Contact centers are constantly seeking ways to enhance agent productivity and the customer experience. Combining robotic process automation with artificial intelligence is one way to improve both the back-office and front-office elements of an agent’s job.
By automating repetitive tasks and reducing the number of applications an agent accesses when handling a customer request, agents are empowered to spend more time concentrating on the customer interaction and less time on data entry, retrieving invoices and other rote tasks. They can also handle queries faster, thereby reducing average handle time and increasing NPS and CSAT.
EdgeVerve, a subsidiary of Infosys offering enterprise software solutions using RPA and AI, is announcing the launch of AssistEdge Engage, a suite of process automation tools specifically designed for the contact center.