Customer service automation is a typical use-case of RPA as many companies deal with customers on a range of predictable, repetitive requests. Enterprises can automate common, reproducible agent tasks that are time-consuming and labor-intensive. Customer services can significantly reduce the time spent on identifying customers and deliver better customer support with a single customer view using RPA. As a result, customer service reps can reach to information faster and eliminate waiting times for your customers.

RPA can deliver the answers customers need around the clock particularly where customer cases are routine and straight forward. Gathering information is difficult for the service agent as they have to toggle from one system to the next, verifying the account in the CRM while all the other relevant customer information such as current order status, order history, and pending/support tickets maybe in the ERP and Ticketing system. Automation helps sorting queries and offer initial responses to customers. It can segregate queries into different categories and this sorting ensures the queries reach the right customer care agent for a quick resolution without the call being transferred from one executive to another.

Customer agents take the brunt of the burden of change or release of new products and services with more complex features at a higher rate than ever before. For example an e-commerce portal receives multiple customer complaints across various channels. RPA helps in processing all the required information, organize and sort in the required format, and resolve the complaint if it follows a pre-defined workflow just like an agent would do. The customer only needs to select and input the data as required. RPA provides faster resolutions with higher accuracy besides generating detailed reports for a deeper analysis that the company can use to prevent further incidents.

An RPA-enabled process can provide clients with immediate data insights, be it the progress of an order or the delivery status of any particular order. RPA can also help human customer service assistants get faster access to up to date, relevant customer data. Since the bots quickly process vast amounts of unstructured data into a coherent whole, they can be applied beyond customer services to help automatically prepare, analyze and interpret data.

Besides direct savings on money and time, RPA facilitates better resource utilization as customer support agents will be able to focus on tickets that need human judgment. Reducing the handling time of interactions will affect workforce planners’ to adjust your staffing and provide the ability to forecast and schedule agents. RPA also allows the customer support agents to focus on up-leveling their skills and nurturing customer relationships. And this will continue as automation improves and queries become more complex and take longer to resolve.