Process: Contact Centre (Unassisted RPA)

Challenge

• 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

Solution

• 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.

Benefits

• 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