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How intelligent automation can boost customer experience

Managing customers expectations is an area that a business must place focus on as it is key to the longevity of a successful business. This is becoming more of a challenge due to the rising expectations. 

Interesting statistics from research by Salesforce found that “70% of customers say connected processes — such as seamless handoffs or contextualized engagement based on earlier interactions — are very important to winning their business.” Furthermore, they found “56% of customers actively seek to buy from the most innovative companies” and “Customers are 9.5x more likely to view AI as revolutionary versus insignificant.”

The advancements in technology have led consumers to believe that queries and requests must now be answered at a rapid pace and with a range of options bigger than ever before, they are not willing to stick around for an answer.

That is why it is now essential for almost all businesses to undergo digital transformation in one form or another. Businesses that have already begun the digital transformation journey are seeing the benefits of advanced automation solutions such as intelligent automation.

Going a step further

Most businesses when signing off the implementation of automation solutions initially expect a slicker in house process that also reduces costs. What is not always realised from the outset is the significant positive impact these changes can have on the customer's experience. 

With intelligent automation combining the technologies of RPA and AI, these solutions are able to execute and fulfil tasks 24/7 without the risk of error. Because of the intelligence of AI, automation itself is creating new automations that move away from basic processes and into solutions that spot and resolve particular pain points. 

This is where intelligent automation comes into its own. By going a step further from the basic process automation, intelligent automation can take unstructured data from a number of sources and convert it into a usable format that can then be processed. Within the solution, the RPA works to transfer the information between systems while the AI has the ability to read the data and extract the relevant parts.

Enhanced data, enhanced workforce 

By having a clearer understanding of the customer's data at an earlier stage, businesses can utilise this to adapt their business targets and plan how they can appease those customers more easily. Implementing a standard RPA process solution will, of course, provide benefits but mixing this already capable solution into and intelligent automation operation will soon expand the benefits achievable. 

Additionally, the advanced ability of an intelligent automation solution can go further in freeing a data engineering team that can tailor the solutions with a more human approach to suit customer needs. Of course, intelligent automation can already offer this to a certain extent, but going deeper into an already sophisticated technology means the opportunity to be a step ahead of the competition is one not to miss. 

Today, just having an automation solution is not going to allow you to reach the top. Your business must believe in growing the implementation of such solutions to really get the most out of it. In doing this, new options and opportunities to better your customer's experience arise in areas you may never have thought. 


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