Robotic Process Automation (RPA): Increase Capacity & Employee Job Satisfaction

In a previous blog post, What Is RPA? I discussed the three types of robotic process automation: unattended, attended and hybrid automation. Hybrid automation is the newest iteration of RPA–and as such there’s some confusion on how it actually works.

So let me paint a picture for you.

Jane is a loan officer. She comes into work, grabs a cup of coffee, sits down and opens up her queue of work for the … Read More

Contact centres 2030: The shape of automation to come

The evidence is now unmistakable. Customers are more and more ready to interact with service providers not just by going online, but using other methods too. About one in eight consumers worldwide currently deal with banks and travel companies through web self-service or mobile apps–and the same proportion actually prefer to sign up with or buy from a provider by using Web self-service. 

A 2018 survey by Opinium LLP and Verint reveals that, among 18-34 … Read More

IVA is the future of voice self-service

Intelligent virtual assistants (IVAs) are systems that use artificial intelligence (AI), machine learning, natural language processing (NLP) and natural language understanding (NLU) to automate the handling of customers’ and employees’ requests and tasks that can be addressed and resolved without requiring the cognitive capabilities of human beings. For customers and, increasingly, employees, IVAs can automate routine tasks and can process and personalise the handling of interactions in most self-service channels. 

Revolutionising IVRs 

After more … Read More