We help you work out which of your CX processes are ready for automation and most likely to be accepted by your customers. Then we help you to implement effectively.
Know exactly what to automate
You want to automate your CX to save money, increase efficiency, and help your customers to resolve their issues faster. But not all self-serve automation is accepted by your customers, and CX automation technology can be confusing.
That’s where we come in. Use our experience and expertise to work out what your customers need from your CX journeys. By helping you to define which processes to automate, you’ll achieve the customer acceptance rates which drive true efficiencies for you and CX benefits for your customers.
AI vs RPA – which is best for you?
Knowing the difference between artificial intelligence (AI) and robotic process automation (RPA) really helps when it comes to CX automation.
AI is the simulation of human intelligence processes by computer systems. For example, in CX, it can be used to set up chatbots that are able to learn the best responses to customer queries.
RPA is used to automate repetitive processes that take up too much human time, and to speed up processes. Instead of using actual AI, most chatbots use pre-programmed responses to questions.
Making the right choice
While AI may be more common in the future, most CX automation is done via RPA. It can be great value for money – and helpful to customers – but only when you understand which journeys and processes to automate.
Understand which journeys to automate
Companies often try to automate processes that their customers will never accept.
By understanding the emotion, urgency, and complexity around your customer journeys – and taking into account which channels you’re using – we’ll know which CX journeys are most ready for automation, and which are most likely to be accepted by your customers.
We work with a range of clients from every major industry for customer contact process automation, including working on chatbots (text-based virtual assistance), telephony (conversation-based virtual assistance) and on-demand applications (visual IVR technology).
We’re also a G-Cloud and Digital Outcomes Framework tech services provider, approved by both government procurement frameworks to work with UK government organisations. So, whatever your automation challenges, we have the experience to help.