Digital Solutions for Enhanced Customer Experience (CX)

Robotic Process Automation (RPA), Chatbots, Customer Service Software, and Digital Transformation

Robotic Process Automation (RPA)

RPA has become a much bigger player in the last few years and is best used to automate processes that fit these criteria.

Highly manual

Process currently being performed by humans that are standard, straight forward and predictable are great candidates for automation.

Prone to human error

Some processes are more prone to human error, causing additional work. Some HR functionality can apply here.

Rule-based

Processes that follow a specific set of “if-then” type rules and can easily be turned into a template. When decision-making is based on a series of standardized rules, that process is an automation contender.

Low exception rate

Processes with a low number of scenarios. Exceptions create complexity, and projects can be automated by excluding exceptions with low volumes.

Standard readable input

Excel, Word, XML, readable PDFs. While RPA work being done with unreadable types (e.g., OCR), it requires an assessment of what’s necessary to make it readable.

Mature and stable

Well-documented processes with known operational costs. Billing often falls into this bucket. Vendor selection RFP could as well.

High volume & repetition

Daily, high-frequency processes like Accounts Receivable and invoicing.

A 35,000-foot guide to getting started with RPA

More than you’d think!

RPA can be extremely helpful in scaling customer experience.

If you’d like to learn more about RPA, timelines, and implementation schedules, or specific processes in your business that it could benefit, let’s talk.

Chatbots

Chatbots usage has been on the rise for the better part of a decade. Often seen in customer support (taking or returning orders, etc.) and recruiting (FAQ from job candidates), they can’t yet handle massive compl