How Robotic Process Automation Fits in Your Contact Center

Take this scenario: A customer calls your insurance hotline. Your digital employee, let's call her "Ivy," takes the call and authenticates the customer, asking them for their account number and PIN. Ivy also finds out why the customer is calling, without having to ask: through deep integration with your company's CRM and case management system, "she" sees the customer has an open claim with you and has just visited your website to review the case before calling. Ivy logically infers the customer is calling because they want to speak to a person about the claim, which Ivy quickly confirms before connecting the customer with a live person. The live agent, let's call him "Mark," now speaks with the customer and, through personal experience and intuition -- while also following business process and decision rules -- determines that to advance the claim, more information is necessary.