Contact Centre (Assisted)

Case Study

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Process: Contact Centre (Unassisted RPA)


  • High volume business processes
  • Originated by customers via online portals and emails
  • Directed and processed by Contact Centre staff during core business hours
  • Volumes varied throughout each month and had a service level turn a round of 2-4 days
  • Processes needed to interact with multiple applications such as CRM, Salesforce, Oracle, ServiceNow, web portals, email, excel
Contact Centre Case Study


  • The bot logged in as a named user to the online portal and email
  • Bot checks for request, extracts the data as per type of request and validates data
  • Bot then logs onto the required applications as a named user and

    completes the transaction as per the processes request type (to the design)

  • Once the process has been completed successfully the bot then emails the customer with the appropriate update to the enquiry
  • The bot then creates a log file of processed transactions and emails the nominated business unit
  • If a transaction fails for any reason the bots transfers the enquiry back to the nominated business unit to complete (i.e. records not found)
  • If the transaction fails to complete due to an application not being available the bot will re-try and notify the business unit and service desk of possible outage.


  • Degree of successful throughput: 70-100% of effort automated
  • Significant improvement of Service Levels from - 2 4 days to same day
  • Now 24/7 operation (previously 8am-6pm weekdays)
  • Improved Customer experience
  • Significant reduction of operational costs
  • Improved scalability
  • Quality improvement to 0% error rate
  • Improved staff retention - reduced high volume low value work to focus on complex/higher value work
  • ROI: 4 months
  • Higher standardisation of process

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