Journey into intelligent automation: Operational efficiencies in the contact center
The digitally connected ecosystem of our world today finds financial institutions competing to meet the robust expectations of their members while driving unparalleled business value. The transition to meet current needs has been a formidable journey, begging us to ask the question, “What will the next five years look like?”
Contact centers are often the first line of the member experience, with a primary goal of providing excellent, customer-centric service. To stay competitive, contact center leaders have had to find ways to enable their agents to meet this goal in a fast-paced, continuously changing digital world.
By incorporating robotic processing automation (RPA), organizations have been able to improve operations by reducing manual processing time and improving employee engagement. According to the 2018 Deloitte “State of AI in the Enterprise,” 49% of corporations are using RPA. This is just the beginning for RPA and other automation technologies—the integration of artificial intelligence and machine learning (computational statistics) with RPA solutions can help contact centers orchestrate extraordinary levels of quality and efficiency.
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