In the second of this article series, we’re sharing the most interesting questions from an audience including: CX specialists, Heads of Innovation, CIOs and Heads of Automation - all expertly answered by our CEO, Chris Lamberton.
Can TrustPortal be used outside of attended automation with an unattended process?
Yes, and in all parts of an organisation too. TrustPortal can be used across any enterprise to join-up, and transform attended and unattended processes: from the front-office, all the way to the back-office and into self-service channels.
For ‘unattended’ back-office processes, TrustPortal helped a large financial services company deploy self-service capabilities to 5000 employees globally. With less effort, they can now swiftly perform HR and payroll type transactions, such as requesting overtime approvals, booking holidays and other activities.
There’s a large BPO using TrustPortal, combined with AI to enhance a cash accounting and reconciliation process. This involves scanning invoices and then enabling employees to reconcile against invoices and payments. The results include much higher quality exception handling volumes, delivered 50% faster - and a big reduction in ‘failure demand.’
We also cater for ‘semi-attended’ scenarios, such as bank branches or shops. In Telefonica’s outlets, agents not familiar with using contact centre technology, easily use TrustPortal to provide services including assisting in product sales or accessing client information.
In the Czech Republic, a major bank’s employees, operating across multiple branches, rely on TrustPortal’s robot-guided interactions to deliver better services.
Can you give some examples of TrustPortal working across multiple channels?
TrustPortal is about driving customer interactions across any end-to-end process, via the most convenient channel, and when necessary, even seamlessly switching across multi-channels.
For example, we can show TrustPortal being used in a mobile app for creating a car insurance claim. But the same TrustPortal processes can be re-purposed to deliver web self-service, for an agent to help on the phone, for a chatbot to check the progress of the claim and more. Basically, TrustPortal can support the same process, across every channel, with 90% reuse of robotic processes from one channel to another.
And moving between channels is easy. For example, a customer may start a process using TrustPortal on the web, but hit an issue, so they call in and the context of that call is automatically transferred to a front-office agent.
Our technology can instantly transfer information between different self-serve channels such as a chatbot. When a chatbot runs out of talent and requires human assistance, it calls TrustPortal and asks; ‘create me a task for an agent to pick up this case’ which is actioned by our Tasks MiniBot. This avoids all customers’ pet hate of having to repeat the whole process.
Can you use TrustPortal with both customers and employees?
Absolutely. One of the key benefits of TrustPortal is it’s an enterprise digital platform for every channel. So, we can create fantastic journeys for contact centre agents using our digital user interfaces. And the same technology can also be applied to customer self-service channels.
TrustPortal can be seamlessly embedded into any organisations’ web portal, offering the same look and feel, while providing all the power of robot-guided, simple interactions that enable customers to directly self-serve.
This self-service capability can be driven via websites, mobile apps, or even more modern technologies like chatbots – via TrustPortal’s REST API’s. So, a chatbot can call out to TrustPortal via a simple API: ‘go get me some information’. The information can either be returned, or in some circumstances, a link is provided to a pre-filled form: tailored to the customer’s specific needs, and the discussion is completed via a form in the chatbot.
The point of these robot-guided actions is that TrustPortal makes it as easy as possible for employees and customers to make the next best interaction for every part of a process. We also ensure that nobody goes off track, makes mistakes or provides incorrect answers.
How easy is it to design a process in TrustPortal?
In short, TrustPortal is very intuitive and easy to use for skilled process designers. Our philosophy is all about maximising existing investments in technologies and in this case, it’s about maximising the skills organisations already possess in RPA.
For example, when developers use Blue Prism, UiPath or others, they use a familiar design process to define what data is needed from the system, what logic to apply with that data, and how to build screens to show to a user. In fact, our standard training for experienced RPA developers is only 5 days!
It’s just these same, familiar, skills that are needed to design processes using TrustPortal. That’s it, with TrustPortal, no additional design, or integration skills between different tools, are required.
How much training is needed for employees to use TrustPortal?
Sometimes no employee training is required, TrustPortal is designed to be as simple and intuitive as possible, so it can be used by anyone: with robots guiding employees throughout an entire process.
For example, in the 5000-employee self-service use case discussed earlier, no one needed training to use TrustPortal. It was just imbedded in the company’s intranet site, employees click on a link, our screen appears and off they go!
In fact, TrustPortal can make the employee experience even better than before by pre-filling information into forms, and by providing further checks and feedback in real-time. This immediately prevents input errors occurring that may only have become apparent much further down the line.
TrustPortal’s capabilities are being used in contact centre environments, where processes are more complicated, so some agent training may be required. However, it only takes a few weeks to learn how to use our single interface. This is much faster than the traditional route of learning to use many different systems, which can take 2-3 months.