Retail Analysis
channel they’re choosing to communicate through. Agents will be able to spend more focused time on complex customer-facing tasks, thanks to digital workers taking care of automatable processes with human-in-the-loop functionality. Together, these functions optimise a customer’s journey across
touch points, fostering seamless engagement, which subsequently, greatly affects their experience and their perception of the organisation. The more consumers experience this level of service, the more they will continue to demand it from all businesses they engage with.
How do organisations optimise CX? A comprehensive and flexible automation platform is vital to creating the capabilities needed to deliver the increasing level of personalisation customers have come to expect. Businesses should seek a solution that connects human employees and digital workers and reengineers processes quickly and accurately. The solution should also enable scaling across the enterprise for
maximum business value. While most organisations seem to recognise the importance of digitalised CX, with 77% reporting they have established digital platforms, only 10% also say those platforms are fully scaled and adopted by customers. To capitalise on the capabilities of digitalised CX, organisations
need to fully integrate their digital platforms throughout the organisation – across all processes, across all business units. Many make the mistake of treating CX as its own isolated unit, when the reality is that the customer journey is affected by much more than just the CX team. Despite this, only 12% of digital platforms are highly integrated. With a highly integrated and comprehensive intelligent
automation platforms, organisations can take advantage of the best advances technologies, including artificial intelligence, robotic process automation, machine learning, natural language processing, and more.
How can an IA platform support digital-first CX? An intelligent automation-powered contact center helps organisations deal with the overflow of consumer queries by reducing call times by up to 75%. Human workers collaborate with digital workers to reduce resolution times. Customer service agents are given a 360-degree view of every customer they interact with, as digital workers source information from across systems and
databases, then provide it to the agent in a single, easy-to-use, consolidated interface. Agents can rapidly resolve issues with all the required information at their fingertips. Digital workers deal with simple customer requests, which enables
service agents to give customers with more complicated enquiries the time they need and deserve. Such service is critical for customer retention and only made possible by scaled automation. Backlogged queues of customer tickets are culled thanks to faster resolution times and digital workers’ end-to-end resolution of simple cases, not to mention the ability to operate at full capacity 24/7. The addition of communications mining automation, which
combines AI and natural language processing, empowers organisations with analytics sourced from all channels. The analysis can better understand customers and how they interact with the business throughout the customer journey. In an illustration of a CX automation strategy, Lufthansa, the
German airline, managed the surge in customer service demands caused by the pandemic. Overnight, flights were grounded, and CX became critical as millions of customers submitted change requests. The company needed a way to resolve unusual customer requests rapidly. With IA, the company was able to operate a digital workforce 24/7 and process over 100,000 customer transactions. Digital and human workers worked together to quickly resolve ticketing transactions. The speed of delivery offered Lufthansa’s customers much needed reassurance during an immensely stressful time.
Beyond the contact centre More time for your workers means more time for your customers. By implementing business process automation to assist with logistics management, businesses realise cost and time savings to give organisations more time to service customers. For this use case, organisations can use a solution combining RPA
with AI to deliver data management. Workers no longer have to comb through reams of information manually. Digital workers consolidate data and provide reliable analytics to empower human workers to make value-adding decisions and drive innovation to better the customer experience. For instance, a mortgage provider could use business process
automation to improve operational efficiencies, leading to customers being serviced faster. Anyone who has applied for a mortgage knows it’s a longwinded
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