Automated Chatbot Solutions for Contact Centers

Millions of companies have come face-to-face with the need for digital transformation and always-on communication. Chatbot automation is part of the answer to that need.

Chatbots have come a long way from the yes/no decision trees that often yielded frustrating and amusing results. Instead, robotic process automation (RPA) with artificial intelligence, natural language processing (NLP), and machine learning (ML) has changed the game because it looks at not only the question but the customer’s intent to deliver more robust answers to routine inquiries.

Intelligent bots can streamline routine workflow, provide positive customer engagement and handle repetitive tasks in real-time for multiple customers simultaneously.

What are the benefits of chatbot automation?

Chatbot technology using conversational AI can augment your customer experience by handling many routine inquiries, leaving your human workforce to focus on the more challenging interactions and higher-value work. In addition, chatbot algorithms always offer the opportunity for human intervention, providing a more positive customer experience. Here are some ways your organization can benefit from chatbot automation using RPA.

24-hour Availability

Chatbot technology is available 24/7/365 regardless of geographic location, time zone, or business hours. Conversational AI can interact with customers, handle routine inquiries in real-time, and deal with repetitive tasks to streamline workflows.

Multilingual Customer Service

Chatbots with multilingual AI technology can provide a positive user experience to multiple customers simultaneously in numerous languages. In addition, a multilingual conversational interface leads to more customer satisfaction, which can positively impact sales.

Instant Transactions

RPA chatbots can answer routine inquiries, process orders, provide shipping and refund information, and complete everyday tasks for multiple customers simultaneously, freeing your employees to handle higher-value work. Eliminate backlogs and provide customer service support with chatbot routing and self-service.

Better Data Collection

By leveraging AI chatbots, you can gather various information about your customers, including their buying behaviors, pain points, and customer preferences. This enables you to provide a more personalized experience the next time your customers interact with your company.

Cost-Efficient

RPA bots can handle many back-office repetitive tasks. In addition, they can handle multiple tasks simultaneously, such as updating customer information on the CRM, allowing employees to do higher-value work. As a result, RPA can be a cost-effective solution to backlogs or delay

Increased Sales

RPA can complete interactions initiated by customers with chatbot messaging, such as placing an order after an inquiry. As a result, chatbots paired with sales automation can increase conversions from SMS marketing in real-time, increasing sales and profitability 24/7/365.

Who benefits from chatbot automation?

RPA chatbots provide benefits throughout the organization for front-office and back-office operations, streamlining repetitive tasks with 100% accuracy, and improving business operations with machine learning.

Marketing

Chatbot technology with RPA can deliver a positive customer experience. At the same time, conversational AI provides data analytics to more easily create targeted marketing, including specialized coupons or offers, re-stock reminders, and cross-selling opportunities.

Sales

RPA with machine learning and NLP can convert inquiries from web, messenger, or SMS by providing detailed product information to customers. As a result, they can check availability, process the order and payment, and arrange the shipment in real-time, improving ROI.

Human Resources

Internal chatbots can help employees request PTO and vacation requests, review routine documentation about their employment status, or check their benefits information. They can also flag issues for investigation, allowing HR managers to focus on employee engagement and retention.

IT Department

Chatbot technology can manage new user protocols, provide customer support, password resets, order tickets, and other routine back-office IT processes. In addition, RPA can track login attempts, monitor cybersecurity breaches, and deploy protocols in real-time, limiting damage to the organization.

TaskUs crushes AHT goals and improves customer satisfaction with Automation 360 & AARI

“Within one month, we developed and deployed AARI and quickly demonstrated value by simplifying tasks for our frontline and efficiency gains for our clients.”

- Manish Pandya, SVP of Digital Transformation, TaskUs

increase in ticket processing efficiency reducing defects

105%

improvement over average handle time (AHT) target

100%

data accuracy

Read Case Study

How RPA chatbot can help your Business?

Imagine what your workforce could accomplish if they could all focus on higher-value work, rather than essential but time-consuming, repetitive tasks? RPA chatbots with machine learning and intelligent automation can optimize the user experience and interface and streamline business processes.

Chatbot technology can lower costs, provide positive human interactions, and streamline customer communications.

IT helpdesk

Omnichannel software robots serve multiple customers simultaneously no matter how they connect.
Monitor systems, analyze requests, and alert support teams to be proactive rather than reactive.
A virtual assistant provides faster response and resolution to support tickets, creating positive customer interactions.
Use RPA to analyze tickets, tag tickets, measure performance, identify areas for improvement.
RPA customizes the support system and integrates it into apps like Salesforce, Slack, and sales workflows.
Bots reduce access to private data, create audit trails and compliance without increased time and resources.

Completing Transactional HR Services

RPA chatbots can screen recruits, schedule interviews and request references.
RPA bots with intelligent automation can interact with any enterprise or legacy system to retrieve information on demand.
Complete routine employee onboarding efficiently to provide a positive employee experience from day 1.
Chatbots can handle everyday benefits activities such as enrollments and statement inquiries.
Chatbots can make employee information changes across multiple programs and systems with one click.
Monitor PTO/sick time, promotion, organizational change, tax form generation, payroll audit, reconciliation.

Customer Service

24/7/365 customer support, giving the feeling of live communication no matter what time it is.
Deliver on customer needs with chatbots built to satisfy specific goals (reset password, check my order status)
Personalize customer journeys, provide shopping advice, assist with order placement
Provide supporting or additional content when customers are shopping
Reduce errors and customer frustration
Provides a friendly, approachable personality to connect with

Collecting Customer Feedback

Solicit customer feedback after interactions for continuous improvement.
Chatbots with NLP can ask follow-up questions to gain better understanding of customer responses.
RPA with intelligent automation can personalize “thank you” or “we’re sorry” coupons and discounts.
RPA extracts more information than “rate from 1-5” and provides the opportunity to fix a problem immediately.
Issues can be flagged and escalated for human intervention and resolution immediately.
Chatbots gather meaningful analytics for business improvement, marketing and training opportunities.

What to look for in an RPA chatbot provider?

It’s essential to understand your goals when adding chatbots with intelligent automation. How do you want to integrate robotic processing automation into your organization? What is the best use for intelligent automation, and what immediate, short, and long-term benefits can you derive?

When evaluating RPA chatbots and automation solutions, one of the key points to consider is simplicity. How hard is it to deploy, code and scale your automation solution? Can it integrate easily into your customer and employee touchpoints?

Another consideration is whether it has multilingual capabilities and how accurate those capabilities are. While bots can run using Google Translate, its inaccuracies can be a liability. Make sure you understand where the translation libraries are sourced.

How to get started with RPA chatbot provider?

See how Automation Anywhere Robotic Interface (AARI) can assist you at every step of the way, making your chatbots work harder for your business. You can work with our experts to build a point of concept on how RPA might be useful throughout your business.

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