Built an RPA-driven contact center for a Major US Telecom provider

About the client

A US-based Telecom Major

Problems:

The client was looking for an automated solution that would reduce the dependance on human agents and avoid human error. They were looking for a self-moderated solution that could be scaled to address present and future scenarios.

• Rising operation costs of contact center
• High response times lead to dissatisfaction amongst customers
• Inefficient use of contact center agents' time engaged in routine manual activities
• Increase in manual error

Solution:

Innover designed a self-sustaining automated solution powered by Robotic Process Automation to reduce the dependence on human agents. It enabled the client to save on costs and manhours by resolving non-critical challenges through digitally configured bots.

• Self-help bots enabled users to resolve individual challenges without human assistance
• Automated workflows that monitor/modify customer data in the front end and back end
• Utilize data generated for analyzing response and impact
• Identifying and transferring challenges that cannot be handled by RPA to human agents