Written by Neha Madiya
Lead Technical Content Writer
Welcome to the Customer Information Age!
The global economy is rapidly changing and gearing towards modernized solutions allowing businesses to boost their profits. Customer service is a winning card that can scale business growth. Don't believe it? Customer service, when combined with RPA, can render incredible customer management and customer happiness.
Every day, customers interact with businesses, and these interactions can cause challenges for a team. For instance, each year, almost 10 million patients are handled by hospitals every day that requires personal information extraction, process claims, and prepare reports for the top management. This process deteriorates operations, thus leading to low customer interaction.
Similarly, the insurance industry faces barriers, as customers are demanding quick turnaround time while expecting omnichannel access. The current management method leads towards the erosion of operational tasks such as claims processing and customer-agent interaction, as the job involves several manual customer service functions that prevent companies from fraud and errors.
According to a recent research report, the US retail industry alone expects to double online sales by the end of 2023. The retail landscape is facing challenges that require restructuring the business from top to bottom. A physical robot is already acting as a worker in these industries, allowing assistance with inventory monitoring. Now, customers are demanding real-time information about their product from processing to shipping.
Regardless of sector, businesses are looking for a solution that allows a balance between agents and customers, and so, implementing RPA is crucial to these industries. Any organization can automate iterative tasks with the help of RPA, allowing customer services to focus on their consumer needs. RPA and its ability to transform work allow improved customer experience while assuring accurate and reliable results.
In the medical sector, bots can extract and fill patients' records, organize them, and process claims, allowing healthcare providers to have a real-time view of their patient's journey.
Robotic-process, when combined with the insurance industry, enables improved customer satisfaction by supporting the fluctuating volumes of customers and lowering waiting time for claims processing.
Retail businesses require a large amount of data to be analyzed and actioned every day. With the help of Robotic Process Automation, owners can capture and update processing information, allowing improved Q/A management.
Some potential use cases to implement RPA include data entry, generating invoices, processing payments, data management, processing forms, and more. By eliminating manual errors, the scope of complaints from the customers automatically narrows down. Front-end or back-office, RPA is your best bet.
Anyone involved in claims processing, underwriting, and renewals- know just how many chunks of information are involved. Whether it is healthcare or finance, any industry currently relies on the backbone of back-office processes that are outdated, slow, and inefficient. As a solution, claimers shift towards Robotic Process Control bots that are becoming game-changers in the industry.
According to the Forrester study, "more than 40 percent of enterprises will create state-of-the-art digital workers by combining AI (artificial intelligence) with Robotic Process Automation". This shows how service leaders are integrating these smart bots for managing mundane tasks.
Implementing RPA in customer service can decrease processing time, boost efficiency, and help achieve customer happiness.
Irrespective of the sector, organizations trying to find a happy medium between costs and impeccable service must implement RPA. Leverage the dynamism of RPA by automating the workflow and relieving the time of your human experts, helping them focus on high-intensive and mission-critical tasks. Speed matters to today's customers and an 'immediate' response is what they look for when they have a query. So why wait? Give your customers the solution they are looking at. Implement RPA in customer service and lead the journey.