Improving CSAT in A BPO Contact Center by Integrating Conversational AI with RPA
Blog: NASSCOM Official Blog
Imagine a banking BPO getting hundreds of loan applications each day from scores of countries that the bank services worldwide. If humans were to work on this unassisted, it would be inefficient, and error-prone leading to incorrect decisions. Implementing intelligent automation with Conversational AI and Robotic Process Automation (RPA) would solve the inefficiencies and significantly improve customer service.
Improving Customer Experience with AI and RPA
With AI and RPA, the contact center agent would first interact with the loan applicants, understand their specific needs, gather high-level information, apprise them of the formalities, and get the loan process initiated. While the agent is talking to the customer, AI digs into the customer’s history with the bank, past transactions, and offers the right loan product based on sentiment and intent. The Conversational AI platform’s analytics layer next identifies the right RPA bot to take the loan query forward.
The RPA bot skims through the customer’s information, checks financial background, credit score, and other vital information. It completes the mandatory paperwork and uploads the completed loan application form to the portal. In doing its part, the RPA bot connects with multiple digital systems, does some processing, takes essential decisions based on customer’s data and third-party data, and executes the entire process in a repeatable and auditable manner. All this vastly reduces the loan solicitation to disbursal time, empowering BPOs to deliver excellent customer service and increase operational efficiencies.
Improving CSAT is Crucial to BPOs
In a post-pandemic world, improving CSAT (Customer Satisfaction) is crucial to BPOs. Digital touchpoints are more of a norm than an exception, and hence delivering holistic digital experiences is a high priority for BPO leaders. Chatbots and other customer-facing Conversational AI tools have been at the forefront of customer experience (CX) transformation leveraging AI, ML, and NLP to predict customer needs, assist human agents, and deliver a transformed customer experience.
BPOs need to unify the customer-facing front-end with the backend to provide more value-added services. The backend processes could be part of the enterprise systems like CRM, helpdesk software, billing, service provisioning, inventory, order entry, etc. Different RPA bots are adept at working with each of these enterprise systems without any human intervention.
There are vast benefits of automating the entire customer journey using intelligent automation through Conversational AI and RPA integration. Intelligent automation puts the customer front and center and delivers on the customer service promise. There are no more needless delays, unattended loose ends, and inconclusive dead ends in BPO processes. It leads to a marked improvement in contact center agent performance and increased value proposition to customers.
Customer experiences see step improvement due to the seamless automation of tasks, workflows, and actions at the front-end and backend. Intelligent automation creates a clear audit trail of customer interaction and ensures regulatory compliance. It is easier to deploy robust analytics to upgrade multiple processes at the customer-facing end and the backend. Due to integrated automation, the activities become much more predictable, and customer queries take lesser time to resolve with the upshot of enhanced customer satisfaction. Last but not least, it leads to considerable cost-savings for the BPO.
Integrating Conversational AI + Robotic Process Automation
Thus, integrating Conversational AI with Robotic Process Automation is the way to go for BPOs in a post-pandemic world and deliver superior value to customers.
The article was first published on Uniphore blog
By Ravi Saraogi, Co-founder and President of Asia Pacific, Uniphore