Customer Experience Automation
CX Automation
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 customer experience 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 customer experience automation.
AI
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
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.
To avoid this, we work with you to apply our 3-part model and our Engage-to-Influence™ methodology to your CX processes.
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.
Our work
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.
Features & Benefits
- G-Cloud- and Digital Outcomes Framework-approved provider to UK public sector organisations
- Experience designing automated customer journeys and processes for major clients in the private and public sector
- Our automation journeys are used by millions of end users every month
- Years of experience consulting on customer contact technology
- An extensive network of all major providers of CX AI and RPA solutions
- The expertise and experience to assess which customer journeys can be automated successfully
- We’re independent, so we only recommend the best solution for your needs and budget
