Repetitive process-in customer service can cost your team a lot of time and mundane effort. Robo Assist uses AI and RPA to automate repetitive customer requests that are process-driven with a single click. Anything from sending a simple response to executing a complex workflow across multiple applications and systems can now be resolved with minimal agent effort.
A very common scenario in e-commerce industry that may take minutes from an agent to do manually can be done in a fraction of a second with Robo Assist.
Repetitive scenario that invariably requires the agent to interact with an internal system to execute the cancellation and send a reply back to the customer.
Refund process is a complex case that follows from modification or cancellation of order. Requires multiple internal systems to be traversed for refund policies, amount calculation etc.
This often requires update of one or more fields related to the account that is mundane task but takes a lot of time of the agent and is prone to human errors.
Another repetitive scenario where the agent has to move away from the CRM to the internal system to check inventory status. Something Robo Assist can do without any agent intervention.
Requires access to the profile and history of the customer which is not connected directly to the CRM. Tailor made use case where Robo Assist can work wonders in reducing the handle time.
Very common scenario in retail and other industries which takes the agent number of minutes to manually reconcile the invoice items; something that Robo Assist can complete in a matter of seconds and do it accurately as per the rules set for reconciliation.
Repetitive scenario across financial and other industries that requires high level of accuracy that Robo Assist can bring in eliminating human intervention in the process.
Reduce up to 90% of time needed to resolve complex cases. Friction free access to multiple internal and external systems with or without APIs
Automation eliminates screen scraping, copy/paste and other errors. Eliminate close to 100% of human errors
Resolve complex cases at a small fraction of the cost. AI-based identification of right cases for intelligent automation. Pay for performance on cases resolved.
Macro usage at SeatGeek has increased 3x over since we started using AnsweriQ - making our operation more efficient and our responses more consistent, while also giving our agents more time to focus on complex customer needs. Our knowledge base has also gotten a lot more traction since agents can easily insert and link help center articles straight from the widget.
AnswerIQ enabled us to reduce our customer response time from three hours to three minutes, while re-assigning our 9-person triage team to value creating activities.
AnswerIQ helps our agents focus on our customer interactions by getting the right topic in front of the right resource at the right time. It helps us improve the future by learning from the successes or failures of our past.
AnsweriQ helps us route our support cases with 90% accuracy via their auto-triage tool. Our average handle time has dropped 20% as a result!
AnswerIQ’s Auto Response provides us with a cost-effective and powerful solution for providing our customers with answers to their most common questions and enables our agents with tools to be more agile in their interactions. This helps our team focus personal attention to our high priority customers.