Forrester: How to successfully add RPA to customer service operations

Contact centers often don’t see the initial ROI of RPA play out as they scale up. Forrester summarizes how to succeed.

We see organizations falling into the trap of under- or over-utilizing RPA as an automation solution. They also struggle with initiatives to digitize and automate core processes, keeping them locked to legacy applications. To succeed, enterprises should ensure that they:

  • Select RPA targets that are best suited for this technology. Use RPA for high-volume, simple, reproducible work — five decisions, five applications, and 500 clicks.
  • Create an automation strike team and formalize collaboration with business and IT. Look to create an automation strike team — a team that sits between traditional IT and business leaders that is responsible for the companywide architecture, governance, and delivery of automation. This team, working collaboratively with the customer service organization and IT, helps embed RPA in the contact center and standardizes behavior that could lead to poor results.
  • Communicate the automation strategy to agents. As you roll out RPA, make sure you communicate how each agent will personally benefit from the change, how you will coach and career-path agents as their work changes with automation, and how success measures will change to focus on quality-of-service measures instead of pure productivity ones.

Customer service operations typically use attended-mode RPA, where bots are invoked by agents in the flow of their work. These automated processes can kick off unattended bots for back-office work — for example, invoice or claims processing.

Read more here: How to successfully add RPA to customer service operations

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