Intelligent automation. Artificial intelligence. Robotic Process Automation. You know there’s goodness in AI but aren’t sure where to start. We can help.
The magic happens when you combine knowledge management, automation, and self service.
By now, you’ve heard that you should “Shift Left” when it comes to issue resolution for your service desk.
The closer you can shift resolution to the lowest tiers of support, the less costly for you, and the more satisfying for your customer.
The term has been used in the context of IT service desks, but the concept is true for any service desk — customer or employee-facing.
Shifting left relies on changes to people process and technology.
And here are the results...
Improved handling time, learning curve, & agent confidence
RPA, machine learning, and AI, oh my!
If you’re just getting started on your automation journey, it can feel overwhelming. The key is to tackle it one achievable milestone at a time.
Get the lay of the land
Identify manual processes in your workflow
Prioritize them, for both impact and level of effort
Automate, but start small
Automate something easy to learn and get confidence
Then begin automating tasks one at a time
Build your bot
Identify scripts with common routine tasks
Standardize, so they are performed the same way every time
Ensure regulatory compliance
Use analytical tools to analyze bot data
Based on data, the tool will predict outcomes and recommend next steps
Move to artificial intelligence (AI)
Use self-learning systems and tools
Simulate human interaction within these environments via language, choice, knowledge base, and more
Reach Self Service
Create an Intelligent Automation Center of Excellence
Use IA solutions that are fully automated, predictive, self learning, and humanistic
So how in the midst of all of this automation and technical prowess do you personally connect with your customer?
Your environment and goals
Customers • Services • Channels • Seasonal/project driven requirements • Scale • Contact volume and patterns • Reporting • Service levels Compliance • Regulations • Security • CRM and other external systems
Tailored Contact Center and Automation Strategy
Cloud-based • First and second level (Bot2Agent) support tactics • Triage • Virtual assistance • Self service • Self care • Human touch
Implementation, Operation, and Innovation
We implement, operate, and communicate the health according to your goals.
We use what we learn along the way to continuously innovate.