Global events have disrupted the traditional call centre operational model highlighting the need for intelligent automation to provide sales and service continuity for customers’ who need fast results in a rapidly changing environment, without overwhelming your contact centre staff.
Messaging can deliver upwards of 85% First Call Resolution for FAQ and 50%+ for transactional journeys while eliminating abandonment and allowing contact centre agents the required time to research and solve the customers problem through digital channels. When combined with Blue Prism solutions, bots and agents can perform complex tasks very securely such as credit checks, loan deferment approvals, invoice payment plans or testing results from health problems – all with a few clicks from your mobile phone via messaging 24/7.
· How Conversational AI + Messaging drives 4:1 agent efficiency and increases CSAT
· End to End Intelligent Automation Use Cases for sales and service
· Scaling & Achieving ROI < 9 months
When you combine intelligent automation with human intelligence you create a rock solid operational model which allows your agents to securely work from home while maintaining a consistent customer experience during peak workloads which provides a healthy working environment and an ease of doing business with your brand which will drive long term loyalty.