Robots in Call Centers

Save time with RPA

Problem Solved: short stories about helping our customers solve their IT challenges.

A large US service provider has a call center to manage inbound customer requests. Each representative needs to access and update customer information in multiple systems, and their ability to do this quickly has a direct impact on customer satisfaction. Handling calls quickly means fewer agents are required to manage the workload, reducing the company’s costs.

Every call required the representatives to manually update customer information in various systems, taking up valuable time.

Our team recognized this as an ideal opportunity for Robotic Process Automation (RPA). Using UiPath, we deployed a bot to read information from the representative and update relevant details in multiple systems.

Before RPA, the process took 10–15 minutes; after our RPA implementation, it took a maximum of 3 minutes, decreasing average time per call by 70-80%.

 
If you’d like to discuss how RPA could make you more efficient, let’s set up a time to talk.
 
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