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Research Outline
Prepared for Bruno R. | Delivered April 30, 2020
Consumer Experience: Industry Drivers
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Goals
To identify the drivers of change in consumer experience.
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Early Findings
Increased Robotic Process Automation (RPA)
According to a
Forbes publication
, "robotic process automation, or RPA, helps businesses
automate repetitive tasks
to increase efficiency and decrease costs." This allows humans more time to focus on human-inclined tasks such as creativity, innovation,
connecting with customers
, strategy, problem-solving, and the development of a more robust customer experience.
The main advantage of an RPA system is that it can be
tailored to fit any job description
required of it, from simple actions such as automatically responding to emails to controlling a pack of bots to automate work tactically.
An example of the versatility of RPA can be seen in a bank, which "redesigned its claims process and deployed
85 or bots running 13 processes
, handling
1.5 million requests per year
. The bank added capacity equivalent to more than
200 full-time employees
at approximately
30%
of the cost of recruiting more staff."
Another example is
Allstate
, which uses a chatbot named
Amelia
to aid its employees in customer interactions. Contact center agents at the bank leverage Amelia to remain updated with the
latest insurance regulations and protocol
while responding to customers' phone calls.
This enables customers to get the personal interaction they desire, at the
speed and efficiency
of a chatbot. "They do not have to wait for agents to look through huge amounts of constantly changing insurance information manually."
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