Shulou(Shulou.com)06/02 Report--

When providing services to customers, enterprises are actually constantly understanding what customers expect from the service, so as to obtain higher customer satisfaction.

With the continuous iterative updating of customer service system, automation has become the general trend of the development of intelligent customer service system. Customer service automation is not limited to robot automatic response, but permeates the whole customer service process.

Three major pain points in customer service industry at present

First, when the number of users increases, the response stress weakens.

With the continuous increase in the number of enterprise users, there are more and more online chat and telephone traffic, and users have higher and higher requirements for enterprise services. For example, in terms of business speed and quality, users do not want to find customer service many times to solve the same thing and waste too much time on the customer service process. Therefore, there are higher requirements for customer service response ability and problem-solving ability.

Second, business operation is tedious

When facing a large multi-system customer service center, whether online chat or voice call, customer business processing involves many tedious and lengthy business steps, and basically repetitive operations, such as users call the bank to apply for bank cards, or change information business.

III. High cost of manpower and time

Enterprises have high requirements for customer service personnel, increasing labor costs, high mobility of customer service personnel, high time cost of personnel training, and difficult to get started with complex business.

Customer service system is transformed with the help of customer service RPA

Customer service RPA robot can help customer service personnel to serve customers more reasonably and efficiently, assist customer service personnel to deal with complex business efficiently, improve the front-end experience of users, greatly improve the number and efficiency of individual agents in dealing with problems, and effectively reduce enterprise costs.

Customer service system combines the advantages of customer service RPA:

1. Optimize the business process. The combination of customer service system and RPA robot allows customer service to integrate data into fields, update all systems through only one information input, achieve real-time data integration through automated processes, and optimize complex processes of related businesses.

2. Reduce the error rate. Manual customer service will inevitably make mistakes, while RPA software robots never rest and never make mistakes, and can automatically execute a series of specific workflows in a human-like way.

3. Background automation. After using RPA robot, customer service system can effectively replace manual processing of tedious backstage work such as bill issue, data input, claim submission and so on, so that customer service can efficiently transmit information and respond to customer needs, serve more users in a shorter time, and ensure a better customer experience.

4. Reduce the cost. In the customer service system, the combination of AI and PRA can replace most of the manual work, so as to improve the work efficiency of a single agent and reduce the labor cost of the enterprise.

With the help of RPA technology, intelligent customer service system can provide effective and cost-saving solutions for customer service and operation, enable customer service to engage in higher value work, fully develop more core business, and make enterprises more competitive.

Original address: https://www.uibot.com.cn/news-7-1440.html

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