By Alf Saggese, Chief Revenue Officer at TrustPortal
Despite pouring massive budgets into improved customer services and experiences, via CRM, BPM, contact centre tech and new channels, most enterprises continually struggle to deliver.
This is especially true across complex, messy, and ever-changing, old & new IT environments.
RPA and intelligent automation can potentially address these constraints. Think automated processes designed to stitch these technologies together: with bots accessing and processing data from disparate systems.
RPA & intelligent automation isn't enough
But, when it comes to attempting to digitise and enhance complex, multi-channel customer service operations, many automation leaders have hit a ceiling. They are missing out on actioning these hugely valuable opportunities. Why?
RPA and intelligent automation fall short in dynamic, multi-channel, front-office environments: where every second is critical to offering the best level of service.
To be effective and support employees, RPA and intelligent automation’s ‘software robots’ need to be working with old and new technologies much smarter and faster - across all channels.
Automation teams need the capabilities to design and deliver processes that integrate legacy systems, digital applications, AI and employees – which are then orchestrated in real-time.
Transformation stalls when there's no unified way to orchestrate the complex interplay between people, software robots, AI models and legacy systems: at real-time speeds and enterprise scale.
Ultimately, to unlock maximum value, digital service transformation should no longer be difficult or disruptive, cost the earth and take forever.
What’s next?
So, how do you cut the complexity and cost of transforming services, across legacy – while extending the scope and value of any automation, AI tool and digital systems - without big investments?
Intelligent HyperAutomation is the catalyst that’s being proven and evolved at scale. It’s boosting work efficiency, productivity and value within front-office, multi-channel, environments of leading brands including EDF, OVO and Telefonica. How?
Intelligent Hyperautomation allows companies to design and deliver real-time, processes that uniquely enable your multi-vendor automation tools to work faster, smarter, hyper productively - with your employees, GenAI, legacy and other technologies - both old and new.
The key is how Intelligent HyperAutomation enables all types of software robots to:
Access any legacy or modern system including via UI, API and HTML access.
Super scale by working harder, with just 1 robot supporting up to 10 concurrent agents in a contact centre.
Process data end-to-end across systems much faster - with typical UI to robot comms as quick as 10ms.
Generate real-time contextual dialogues that guide agents for every process step and dynamically change in real-time, based on data received.
The approach orchestrates a "hyperautomated workforce" where automation tools, AI models and employees collaborate seamlessly through real-time data exchanges and contextual dialogues to transform every step of any process.
By harnessing Intelligent Hyperautomation, enables the best agent interactions and next best interactions across all touchpoints — from the contact centre and across all channels including web, mobile, chatbots, voice recognition and more.
Make better services happen
So, what are the key strategic opportunities now ripe for picking across organisations' front-office and multi-channel operations?
How about adding more digital care by reducing service delivery efforts and completion times to increase customer satisfaction scores. Contact centre backlogs can then be tackled – while delivering on customer service SLA’s.
Email processing productivity can be boosted, with gains of up to 80% in time savings. Customer convenience can be further enhanced by offering 24-hour self-service, via the most convenient channel.
Key benefits
We are seeing these outcomes being consistently achieved:
Speed and agility: Service automations can be designed and deployed in just weeks, not months or years.
Cost savings and productivity boosts: An average 65% faster service completion times. Up to 90% lower operational costs compared to traditional automation and transformation methods.
Better CX, EX: Contact centres see +5 NPS/CSAT lifts. Employee training time reduced by 75%.
Rapid ROI: A UK energy firm gained £1.4M in value in just 4 months.
Intelligent HyperAutomation approaches are being embraced by leading brands across multiple industries.
Telefonica relies on it to transform service delivery and agent experiences across its 12,000-seat contact centre operation. Other leaders are seeing similar transformative results across channels like email, chat, SMS and more.
Final thoughts
After years of disappointment, digital service transformation may finally shift from being a distant goal, to an attainable and affordable reality through Intelligent Hyperautomation.
Crucially, Intelligent HyperAutomation unifies and hugely augments existing people and technology investments. This tech agnostic approach also means there’s no need for rip-and-replace strategies.
By orchestrating a unified human-digital workforce enhanced with AI, enterprises can now deliver the seamless, digitally optimised processes and customer experiences they've been promised.
In fact, a proof of value can be actioned by automation teams in weeks at 90% less cost than the cost of traditional digitisation and automation. ROI is proven and achievable in months. Don’t miss out.
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