In the next five years, over half of all talent acquisition tasks can be automated using a variety of technologies including RPA, cognitive & AI, and analytics, among others, either on their own or in combination with one another
Everest Group’s recent research revealed that successful adoption of RPA and chatbots in contact centers can reduce the total cost of contact center operations by 11-16 percent. Yet, very few enterprises have achieved these levels of automation-driven cost reduction in their contact center operations. Why? Technology is just one piece of the puzzle. In order to unlock the true benefits of automation solutions in your contact center, you also need to focus on organizational readiness, effective change management, and better governance mechanisms.
Enterprises should start by identifying the contact center processes that are most suitable for automation. To achieve breakeven in quick time, it’s best to start by automating highly repetitive and less complex business processes with RPA. For example, a process wherein agents spend exorbitant amounts of time navigating through multiple systems and applications to fetch the required information is ideal to automate with RPA.
Automating business processes that aren’t standardized or simplified can result in more exceptions. But optimizing them before automating them, with IT and operations jointly looking at them through the RPA lens, can greatly reduce exceptions. Learnings from best-in-class RPA implementers also suggest that business process re-engineering is a significant step to realizing the strategic objectives of RPA adoption.
Building a partner ecosystem with leading RPA technology vendors and/or system integrators that offer best-in-breed automation platforms and specialized domain expertise is crucial to achieving successful RPA adoption. Doing so can help enterprises save time and effort at every stage of RPA adoption, which eventually manifests in effective cost savings.
Enterprises that achieve significant financial impact and rapid return on their RPA investments quickly scale-up from the pilot stage to large-scale deployments. To move fast successfully, it’s important to foresee challenges ahead while in the pilot stage, and begin mitigation efforts earlier. Enterprises can also follow an agile implementation approach, which could enable their RPA deployments to quickly and flexibly adapt to changes in business requirements or underlying applications.
Once RPA has delivered some quick wins, enterprises can deploy chatbots alongside RPA to realize incremental cost savings. For example, chatbots can resolve less complex customer queries more quickly when RPA bots fetch the necessary information and relevant insights from multiple systems and applications. Enterprises should envision building a digital workforce with both RPA and chatbots in their contact centers to achieve long-term benefits that can extend well beyond the incremental cost savings.
Adoption of best practices for contact center automation can help enterprises achieve tangible business outcomes. And the returns can be quick: our latest research shows 9-15 months with RPA, and 18-24 months with chatbots adoption.
To learn more about how you can build a successful business case for automation adoption in your contact center, check out Everest Group’s recently released report: “The Business Case for RPA and Chatbots in Contact Centers.” And, please feel free to share your automation adoption experiences in contact centers with us: Katrina Menzigian ([email protected]) and Jayapriya K ([email protected])