Automating the Contact Centre

Intelligent Automation enables contact centre leaders to modernise their core applications, transform digital interactions, improve operational efficiency, customer experience, and employee experience and enable data-driven decision-making to reduce costs and increase revenue.

Gartner projects that one in 10 agent interactions will be automated by 2026, an increase from an estimated 1.6% of interactions today that are automated using AI.

Automating manual steps around core systems and applications to deliver opex savings, reduce errors, improve customer experience, and increase employee satisfaction.

Some of the key benefits of automating contact centres are:

• Personalised customer experience
• Empowering employee efficiency
• Modernising core applications
• Quality assurance and compliance

In this article we showcase the business benefits of contact centre automation through a real-life use case:

The Challenge

Our client had 30+ contact centre officers with thousands of email enquiries per week requiring manual processing and a growing backlog. The transaction volumes and manual activities were forecast to rapidly increase in the next year leading to delays and resource issues. This meant that experienced staff were unable to focus on more complex and value-add activities.

The Solution

We identified multiple opportunities in Contact Centre operations to streamline the handling of high-volume email enquiries and data changes.

The solution consisted of the following elements:

• Determining the feasibility and viability of changing the customer journey away from email
• Introducing self-service and automating manual operations
• Delivering automation to capture new webform enquires, conduct validations, update the CRM, and provide self-service security code reminders
• Automating key enquiry types to allow staff to focus on value-add activities

Key Outcomes: