Hence, it becomes imperative for them to be driven by excellent customer service standards. By communicating regularly with agents as well about the part that automation will play in their day-to-day jobs and what benefits they will see, will also quell any fears agents might have about loosing their job to a robot. Automatic call distributor (ACD) technology made it possible to filter and route calls to the right agent at the right time, dramatically reducing call waiting times. Contact centres deal with vast quantities of complex and unstructured information and information that is vital to customer satisfaction. Automation could just herald a new golden age for customer service. Contact centers have long embraced automation in the form of Interactive Voice Response (IVR), much to the dismay of their customers. Maybe it’s because email isn’t as trendy as the more innovative customer experience technologies, or because it’s managed outside the contact centre. If a customer does speak to an agent and can sense that the agent is giving them their full attention, rather that having to look through multiple interfaces to find the right information, their overall experience will be that much better. Deloitte found that and average of 20% FTE capacity was provided by robots after less than 12 months and that compliance improved by 92%, quality and accuracy by 90%, productivity by 86%, and cost was reduced by 59%. But in its new role the contact centre will have evolve to deal with more responsibilities and far more complex issues. Source: Forrester. And, as agents are able to perform tasks faster, call durations and wait times decline, enabling the agents to help more people than ever before. Robotic process automation (RPA) is a tactical, short-term fix to digitise common, reproducible agent tasks in the contact centre. These bespoke solutions cover every component of the contact centre – from call routing, unified communications, networking and security, right up to emerging technologies, such as AI chatbots and Robotic Process Automation. His focus has been on pioneering the development of self-service and compliance technologies for the contact centre space and he was recently awarded a patent for the co-invention of a revolutionary fraud prevention tool for contact centres. There’s no doubt that continued advances in robotic process automation (RPA), natural language processing, and voice-enabled devices will continue to increase the volume of complex enquiries that can be triaged or fully serviced without the need for someone to write an email or fill out a contact form. The Age of Automation. Know what will work with existing systems, what can improve them, and what will demonstrate value, all while taking into consideration what agents and customers need from such technology and what can help improve the experience on both sides of the phone. The majority of organisations continue to manage email through shared mailboxes, taking up a disproportionate amount of time, money, and resources, to ultimately deliver poor customer service any way. Colin Hay Media archives within the contact centre solution are a perfect place to create a living library of machine learning and historical records of previous chat interactions. However, in the mean-time, there’s plenty of opportunity to make quick improvements that could release operational costs to fund projects which explore those new technologies. Many customers are still comfortable with emails because they can be authored when not ‘connected’ and sent as soon as they’re next online, with a clear time and date stamp. IT automation processes can improve a business’s ability to meet service level agreements (SLAs), as automated workflows can be implemented to expedite the team’s activities to restore service. If contact centres and companies are to embrace the benefits of automation in 2020, they need to know how to make the most of an automated strategy.