Recently we had a Q&A post on LinkedIn where people could ask questions regarding customer experience and agent experience. Torbjörn Hörberg, who is our expert on the subject was ready to answer all the great questions that came in. These are the questions from the post, and the answers form from Torbjörn.
Hi William! Thank you for the question. I think you refer to implementation of RPA/RDA. There are some alternatives you can go for. Either you let TM Group have the full support for your processes and all future development. Or as I would go for, build a center of excellence within your organization so you learn how to develop and change the process yourself, with us of course willing to help in any situation. This will enhance the further process discovery, and let you develop the application further, faster, and more precise.
Short answer is, yes, we can. However, sometimes it is more difficult to automate emails since they tend not to be structured, customers can write a full novel around their specific problem, and that can be harder to pick out for automation purpose. But there are solutions to both pick out the certain part we need from an unstructured email and by that enable automation, we can also help to structure the emails the way we want and need them already on the customer side, either via a good entrance of a chatbot or in a structured selection view. With that we can automate large parts or emails coming in all the way from frontend to backend. We simply connect the RPA with all systems needed and remove the manual tasks needed in the process and enable more time for the agents in the meeting with customers.
The answer to that can be everything from one week to a full year. It all depends on the complexity of the project and the processes. My first tip on this is not to pick the most complexed process and try to automate those from the beginning. Start with the smaller ones and get building blocks for the bigger one. But if we imagine a "normal" process for a Contact Center where we are to automate certain parts of a process, we can do that in a rather fast implementation period. And by that, I mean all from 2-3 weeks up to 1-2 months, and again depending on the complexity. I always want to start with a deep dive into the process together with the agents and process owners to really see what it is about, the best way to do it and get all the facts. After that, the building start, if we done the deep-dive good this will be rather fast. Then its testing time and tweaking time, to get a final solution working 100% Implementation time, fun times! This is where we launch it and get all the benefits from having RPA within our processes.
And thank you for bringing this one up, and yes, we do get this one often. The ROI can be calculated in different ways and will cover two of them here. First off, we have the real time we save from using RPA/RDA, for every process we either automate or help the agents we save minutes and seconds, this is your ROI for the investment. Here it is important to measure before and after, so you see it. If you do not, it can get lost in different behaviors from your agents instead when the process change. Second, we have the Customer satisfaction, we do a big share of processes that helps customer on their journey and makes it easier for and more effortless. Here we do not measure it in hard numbers like seconds or minutes or even hard money, here we measure it in how satisfy the customer is with the support they get. Often in these processes we gain minutes and second to, so double the ROI.
We implemented a chatbot, but we now have more interactions than before, how is that? And how do we cope with that?
This is happening to a lot of contact centers out there, and it’s not only attached to a chatbot channel.
What I have experienced, is that in a contact centers you have, let’s say 2 normal channels, phone and email.
By "only" allowing customer to contcat us via those traditional channels, we attract a certain behavior from our customers; those, who want to contact you use these two channels by default. However, when you open a new channel for your customer and prospects you open a totally new way of interaction types. And also, you attract different “types” of customers used to using this as their favorite channel.
Chatbot is a broader, faster and easier channel to use. Once implemented it will take away traffic from those more traditional channels, and direct them to a FAQ-like feature in your chatbot. It is faster and easier for customers to chat about the question I have, rather than searching for it myself. This is why it is very important to connect a chatbot to the existing FAQ section and developing the bot to a good level of understanding the intent of the customer. A chatbot just transferring without solving will for sure generate more incoming interactions than the setup without the chatbot.
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