The value of delivering exceptional customer service is well known, with a recent HubSpot survey finding that 93% of respondents would be more likely to make repeat purchases with companies that offer excellent customer service.
The plethora of communication channels available to customers (social media, mobile, email, telephone, and many more) combined with the increasing volumes of queries and requests has meant that many contact centres and customer teams are not able to support customers to the level that they would like.
The plethora of communication channels available to customers (social media, mobile, email, telephone, and many more) combined with the increasing volumes of queries and requests has meant that many contact centers and customer teams are not able to support customers to the level that they would like.
Understanding the Customer Journey
When identifying what can be done to overcome this challenge, businesses must first understand the customer journey, the touchpoints, and the sources of information needed to support activities. An example of a customer process might begin with the individual needing to ask a question about their order.
In the first instance, they might look on the business’s FAQ page or their order confirmation email to find the information needed. If they are unable to find the correct information relating to their order, they are then required to either send an email to the help team or call the contact center. Both of which require considerable time and effort for the customer and are often subject to lengthy waiting times, negatively impacting experiences and damaging an organization’s reputation and long-term success.
Delivering Unified Experiences with Intelligent Automation
Businesses, therefore, need a solution that enables them to deliver a connected omnichannel experience to customers. Intelligent Automation could offer such a solution, combining Digital Workers (RPA) with other smart technologies such as Conversational AI Assistants, to deliver enhanced self-service through creating a unified hub for information and performing key tasks.
Enabling significantly improved customer experiences through providing them with 24/7 access to support, additionally helping to reduce the pressure on contact centre teams through deflecting a large proportion of inquiries and tasks, freeing up to focus more critical issues.
How it Works
Solutions such as Blue Prism’s Service Assist enables organisations to combine technology applications in an easy drag and drop application – reducing the time to deployment and the reliance on coding and IT Teams.
A Conversational AI Assistant can be deployed to multiple communication channels and utilises Natural Language Processing and Machine Learning to understand the true intent of a customer’s request. Applying previous learning and knowledgebases to identify the correct outcome required, gathering the information to support the request or query through the natural consequence of a conversation, and then triggering a digital worker to perform the relevant task with the normalised information.
This combination of technologies means that customers can perform the tasks they need when they need it and delivers a true omnichannel experience – improving engagement and customer satisfaction leading to improved retention and long-term success.
Want to Find Out More?
If you would like to find out more about how Intelligent Automation can help to transform customer and contact centre experiences, why not register for our upcoming webinar.
The session will be hosted in collaboration with RPAi and Blue Prism and will explore the challenges facing contact centres and how Intelligent Automation can help, as well as provide an exclusive demonstration of the technology in action.
Speakers
- Alisa DiStaso, Contact Centre Solutions Director, Blue Prism
- Terry Woods, CEO, RPAi
- Adam Harrold, CEO, Humley
Timing
September 29, 2021, 10 – 10.45am EST