Reducing call volumes and enhance operational productivity
Automation has become the headline of the digital transformation world, with an abundance of technology solutions promising to realize newfound cost savings for the customer service industry.
At Praxidia we take a customer centric approach to the deployment of our automation technology; ensuring that automation is applied to relevant interactions, where cost benefits can be realized without damage to the customer experience.
Praxidia Desktop Automation solutions enable agents to process customer support requirements at a fraction of the time spent using traditional workflow mechanisms.
Robotic Desktop Automation bridges traditional workflow processes, removing the need for multi-screen navigation, information overload and duplication of data entry. Simplified and unified desktops enable agents to fast-track their time-to-competency, significantly reducing training times.
For low value and high volume transactional use-cases it may often be preferable to provide an entirely automated solution ‘upstream’ of the contact center.
Praxidia’s Cognitive Assistant provides a powerful and versatile ‘machine powered’ alternative to human-to-human web chat. Through a combination of cutting-edge natural language processing, machine learning and knowledge management practice, the Praxidia Cognitive Assistant is able to process high volume customer service requests without the need for human intervention.
When combined with traditional web chat, the Cognitive Assistant can significantly reduce call volumes, handing over to live agents when required for complaints, value-based interactions or edge case support issues.
Detailed analysis of call drivers can determine those issues where both the business and the customer would prefer an automated solution, high volume issues of this nature are often best handled via the IVR.
Praxidia’s IVR Automation solution enables customers to self-serve their requirements via the telephone without the need to talk to an agent.
Self-service IVR solutions range from simple FAQ responses through to more complex RPA empowered account management use-cases.
BACK-OFFICE AUTOMATION / RPA
Back office operations often spend thousands of costly man hours every year processing customer data and requests. Back office tasks range from simple data entry, through to more complex multi-platform workflow processes, requiring multiple inputs, outputs and applied rules.
Praxidia’s Robotic Process Automation Platform (RPA) places these repetitive tasks in the capable hands of an automated ‘bot’. RPA Bots can automate hundreds of simultaneous back-office processes, collating and depositing information, applying rules and calculations, all without the need for human intervention.
RPA processing can be scheduled to make effective use of operational downtime, ensuring maximum system performance during out-of-hours operation.
IN A NUTSHELL
A suite of Automation technologies designed to significantly reduce costs across the customer service operation.
Desktop Automation: improves agent accuracy and reduces call handling times (reduced AHT).
Interaction Automation: removes the need for human intervention on some support requirements, providing self-service alternatives through the web and IVR (reduced call volume).
Back Office Automation: Enables back-office tasks to be processed by RPA ‘bots’, significantly reducing operational costs.
- REDUCE CALL VOLUME
- REDUCE AHT
- IMPROVE ACCURACY / FCR
- REDUCE OPEX
- IMPROVE TIME TO COMPETENCY
- IMPROVE CSAT