T-Impact work with proactive companies, seeking to drive change and achieve rapid ROI through digital transformation, and one such example is the use of robotics within customer service departments.
Speak with one of our experts to learn how companies throughout the UK are using robotics and AI to transform their customer onboarding process and query and complaint procedures in order to drive higher levels of customer satisfaction while reducing costs.
Improved Customer Experience, Higher Satisfaction Levels
Immediate Engagement for Customers
No Manual Errors in Data Entry & Validation
Reduced Operating Costs
Many companies are using digital assistants to deal with queries and complaints within their organisation, which works well when the chatbots have clear pre-defined responses for common questions or concerns. The chatbot can pass the exception to the robot which extracts the information from existing systems without the need to build new interfaces. However, when queries or complaints have no predefined responses or require data rooted in specialist systems or to extracted, problems can emerge.
Furthermore, when on-boarding customers, most organisations use multiple software packages which can result in data being duplicated, and if a single error is made, which is common with human error, then the process is disrupted resulted in customer experiences being compromised and potential legal ramifications. Businesses have to ensure that their clients are signed up for the correct products or services, and these checks can extend across multiple systems and personnel. Moreover, features need to be activated at the right time according to contract obligations, and customers need to be informed of this fulfillment. As customer service representatives are often extremely busy, incorrect data entries are common and therefore the value that RPA can bring is huge.
When dealing with queries and complaints that fall outside the traditional parameters defined in their programming, the robot can automatically escalate matters to the human workforce. This collaboration between humans and machines to ensure that each party focuses on their strengths is at the heart of any successful RPA project. The key benefit of using robotics to track queries and complaints is that it guarantees immediate engagement for the customer, which is particularly helpful when the issue occurs outside of traditional working hours.
In the case of on-boarding, robotics can quickly implement validation rules in a consistent, clear manner, meaning they will always enter data correctly every time on each system. Furthermore, robots can audit every step, so you can demonstrate compliance checks such as anti-money laundering measures, to obey all necessary legislation and in the fulfillment stage, robotics can ensure data is validated by checking addresses against Post Office master lists.
The chief benefits of robotics during on-boarding procedures are ensuring full compliance and improving customer experience, but it also helps businesses to reduce the cost of senior individuals having to resolve issues in the on-boarding cycle, which is almost always due to human data error.