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Robotic Process Automation & Orchestration (RPA)

Robotic Process Automation in Customer Service

2 min read
Author Business Systems UK
Date Apr 6, 2017
Category Contact Centre Optimisation

In today’s digital world, robotic process automation (RPA) is experiencing a fast uptake, driven primarily by the abundance of data accumulated by organizations and changes in consumer behavior.

As consumers, we have come to expect immediacy and accuracy for our typical dealings with companies, like seeking an answer to a question, placing or changing an order, or just updating our details. But, when faced with more complex issues, we look for empathy and understanding, and it is on these occasions that we tend to seek human assistance. Getting the perfect balance between the two represents a big challenge for companies, while at the same time it offers a significant opportunity to improve not only customer satisfaction but the bottom line as well. And this is where automation can help.

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