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Robotics Drives Contact Center Performance and Success
October 16, 2019
© 2019 DMG Consulting LLC 1
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Robotic Process Automation (RPA)
Attended Automation Unattended Automation Automates single dimension tasksProvides real-time process guidance/next-best-action
Automates high volume end-to-end processes Provides alerts for anomalies
Decreased handling time Improved compliance
Improved service consistency
Improved customer experienceImproved employee satisfaction
Improved accuracyIncreased productivity
© 2019 DMG Consulting LLC 2
EmployeeOnboarding
ScriptAdherence
Compliance
Wrap-up
High-Return Opportunities to Automate
DataPropagation
ContentLaunch
Auto-Retrieval
Next-Best-
Action
Up-sell / Cross-sell Fraud
Warning
Fulfillment
After-Contact
Work
Cut &Paste
FormCompletion
© 2019 DMG Consulting LLC 3
Auto Retrieval
CustomerDemographics
Customer’sCredit Score
Customer Products & Services
New SalesOpportunities
What does the customer want?
What is their value to my company?
© 2019 DMG Consulting LLC 4
Cut and Paste
SYSTEM A
Joe Customer23 Main St.
Smallville, TN 23321
SYSTEM D
Joe Customer23 Main St.
Smallville, TN 23321
SYSTEM C
Joe Customer23 Main St.
Smallville, TN 23321
SYSTEM B
Joe Customer23 Main St.
Smallville, TN 23321
© 2019 DMG Consulting LLC 5
Compliance
© 2019 DMG Consulting LLC 6
Next-Best-Action
Step 1… Step 2… Step 3… Step 4
Customer Relationship
AGENT CUSTOMER
© 2019 DMG Consulting LLC 7
RPA Best Practices1. Compile a list of target processes
2. Decide what you want to automate
3. Prioritize high-volume targets
4. Select an easy-to-use solution suitable for target processes
5. Select 5 – 10 targets for a pilot
6. Document the existing process flow and performance metrics for each targeted task
7. Assign/hire resources to develop and implement robots –IT and business
8. Train staff
9. Work with vendor to develop the first few robots
10. Baseline task performance KPIs pre- and- post-implementation
11. Set up process for managing the robots
12. Incorporate efficiencies into workforce planning
13. Institutionalize RPA opportunities within a continuous improvement program
BESTPRACTICES
© 2019 DMG Consulting LLC 8
The Elephant in the Room
9
Example
USE CASES
• Total of 5,612 times
• 3 times per agent per hour
• Average time 25 seconds
• 2000 hours per month saved
Automation Finder for a US-Based BPO
Quantification
• Populated data: Name, address line 1,
address line 2, case number, ticket number,
phone number
Flow
Populate Data
Business Impact of Automating Data
Entry
• App A – copy customer data (case number, name, address)
• App B – paste customer data
EfficiencyError
Reducti
on
Employee
Engagement
Customer
Satisfaction &
Engagement
Compliance &
Process
Adherence
Data Populate Automation:
Business Impact: Fee Dispute Assessment
1
2
50%+ SavedFrom 6:50 to 2:55 min
SimplifiedForm submission
IMPACT
6-7 min Time saved for Supervisors
Use Case: Large US BPO - Fee Dispute Assessment
1
3
Receives Fee
Dispute
Submit fee dispute form in MS Sharepoint to supervisor queue
Supervisor reviews and approves / denies dispute
copy/paste multiple lines of data
Robotic Desktop Automation
Monitors approvals & sends approval email to
customer
Robotic Automation
Sends approval email to customer
14
IKEA - Automatic Delivery Scheduling
IVR
Calls Customer IVR creates a new "unable to schedule" item
Find delivery vendor (using zip code)
Delivery scheduled via IVR
Retrieve customer phone numbers
Open scheduling app of vendor
IVR creates a new delivery schedule item
Schedule delivery in app
Send notification to customer
Find delivery vendor (using zip code)
Call customer
Failure
Desktop Automation callout
Find scheduling slots of vendor
Robotic Automation Employee Attendant
IKEA Automatic Delivery Scheduling - Impact
1
5
IMP
AC
T
1000hours saved annually
ZEROdata entry errors
FACTS
IMPACT
50Krecords processed annually
150,000
50,000
-
50,000
100,000
150,000
200,000
Records Processed Annually
4,000
1,000
-
1,000
2,000
3,000
4,000
5,000
6,000
Hours Saved Annually
5000
200,000
Robotic Automation Employee Attendant
QUESTIONS?
6 Crestwood Drive, West Orange, NJ 07052
tel 973.325.2954 | cell 973.493.0120 | fax 973.325.2071 | [email protected]
© 2019 DMG Consulting LLC 1818
https://www.nice.com/websites/rpa/
@NICELtd
https://www.linkedin.com/company/nice-
systems/
