Smart Automation

Smart automation represents the synergy between robotic process automation (RPA) and artificial intelligence (AI), working together to power the automation of selected business processes. When it comes to customer service, early automation initiatives have been around for several years. The development of self-care or self-service technologies (dynamic FAQs or chatbots) has primarily driven efficiency improvements rather than enhancing the user experience. That said, customers appreciate using these tools and often find the answers they need. According to Appvizer, 40% of consumers actually prefer self-service over human contact. Yet brands are eager to restore personalized, human interactions with their customers, an ambitious goal given the associated costs. Technologies like artificial intelligence and robotic process automation free humans from technical tasks, such as gathering order information from multiple IT systems. They also enable urgent tasks to be handled outside of customer service operating hours. For instance, by automatically understanding the meaning of a message, regardless of the language used, a change in delivery address can be detected. This prevents packages from being sent to or returned from the wrong address. Smart automation adds value by automating repetitive tasks in a targeted way (prioritization, assignment, automated responses for recurring requests, etc.). As a result, businesses can boost their service efficiency and competitiveness while freeing up time to personalize customer relationships.