First, automate business processes to handle
1, business pain points:
A large telecom operators, in terms of the flow of business for the pain points there. In the traffic handled, calls handled, message handling, add or cancel services in areas such as customer handling package change very often, customer service need to constantly switch between systems in dealing with these services, increasing the duration of service, not only affects the customer experience, but also reduces business service efficiency.
2, RPA solution:
Based on this scenario, RPA may be performed by a robot operation customer acquisition and setting of complex business analysis and simulation using alternative technologies manually operated, so that handling of business processes to achieve automation.
With RPA technology, and the use of AI technology to help answer customer questions accurately and quickly issue queries. In the call center job, the customer wants to handle the business after a natural language understanding, directly to the implementation of RPA, this is a revolutionary change to ease the pressure reception customer service.
3, the effect of embodiment:
According to the actual results, changes in the flow of packages handled business, the original artificial accepted way probably takes about 70 seconds to operate, while the use of RPA technology only takes 5 seconds for more complex business, the more obvious the actual results. Use the customer service robot, the average efficiency of a seat is equal to the efficiency of the traditional 12-seat, whether it is for business or customers will bring great benefits.
Second, the knowledge base of the automatic query
1, business pain points:
Knowledge is an essential function of customer service system, many large companies have internal knowledge base. Internal knowledge base needed to query customer relevant information, but many within the enterprise knowledge base is not the same.
Such as large IT companies have the solutions knowledge base, legal regulations knowledge base, knowledge base demo video, QA knowledge and so on, each customer needs to search the knowledge base in the customer service process. Another example is the bank some knowledge after years of use, the original vendor technical support has already expired, whether integrated or are very difficult to export, cross-system search is also extremely cumbersome.
2, RPA solution:
RPA RPA solution enables the robot to enter the relevant page or node information search, combined with customer service system NLP natural language analysis technology, natural language understanding user problems, the problems to be queried automatically parse out information search robot to RPA and then search the knowledge base to showcase information on a page, and efficient customer service help deal with the problem.
Third, multi-query data automatically play the screen
1, business pain points:
Integrated information systems almost every customer service system essential functions, this process takes a lot of manpower and resources, but also needs some development time.
For example, the query calls each month, there will be a large number of customer inquiries by telephone statements, including tariff packages, data usage, text messaging costs, billing history and other information, customer service needs while receiving calls while query information, and error-prone.
2, RPA solution:
RPA robot can be completely exempted from this development amount, in each system, information about the different scenarios are automatically look through rapid configuration, and centralized display, help to quickly view customer service.
3, the effect of embodiment:
RPA robot may be made to the customer service page data required for classification integration, centralized business to show different scenes through the window, greatly reducing the query time, enhance the efficiency of customer service deal with complex issues.
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