Customer service activities generate large amounts of unstructured data, which can be challenging to manage, organize, and access without dedicating hours to handling it. Intelligent, real-time RPA for customer service can analyze and structure data regardless of its source. Then, use artificial intelligence and machine learning on these databases to identify patterns, problems, and new opportunities to improve services and offerings. Some of the benefits of RPA in the telecom sector include:
Almost any telecom department or team can benefit from automated customer service software. And because it's so easy to customize and deploy, almost anyone can set up and deploy robotic process automation tools and the insights they provide.
"Our investment in the RPA program, once nurtured to its full potential, will pay off through sustained improvements in customer and employee experiences."
– Yuriko Ishihara, Senior Vice President, Strategy and Chairperson of the COE
20K
hours saved
50+
automations developed
50+
additional use cases in the pipeline
RPA is a powerful tool for improving the telecom customer journey. Simple, small integrations start the digital transformation of standard customer service processes. And while these may be small steps, they will undoubtedly have wide-reaching benefits throughout the company. Then, scale and adapt them to automate other tasks, manage more data, and find new opportunities.
A few uses for telecom customer service automation include:
Telecom Front Office Automation
Network Management Automation
Payments and Sales Processing
Nurturing the Customer Lifecycle
While you can streamline an entire customer service strategy across various touchpoints, you're not limited to fully automated systems. You don’t have to change your legacy software. Instead, you can start by automating simple customer requests and processes using Automation Co-Pilot's API from within your current software.
Start with chatbots, for example, to process simple customer questions. Then, integrate RPA with virtual assistants and natural language IVR to mimic human interactions. They can refer users to knowledge base articles, provide updates, and make account changes. Then, simply choose bots you can adapt and deploy in a way that works for you.
Telecom sector RPA also must be cloud-based for global accessibility and scalability. In addition, it should be easily implemented, adjusted, and have a user-friendly user interface so that everyone can access and use the bots as needed. These features will free up the tech team for other tasks requiring minimal training.
Contact one of our RPA bot automation experts. They will show you just how powerful robotics automation can be. It's the perfect opportunity to ask any questions about customer service automation and see how these bots can help you grow and succeed in telecom.
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