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BPO Trends | Insight & Benefits of Robotic Process Automation Customer Service
RPA or better known as Robotic Process Automation software is slowly growing to be a formidable business practice. According to a study by Deloitte, RPA will achieve a near-universal adoption in the next five years providing companies with the following:
Increase in productivity
As this continues to evolve, business transactions will be a little bit different compared to now. However, the change is guaranteed to yield a mountain of benefits not only for enterprises but for employees & customers too.
And this blog will show you what those are. But first…
What is RPA?
Robotic Process Automation is a software program that carries “robots” or “bots” that help employees perform repetitive, tedious, and mundane tasks. Take note that they are different from Artificial Intelligence or AI.
They cannot learn by themselves.
Rather, specific tasks are manually programmed to replicate the actions of a real human engagement with one or two software applications in performing data entry, replying to simple customer queries, and processing standard transactions.
As agents work on solving problems of customers, the bots do more of the administrative role specifically in data input. You can learn more about RPAs benefits by reading on.
When employees ask customers their details multiple times, it can cause even more frustration decreasing the chances of getting the main issue resolved. To add, the chance of mixing the customer data with another can wreak havoc.
Robotic Process Automation eliminates these risks.
Bots extract, analyse, and cross-reference data across multiple sources with just one click by the staff. With this, it allows them to invest more of their time listening to their customers.
By having RPAs, you can see how much data has been processed within a day or for an entire year. Even after an unexpected power shutdown, bots easily recover data/records to where it was last saved or processed.
Manually copying data from multiple systems of one single customer strains an employee’s work productivity. As RPAs take over, the employee’s administrative workload diminishes, giving him/her more time to focus and concentrate on high-value tasks.
Stress, fatigue, and emotional stability all play a role in how a staff inputs data. The greater the stress, the greater the possibility of error and stagnation—those do not exist with bots. They analyse and arrange data efficiently at lightning speed without taking any breaks in between resulting in excellent customer support.
Increased Range for Data Collection
Some data can be labour-intensive to extract manually. Bots save agents from doing that. They can interact with legacy systems efficiently, enabling an analytics team to formulate more accurate analyses.
Prediction of Customer Needs and Behavior
By having the skills to manage data, bots can effortlessly scan, analyse, and cross-examine a customer’s enquiries. With the help of machine learning devices, they are more than likely to predict what customers will want or do next.
Increased Availability and Output
Another reason why Robotic Process Automation is beneficial for companies is that it can work for you 24/7 for 365 days.
And if you look at this business practice in terms of its impact on a night-shift employee’s health, it somehow saves them from adding fatigue, quality variance, and stress—keeping your customers happy.
As an Australian BPO company, we are keen observers on what’s impacting the Call Centre Outsourcing industry on a global scale. We understand that by giving our readers the relevant information, we are in our little ways, helping their enterprise move forward.
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