Business technology is continually evolving and implementing smart new products. One such technology that is currently experiencing a lot of popularity is robotic process automation (RPA). The software has been widely adopted across several industries due to its ability to quickly process complex and repetitive tasks. Although it should be noted that businesses are still figuring out ways to best adopt the technology, one area where RPA has been especially impactful is in improving customer experience (CX)
How Can RPA Improve CX?
By working behind the scenes, RPA bots are able to create smoother, easier interactions for customers, making it easier for businesses to reach target audiences, keep their data safe and offer tempting deals.
Let’s look at a few ways RPA is improving CX
RPA bots replicate the actions of humans, they can turn an existing manual computer process into an automated one. This means that it takes less time to expose transactions as self-service. A customer can initiate an automated task from online or mobile applications and RPA manages the back end work.
Due to the high demand for products and services on offer currently, customers expect quick and easy service. RPA can handle their queries and offer them the services they are looking for instantly without typical errors made from manual input.
For instance, when a customer fills out a credit application, RPA can detect the details, access business rules, accordingly update records and prepare the data for review a lot quicker than people can do.
More Attentive Agents
One of the key benefits of RPA is in acting as a support for agents. They can process and regulate calls faster leading to less waiting period and more people can get help. Also, employees are freed up and have more time to solve problems, support customers through high-stress transactions and upselling.
RPA bots are consistent and are programmed to adhere to regulations. This means that they can detect potential fraud, alert customers and carry out further actions according to the responses. RPA can also manage transactions involving sensitive data, decreasing the risk of leaks due to human error.
Instead of just decreasing costs, RPA can also generate revenue. A lot of businesses are combining RPA with AI systems that are able to analyze customer data and figure out the best way to reach them. The AI alerts bots to create personalized offers for people who are most likely to need upgrades or refills. The bots are even able to respond to customer questions.
Where Are the Pitfalls?
As is the case with most new technology, simply focusing on the benefits does not tell the whole picture. While RPA does offer several major benefits, it needs constant care and nurturing to operate optimally.
Design and Planning
RPA is created in a way to fit in with the existing applications and as a result, does not require any major infrastructure upgrades. But sometimes the integration falls through due to businesses not realizing the complexity of the tasks they are automating. Projects have to begin with an in-depth understanding of requirements and use cases as well as rigorous testing.
As a result of its flexible and powerful nature, businesses expect the implement RPA to immediately transform processes but sometimes underestimate the effort required to launch bots. It’s easier, to begin with, small projects that can act as a template for processes, timelines and procedures that will be the framework for more extensive endeavors.
While implementing RPA, businesses also need to consider the impact automation will create on employee interactions, processes and their resulting changed roles in the business. Employees may need additional training or RPA could change the way different departments share information and the way employees need to be prepared for managing processes using RPA.
Oversight and Management
RPA bots need regular oversight to be certain that they are performing as expected. As they work off of the directions they are given, if they come across something they do not understand, they can fail, leading to a loss of data and disrupt processes.
In the case of CX, failure can lead to disastrous consequences. Businesses require procedures for detecting any changes in business operations that may impact bot performance, dealing with those changes and testing the results.
CX professionals searching for additional tools should consider RPA as a powerful and flexible way to turn existing manual processes into automated processes. With proper management, RPA bots can be the difference by being the inexhaustible partners in providing customers with a great experience.