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Named a 2025 Gartner® Magic Quadrant™ Leader for RPA.Recognized as a Leader for the Seventh Year in a Row Download report Download report
Reduce first response time by up to 85%
Autonomously resolve routine to mid-level complex issues with AI agents.
Boost agent productivity
Reduce burnout and improve morale. Intelligently automate ticket triage, data entry, and reply drafting to free agents for high-value interactions, cut average handle time up to 100%, and enable 24/7 support without adding headcount.
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Accelerate resolution
Meet SLAs without adding staff. Agentic automation routes intelligently, gathers real-time context, and executes back-office tasks to reduce first response time by up to 85%, improve resolution rates, and turn deflection into actual resolution.
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Consistent, compliant service
Apply policies the same way every time. Governed AI agents auto-document actions with explainable logic, maintain full audit trails across CRM, ITSM, and ERP systems, and integrate seamlessly with Salesforce, ServiceNow, Zendesk, and your entire stack.
Learn moreWhere agentic automation works in customer support
- Ticket Triage and Resolution
- Knowledge Management
- Order Management
- Account Administration
- Communication and Follow-up
- Case Management
Ticket Triage and Resolution
Demand spikes overwhelm teams, slowing response times. Intelligently automate intake, verifying identity, detecting intent, routing/auto-resolving simple requests to improve first response time and SLA compliance.
- Omnichannel intake & dedup
- Identity verify & consent
- Detect & categorize intent
- Route by priority/skills
- Surface knowledge/actions
Knowledge Management
Fragmented knowledge is at the core of inconsistent answers and escalations. Orchestrated AI agents manage articles, FAQs, and translations to improve self-service and prevent escalations to expensive channels.
- Article generation
- Auto-summarization
- FAQ updates
- Content gap analysis
- Relevance scoring
Order Management
Order inquiries hog agent time. Intelligently track status, process changes and returns, and send proactive updates to improve handle time and first-contact resolution with APA and free agents for complex issues.
- Order status tracking
- Modify and cancel orders
- Returns and RMAs
- Reorders
- Proactive notifications
Account Administration
Account setup and changes are high volume and repetitive. Automate creating, updating, and resetting passwords with AI agents to cut manual work, processing time, and create consistency across channels.
- Account creation & setup
- Subscription management
- Password resets & 2FA
- Account merge/consolidate
- Usage anomaly detection
Communication and Follow-up
Post-interaction tasks and documentation slow agent workflow. Intelligently sync messages across channels, automate reminders, track CSAT/NPS, and categorize feedback with AI agents to reduce post-interaction work.
- Cross-channel message sync
- Resolution notes
- Survey dispatch & scoring
- Feedback categorization
- Coaching triggers & tips
Case Management
Complex cases and escalations need coordination across systems. With APA, manage SLA timers, execute tasks across systems, handle handoffs, and maintain audit trails to speed compliant case closure.
- SLA timers & escalations
- Approvals & case swarming
- Cross-department handoffs
- Disposition & closure rules
- Documentation & audit
Consistent results in customer service
Frequently asked questions
What makes Automation Anywhere the best AI tool for customer service?
Automation Anywhere leads the market by combining the reasoning of agentic AI with the execution power of RPA. Unlike basic chatbots that only answer questions, our agentic process automation system takes action, seamlessly integrating with your CRM and backend systems to resolve customer issues end-to-end. This unique ability to "talk and act" significantly improves Average Handle Time (AHT) and ticket deflection rates.
What is the average cost of implementing an AI customer service agent?
The investment in an AI customer service agent typically depends on process complexity and interaction volume. While custom enterprise builds can range from $50k to over $250k, our platform offers a faster ROI by providing pre-trained AI agents that lower the total cost of ownership (TCO). Most organizations see a 60–80% reduction in cost-per-ticket within the first year of deployment.
Will AI replace customer service agents or augment them?
AI is designed to augment, not replace, the customer service workforce. By automating high-volume, repetitive inquiries like order tracking or password resets, AI agents free human representatives to focus on complex problem-solving and high-empathy interactions. This "Human-in-the-Loop" model improves agent retention and ensures a superior customer experience (CX) for sensitive escalations.
How do I choose the right AI technology for enterprise customer service?
When evaluating AI for enterprise customer service, prioritize four criteria: Actionability (can the system execute tasks?), Integration (does it connect natively to your tech stack?), Security (does it offer built-in data privacy guardrails?), and Scalability (can it handle sudden ticket spikes?). Choosing a unified agentic automation platform ensures these capabilities work together rather than in silos.
How does Agentic AI improve customer service ROI and CSAT scores?
Agentic AI boosts ROI by automating entire multi-step workflows without human intervention, drastically reducing operational overhead. By providing 24/7 personalized support and near-instant resolutions, it eliminates wait times and friction in the customer journey. Enterprises typically report a significant increase in CSAT and Net Promoter Scores (NPS) as a direct result of faster, more accurate service.
How can agentic solutions work for you?
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