1. A customer submits a service request through a variety of channels such as email, phone, or chat.
2. The request is received by a customer service agent who reviews the request and gathers all necessary information from the customer.
3. The agent checks the company's CRM system to see if the customer has an existing account and any relevant history or notes related to the request.
4. The agent manually enters all relevant information into the CRM system to create a new service ticket or update an existing one.
5. The agent reviews any relevant company policies, procedures, or product information to determine the appropriate response and resolution for the customer's request.
6. The agent manually crafts and sends a response to the customer through the same channel that the request was received.
7. The agent follows up with the customer to ensure that the request has been resolved to their satisfaction.

Challenges:

• Handling a large volume of customer service requests daily
• Time-consuming and required repetitive tasks such as email responses and data entry

Solution:

• RPA robot assists the customer service agent by:
• Providing pre-filled email templates
• Searching for customer information in the CRM system
• Entering data into the system
• Performing background tasks such as updating customer information or generating reports

Results:

• Increased customer satisfaction
• Reduced response time
• Increased efficiency

Type of Robot

Attended

Process Scheduled

On-demand

Item processed/hrs

50

Application
 

Tools