, and the myriad ways they will change our lives.

Due to the big buzz around, Robotic Process Automation has become the hottest topic of discussion among senior management. One of the main benefits of RPA is that it helps automate routine tasks. This increases employees’ productivity and gives them enough time to complete value-oriented tasks. Learn more about using Robotic Process Automation in other industries, like RPA in insurance or RPA in logistics.

But first things first.

Here in this blog post, we discuss RPA in customer service.

What is RPA?

Initially, automating processes aimed to increase the speed of order fulfillment. By eliminating manual data entry, businesses can improve speed, efficiency, and accuracy – and, of course, profit.

Fast forward to the early 2000s and the arrival of Robotics Process Automation (RPA). RPA is a capability (software and services) that allows virtual employees, also known as “bots,” to transact on any of the company’s systems like a human, performing complex rule-based actions.

RPA software allows users to create automation and manage workflows with drag-and-drop functionality in a visual way that can be completely independent of coding knowledge. The beauty of RPA is that it allows company employees to easily customize the “robot” for reasoning, gathering and extracting knowledge, recognizing patterns, learning, and adapting to new situations or environments.

The global Robotic Process Automation (RPA) market volume was estimated at $597.5 million in 2018 and is expected to reach $3.97 billion by 2025. According to a study by Grand View Research, Inc., the industry will grow with an average annual growth rate of 31.1% for the forecast period.

RPA dominates the industry today.

Why does customer experience management need RPA?

Many companies use RPA tools to develop software for data management, transaction interpretation, and interaction with other digital systems. You can scale your business growth by leveraging RPA automation best practices anywhere in your project.

Recently, a study was conducted with financial and accounting professionals on the benefits of using RPA software. The study concluded that automating robotics processes helped eliminate much of the repetitive, time-consuming, manual processes that professionals in these industries perform every day.

RPA can help improve workplace efficiency and provide more accurate insights. It can also give real-time access to financial data with analytics and reporting features.

Since the big data boom, the volume of financial data has grown exponentially. The only way that finance professionals can keep up is through the use of this type of technology. RPA can add real value not only to the customer experience at the operational level but also to the workplace from a strategic point of view and can help a company to profit.

Many companies are starting to pay attention to how RPA is improving their customer experience. This technology allows software robots to learn to mimic human behavior.

For example, RPA technology can manage enterprise software systems such as FSM software, ERP systems, and service management tools. This is achieved by using the interface of each application in the same way as a human would. The only exception is that the robot can work much faster and more efficiently without taking breaks or slowing down.

However, as with all technologies, there are some limitations to using artificial intelligence, RPA software, and machine learning. However, RPA significantly improves the customer experience and can boost your sales.

The RPA approach can optimize a company’s internal processes by combining technology and people. It can also help identify ideas and trends more quickly, allowing businesses to seize opportunities.

RPA works better with general rule-based tasks that require manual input. Once configured, the software robot will use different application interfaces. Typically, only a few modifications are needed to implement a robot. In some cases, if configured correctly, no changes will be required from the outset.

Five ways of implementing RPA in customer experience

Here are some ways RPA improves the customer experience, perhaps in your competing organizations.

#1. Focuses on tasks that develop customer relationships

Once again, robotic process automation helps companies automate routine tasks, which increases efficiency and reduces costs. When machines handle repetitive tasks, workers have more time to invest in value-driven tasks related to creativity, innovation, problem-solving, customer communication, and customer experience development.

Moreover, RPA allows customer agents to focus on customer relationship tasks.

Let’s see how RPA does it.

It helps agents by offloading repetitive tasks so they can focus more on improving their skills and strengthening customer relationships.

One of the most popular examples of using RPA was when one bank changed the order processing to use bots to process 1.5 million requests per year. You’d be surprised to know that the total work done by 85 bots was equal to the productivity of 200 full-time employees, but that was equivalent to only 30% of the cost.

Thus, using RPA helped the bank increase productivity, allowing it to use the saved time and money to solve value-oriented problems related to building customer relationships.

You can also hire RPA developers for your projects to increase the overall business performance.

Advantages of this approach:

Takes less time
Increase your productivity
Requires fewer resources
Reduces cost

#2. Quickly responds to customer requests

RPA has completely changed the way companies NOW respond to customer inquiries. Have you heard of Amelia before? It is a chatbot adopted by Allstate to help its employees interact with customers. Contact center operators can use Amelia to access the latest insurance policies and protocols while on the phone with a client.

Using this chatbot lets the company achieve the best of both worlds: on the one hand, customers get instant responses to their queries. On the other hand, they also get the speed and efficiency of the chatbot to handle huge volumes of ever-changing insurance information.

Gartner predicts that by the end of 2021, 15% of all customer service interactions globally will be handled completely by AI.

In the coming days, businesses will likely use RPA-driven chatbots to handle customer requests, showing that understanding RPA (Robotic Process Automation) techniques is NOW more important than ever.