How To Use Intelligent Automation To Enhance Your Contact Center’s Profits?
Contact centers are the first mode of communication with the customers for a business. The servicesprovidedbythemcanmakeorbreakthecustomerserviceexperienceandincreasethe profitsofacompany.Therefore,itisveryimportanttointegratetherighttechnologiesandtools toachievesuccessonalargescale.Intelligentautomationwasintroducedinordertominimize theeffortsofmanualworking,reduceoperationalcosts,andimproveefficiency.
Let’s dive deep into what intelligent automation is and the technologies it can bring to revolutionizemoderncontactcenters.
What is Intelligent Automation?
IntelligentAutomationorcognitiveindustrializationusestechnologieslikeartificialintelligence (AI),businessprocessmanagement(BPM),androboticprocessautomation(RPA)toimprovethe overall customer experience. Embracing these latest technologies can benefit a company for digitalupliftmentandminimizehumanlaboralongwithsavingthecostofresources.Thepoint thatneedsthemainfocusisthatthesetechnologiescanimprovebothoutboundandinboundcall centerservicesbyprovidingpersonalizedsolutions.Hence,intelligentautomationtoolshavethe capability to magnify your business’ progress and create new platforms to enter a customized customer-supportingdigitalworld.
Intelligent Automation Tools
1. Artificial Intelligence
We’re all familiar with Siri, Alexa, Netflix’s recommendations, Chabot’s, etc. All these are the representativesofAI.AIiswidelyspreadtobuildsmartmachinestoimprovetheefficiencyofa company by avoiding manual tasks. AI-assisted Chabot’s are referred to as Intelligent Virtual Assistants(IVA).Thiscreatesapersonalizeduserexperiencewiththeappropriatecombination ofinformationfromthepastconversation,geographicalplacements,cognitivecomputing,market knowledgeandanalysis,anddetailscollectedinthecustomersupportsystem.Inboundcallcenter servicesshowcase the benefitsof thissystem byanswering repetitive questionsfrom different customersquicklyandefficiently.
2. Business Process Management
Sometimes,itisimportanttotakeastepbacktofindoutthelooseendsinyourbusinessgrowth. Tohelpyourecoveryourfameorbuildoneforyourself,BusinessProcessManagementoffersyou techniquestocreate,edit,andanalyzeprocessesthatareverycrucialforyourbusiness.Ithasno relation with task management or project management. Rather, it focuses on repetitive and ongoing processes to increase the efficiencyof working inanorganization.To modernize your business,youwillneedthehelpoftheseplatform-agnosticorsimplycross-platformtools.
3. Robotic Process Automation
RPAisnolongernewtothemarketleaderswhousethistechnologytobuild,manage,anddeploy softwareineasysteps.Softwarerobotsarecapableofdoingallthehumanlytaskslikenavigating systems,extractingdata,understandingtheconcept,etc.atamuchfasterpace.Ontheotherhand,
RoboticDesktopAutomationisapartoftheuser’soremployee’sdesktoptoboostupcustomer services. RDA is also called attended automation as this involves human intervention which is completelyavoided inRPA. Toattractcustomers from all overthe world,outbound call center servicesmakeuseofRPAtoenhancesalesandmarketingprocesses.Therefore,thisprovestobe asmartsteptoincreasesales.
The Future of Automation
Cognitive computing technologies have shown their benefits in reducing error, minimizing humanneeds,increasingcustomersatisfactionbasedondata-drivenmethods,personalizingthe services provided to customers, and upgrading customer support. However, automation tools havenotreplacedhumansandhaveenhancedtheirworkingefficiency.
Also Read: TransformationofContactCenters
The implementation of these intelligent tools saves millions for your company and accelerates profitgeneration. The optimized balance betweenthe digital world andhumans can definitely fetchahighernumberofcustomersforyourbusiness.Itistherighttimetomakeyour call center services roboticasthefuturelieshere.Intelligentautomationtoolswillmagnifyyourbusiness’ progressandcreatenewplatformstoenterapersonalizedcustomer-supportingdigitalworld.
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