Contact centers are the first mode of communication with the customers for a business. The services provided by them can make or break the customer service experience and increase the profits of a company. Therefore, it is very important to integrate the right technologies and tools to achieve success on a large scale. Intelligent automation was introduced in order to minimize the efforts of manual working, reduce operational costs, and improve efficiency.
Let’s dive deep into what intelligent automation is and the technologies it can bring to revolutionize modern contact centers.
What is Intelligent Automation?
Intelligent Automation or cognitive industrialization uses technologies like artificial intelligence (AI), business process management (BPM), and robotic process automation (RPA) to improve the overall customer experience. Embracing these latest technologies can benefit a company for digital upliftment and minimize human labor along with saving the cost of resources. The point that needs the main focus is that these technologies can improve both outbound and inbound call center services by providing personalized solutions. Hence, intelligent automation tools have the capability to magnify your business’ progress and create new platforms to enter a customized customer-supporting digital world.
Intelligent Automation Tools
-
Artificial Intelligence
We’re all familiar with Siri, Alexa, Netflix’s recommendations, Chabot’s, etc. All these are the representatives of AI. AI is widely spread to build smart machines to improve the efficiency of a company by avoiding manual tasks. AI-assisted Chabot’s are referred to as Intelligent Virtual Assistants (IVA). This creates a personalized user experience with the appropriate combination of information from the past conversation, geographical placements, cognitive computing, market knowledge and analysis, and details collected in the customer support system. Inbound call center services showcase the benefits of this system by answering repetitive questions from different customers quickly and efficiently.
-
Business Process Management
Sometimes, it is important to take a step back to find out the loose ends in your business growth. To help you recover your fame or build one for yourself, Business Process Management offers you techniques to create, edit, and analyze processes that are very crucial for your business. It has no relation with task management or project management. Rather, it focuses on repetitive and ongoing processes to increase the efficiency of working in an organization. To modernize your business, you will need the help of these platform-agnostic or simply cross-platform tools.
-
Robotic Process Automation
RPA is no longer new to the market leaders who use this technology to build, manage, and deploy software in easy steps. Software robots are capable of doing all the humanly tasks like navigating systems, extracting data, understanding the concept, etc. at a much faster pace. On the other hand, Robotic Desktop Automation is a part of the user’s or employee’s desktop to boost up customer services. RDA is also called attended automation as this involves human intervention which is completely avoided in RPA. To attract customers from all over the world, outbound call center services make use of RPA to enhance sales and marketing processes. Therefore, this proves to be a smart step to increase sales.
The Future of Automation
Cognitive computing technologies have shown their benefits in reducing error, minimizing human needs, increasing customer satisfaction based on data-driven methods, personalizing the services provided to customers, and upgrading customer support. However, automation tools have not replaced humans and have enhanced their working efficiency.
Also Read:
The implementation of these intelligent tools saves millions for your company and accelerates profit generation. The optimized balance between the digital world and humans can definitely fetch a higher number of customers for your business. It is the right time to make your call center services robotic as the future lies here. Intelligent automation tools will magnify your business’ progress and create new platforms to enter a personalized customer-supporting digital world.