Customer Service is overtaking pricing and product to become a key brand differentiator. Customers expect nothing but the best everywhere, every day. They expect efficient, superfast customer service every time.
Good customer service is vital to businesses. It is important for businesses to delight customers with a pleasant brand experience — whether it is a seamless order process, or efficiently resolving an issue or instantly getting information at an inbound call center.

But how can this be achieved?
Deliver excellent customer service with RPA-and-AI-powered technology
You can now deliver effortless and consistent customer support with automation. Robotic Process Automation (RPA) brings automation into the contact centre to aid the customer support agent to deliver prompt and personalised assistance every time. Automation enhances the agent's capabilities to attend to customers efficiently.

Deploying RPA and AI powered customer support/service will allow chosen areas to operate independently or with minimal manual involvement. Automating parts of the customer service will allow better usage of the agents by leveraging their decision-making power so they can attend to more complex queries. That is, the time saved can be used to attend to other processes that cannot be automated.

24/7 customer support is possible with latest tools such as RPA chat support and AI communications. With robots at your service, call center outsourcing services can benefit from automation in numerous ways. RPA can transform the entire customer and service provider experience. Customers and agents stand to gain from the capabilities that RPA delivers.

What benefits does the customer experience?
Improved response times
Readily available data makes information accessible easily. Faster and tailored responses help cut down lengthy interactions. Customer queries are addressed promptly.Better consistency
Customers will base their expectations on their past experience with you. With automation it is possible to raise the bar and to keep delivering consistent services.

Personalised services
Personalise the customer's experience by greeting them by name when they call, responding to every contact they make, retrieving their account information instantly or having their past details on hand. Personalising makes the interaction pleasant and satisfying for the customer. This will instill a connection with the brand. Always-on assistance
Software bots can stand in for human agents and attend to customer requests through 24/7 support. Chatbots and IVR are RPA tools that assist customers round-the-clock.

Effective communications
Customers want to have flexibility to get in touch through various channels. You can attend to each instance of communication with a prompt response. With features like the IVR call-back, your customers will never have to wait on hold again. Or you can automatically respond to a blank call with a text message. In-App outgoing emails and VoIP integration enhance communications with customers.

What benefits does the service provider experience?
Efficient services
Faster and easier data availability smoothens the process for agents — checking information, relaying data, and resolving issues becomes more efficient. Customers can be attended to faster and a call can be closed in a shorter span of time. Real-time customer support makes the services efficient and set your business apart. Better allocation of resources

Digital agents can handle repetitive rule-based tasks through RPA. However, more complex tasks that need a human's logical thinking power can assigned to human agents. Human agents can get a lot of tasks done with their superior skills. Match the right agents to the right tasks.

Better customer experience leads to brand loyalty
Increase the customers' confidence in you by providing swift, efficient and consistent services. It is easier to lose their loyalty than to build it. And so it is crucial to ensure that every interaction delivers the stellar experience that a customer expects. Scalability

As the business grows, it is important to find quicker ways to tackle common problems faced by customers. Automation will accommodate growth in business and will support wider services. More customers can be attended to without upsetting the system and you can continue to provide excellent customer support.

Reduce costs, increase revenue
By reducing the average call handling times and by reducing errors, businesses are not only able to reduce costs incurred but are also able to generate revenue through upselling and cross-selling. Happy customers mean happy businesses.

RPA tools in customer support centres
IVR: Interactive Voice Responses ensure each call is attended. No call gets missed. Customers can also schedule a service themselves on IVR. A procedure that earlier required a human agent can now be done in minutes on the IVR. Customers can simply call in and select the required options. Software bots automatically set the process in motion and fulfils the customer's request.
Chatbots: Interactive text responses or chatbots attend to text messages from customers. Chatbots can address standard requests and queries, while the more complex ones can be directed to human agents who will use their personal experience and intuition to resolve the issue.
Customers naturally gravitate towards a service provider that gives faster and more assured results. Deliver more in less time by automating your processes. Customer service is now a competitive differentiator. Get an edge over your competition by automating your customer services. For more information visit

Author's Bio: 

Phykon creates sophisticated solutions powered by Robotic Business Process Automation and Artificial Intelligence to make your business futureproof. Let’s join hands to discover how Phykon can help your organization achieve the next level in profitability and productivity by leveraging the power of RPA, Affordable RPA software, AI in contact centers and back offices.Visit for more information