Automating simple tasks for customer service agents
One of the main reasons to automate a task is because it is a repetitive and mundane task that does not add any value to the user performing it manually. This applies to any business process where we encounter repetitive tasks, whether for sales, marketing, field service, project management, or customer service.
In particular, customer service agents are faced with multiple challenges to provide the best service, and any-time optimization is highly beneficial. Having to look up customer data that is in another system, needing to create a case or record an action, and having to open a record or close a case are some of the most common actions an agent has to do. In turn, to maintain the quality of service, a customer service area has multiple actions that it needs to automate to correctly articulate all the steps. Some of these are as follows:
- Service-level agreements (SLAs): When an organization has defined SLAs, it is...
