From RPA to Hyperautomation: Strategies and Tools for the Best Business Outcomes

What RPA robots can do
It’s an exciting time in customer contact. No longer are we looking at automation as solely adding self-service channels to provide alternate ways to interact with customers. Now, we can make interactions quicker, more information-rich with more accuracy, while maintaining the human touch. To illustrate the benefits of RPA, let’s consider some real world use cases.In the utility sector, an oil-and-gas multinational handles 15,000 change-of-address requests every month. Robots came to the rescue. RPA bots now handle creating new accounts in the CRM system and the average time for a change request has dropped from 11 minutes to just one.In a debt collection scenario, a lender could use desktop (or attended) automation to help ensure that the agent remains compliant with regulations, for example, prompting them to inform the caller of certain content. But this becomes more powerful and interesting when more intelligence is added to the RPA solution.For example, when the call is made to the customer and speech analytics data is made available on the employee’s desktop, the script which the desktop robot presents to the agent might be changed based on the “situation” of the person being called. Perhaps the called party didn’t pay bills for some time due to extenuating circumstances that require empathy, such as forgetting to pay due to a death in the family.Financing application use case
In another scenario, a bank’s existing customer is interested in obtaining financing for her first home. She can just as easily go online, investigate rates and begin her journey with the bank’s information chatbot or by calling in to speak with a bank associate, and chooses to start with the bot. This bot can determine the cause for her inquiry and also authenticate who she is.It can build an inquiry profile by pulling together information on her various accounts and check her credit score, which provides it with information on payment history, length of time she has had credit accounts, the amount of usage and any negative marks on her credit. The bot can then present her with a link to a pre-populated form to start the loan application process.