The most common use cases for CX automation are for not for the customer; they're designed to augment agent performance. The biggest challenge for agents is having to do back-office tasks and search knowledge bases while servicing a customer, hence the importance of robotic process automation and striking a balance between the human touch and automated processes.
In this podcast interview with CCW Digital, Sateesh Seetharamiah, vice president and global product head at AssistEdge for EdgeVerve, a subsidiary of Infosys, discusses why cutting-edge CX automation tools combine RPA with artificial intelligence to augment agent performance.