Intelligent Process Automation (IPA) is transforming the business world with its adoption across industries — from finance to manufacturing, to food to travel. If there’s one thing these industries have in common, it’s a competitive need for high-performance customer service.
With the explosion of omni-channel availability and adoption in today’s SaaS-based environments, customer service is among the most impacted business units, no matter the size of your company. As we’ve shown, customer service leaders can augment the agent driven processes and tasks with Artificial Intelligence [human ingenuity with AI adaptability] for a competitive customer service model.
Solving customer issues efficiently and effectively is the core to defining the success for Customer Service groups. As the focus is gearing towards solving customer issues without the need for human contact, Intelligent Process Automation (IPA) is driving innovations in this space. IPA, a combination of Artificial Intelligence (AI) and Robotic Process Automation (RPA), has become a critical function associated with Zero Contact Resolution (ZCR). It’s one of many dramatic improvements support leaders can implement as part of their digital transformation roadmap—improving handle time, costs, NPS, and long-term customer value.
How Can I Apply IPA to Improve my Customer Service Processes?
So, how can customer service leaders drive IPA successfully, and what are the viable solutions available for adoption? Let’s take a look at AnsweriQ’s visualization of sample processes for intelligent automation.
Here, there are myriad front- and back-office functions a customer service agent must regularly execute. When done manually, these can be daunting. Agents want to find an automated solution for these processes; but what will (a) yield the required ROI, and (b) help them build trust and credibility across the organization?
It starts with identifying the key customer service KPIs for which process automation can improve efficiencies and customer satisfaction, such as:
- Improved Average Handle Time (AHT)
- Reduced errors from manual processing
- Reduced cost-to-serve by promoting self-service
- Increased agent satisfaction and happiness
The key to success largely depends on a robust business case that reflects a strong ROI in these areas. Support teams can select repetitive processes and augment them with automation to achieve these goals.
Four Complex Customer Service Processes You Can Transform with IPA
Let’s look beyond the most basic customer queries, such as tracking orders or finding static how-to information. Start by identifying customer service processes where IPA can help:
1. Customer Account Management
Every day, support agents must cycle through multiple screens and systems to achieve a 360-degree view of customers as they make updates to their accounts. What’s more, customers now expect this, completely and instantaneously.
Providing customers with self-service options for making updates to their accounts — such as adding users, changing addresses for multiple users, and updating authorizations across various account features — are rife with IPA potential, directly bringing down cost-to-serve metrics and delivering on those ROI expectations.
2. Order Cancellation
When customers cancel their orders, they’re signalling that something is wrong. Whether it’s the consequence of their actions or yours, putting up barriers to their progress will make things substantially worse. But fixing those problems is especially difficult when agents have to juggle account management, credit management, billing, refunds, and reconciliations to deliver on customers’ evolving expectations.
Does IPA provide a more efficient, satisfactory way to resolve these issues? That’s an unequivocal ‘Yes.’ IPA can speed up the entire process, prevent errors, save time (and potentially money, too), and increase customer satisfaction.
3. Automated Refund and Credit
Refunding and crediting processes cannot be an afterthought. They’ve become competitive factors for companies as they modernize their customer service processes. Cancellations must be verified, as should the transactions and confirmations for which specific orders qualify for a refund or credit. That’s a lot of manual labor for an agent alone.
IPA can provide an error-free process that supports limitless refunding, crediting, and alternate purchasing, providing customers with the agility they want and the retention KPIs you need to compete.
4. Order Modification
Retail customers are changing their orders with increasing frequency, creating a slippery slope for support teams across the industry. That doesn’t leave much room for error, let alone complications and delays without automated processes.
When done manually, order modification takes an inordinate amount of agent time. For each modification, the agent must modify several different apps, screens, and data, even while maintaining satisfactory communications with customers. IPA makes this process easy and less error-prone, relieving your agents until complications require a human touch.
The Solution Is Simple: IPA from AnsweriQ
AnsweriQ’s IPA platform utilizes a combination of advanced NLP techniques, AI models and algorithms, and process automation to identify and detect intent, automate end-to-end business processes, and intelligently notify stakeholders. As a result, companies such as Mailchimp, SeatGeek, Twilio, 99designs, and Big Fish Games trust AnsweriQ to optimize and automate their CS processes.
Are you ready to plug-in?
To assess your process automation potential, sign up for a free, customized evaluation of your Zero Contact Resolution (ZCR) score by AnsweriQ. This will help you identify where operations can be automated to yield higher productivity, cost savings, and reduced error rates.
So, are you ready to upgrade your CS processes by harnessing the power of AI?