Robotic Process Automation (RPA) is far from new. For the past 30 years, it has been evolving on an unimaginable scale, from an era of mainframes, screen scraping, and optical character recognition to today's smartphones, machine learning, and artificial intelligence.

Going beyond its status quo of automating repeatable, high-volume workflow tasks to maximize cost efficiency and employee productivity, RPA is emerging as one of the most powerful, AI-enabled technologies, helping companies achieve much larger goals.

The technology is moving from automating traditional back office or behind-the-scenes tasks in HR, finance and accounting like data entry, loan processing, reporting processes, maintaining inventory, and maintaining paperwork to middle and front office processes, where software robots can mimic exact human behavior to execute a sequence of meaningful steps/actions in both "attended" and "unattended" modes.

Attended bots work alongside humans to deliver attended automation, while unattended bots execute batch operations or interact with applications independent of human involvement. In both cases, RPA helps contact center agents, for instance, spend less time switching between applications or pulling out customer information during live customer calls and focus on high-value tasks.

Robots can interact with apps and systems just like agents do, but they are faster, more accurate, and highly secure. This can save time and reduce call handling times, turnaround times, and operational costs while improving cross-sell and up-sell opportunities and agents' productivity. And, RPA is easy to integrate into any environment by replacing the infrastructure and systems.

Servion is a strategic partner for several global players in implementing enterprise-level RPA tools that enable server-based robots to automate the entire processes with both "attended" and "unattended" automation capabilities. Let's look at some of the key features that Servion's RPA solutions offer to contact centers.

1. Integrated agent desktop: A single-screen access to disparate systems and applications through a presentation layer, providing the agents with easy access to information to keep pace with the ever-evolving customer expectations.

2. Dynamic data management: A unified knowledge repository that the agents can access from a single click in real-time. The relevant customer data like order status, order number, pending support tickets (if any), shipment ID, etc., is present at every touchpoint in the end-to-end customer journey.

3. Error-free processing: Integrated and automated data entry and navigation between systems without disrupting the underlying infrastructure. This ensures processing and information accuracy, reduced errors, and compliance.

4. Empowered agents: Bots automate much of the time-consuming and redundant manual tasks, like application launch and mouse clicks; field entries, like cutting and pasting from different apps; and basic calculations, eliminating the need to switch between various applications.

5. Streamlined wrap-up processes: RPA robots carry out all wrap-up processes like inquiry capture four to five times faster than agents. This dramatically improves wrap-up stage productivity, handle times and service-level agreements, and reduces AHT by triggering automated processes from system events.

6. Analyze and report: Customizable audit options, call recording, and analysis deliver insights for continuous process optimization. A centralized robot management tool monitors the health of the system and allocates robotic resources based on real-time needs.

Want to learn more about how Servion enhances your overall customer experience and workflow processes using RPA? Talk to our CX specialist to set up a demo.
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