With markets getting more competitive and profit margins shirking at a worrying rate, enterprises are attempting to reimagine their customer service ecosystem. Business leaders have already acknowledged the role of RPA in enhancing process efficiency and workforce productivity to deliver better experiences to consumers. Following are a set of use cases where the application of RPA can improve the overall functioning of the customer service unit.
RPA can route service cases to agents based on the nature of the issue, priority, etc. Bots access and analyze case histories and identify the right people to address those. Bots send timely reminders to the concerned individuals as follow-ups until the issue is addressed.
Bots can be integrated with Natural Language Processing capabilities to check the happiness quotient of customers from their conversations. For conversations reflecting an unhappy customer, the email trail/audio files are forwarded to the concerned department for prompt action.
By leveraging RPA, enterprises can prepare survey templates, share those with intended respondents, and send timely reminders for participation. Once a participant responds, bots extract the relevant information, process it, and draw conclusions to help the customer service team with data-driven suggestions.
For service billing queries and discrepancies, bots can log into the system to invoke relevant data and analyze it. For invoicing, RPA with intelligence can handle invoice error reconciliation and parts of the decision-making process.
Bots can log in to disparate systems to access detailed customer profiles. With RPA, updating customer data in the database can be automated with high accuracy. For any update in customer information, concerned stakeholders are notified by bots.
RPA can be integrated with chatbots to assist customers in real-time by accessing relevant information from back-end applications such as ERP, CRM, etc. This eliminates the wait time of customers as they get instant access to product information, service case status, etc. Bots can be trained to perform tasks such as calls and messages without human intervention.
Bots can be used to draft emails regarding service requests, case status, service payments, etc., and share them with the intended recipients. Bots monitor responses to such emails by crawling the email subject line. They notify the service team about relevant incoming emails, extract the mail data, and update it in the system.
Bots can be used to prepare and share custom service reports. To that end, bots use prebuilt templates, fill those with the relevant data from ERP/CRM, and compile the reports in the desired format. For SLA management, bots can monitor the SLA plan’s progress and notify stakeholders before the plan breaches.
As the world steps into a new era after the Covid-19 disaster, businesses must ramp up their service workflows to win the approval of prospects and customers. To that end, RPA is a non-negotiable requirement and must be pursued aggressively. Connect with us to embark on the journey to optimal customer service.
Anjan Barman is a technology enthusiast with primary interests in the applications and possibilities of Cloud, RPA, AI, CRM, and the like in modern businesses. He loves exploring how innovations help organizations improve their efficiency while reducing operating costs and presents the same in an atypical way.