When we think of bots we often think of a chatbot on a website, or a malware bot crawling the content of a website using complex algorithms. Yet bots are often part of AI solutions to produce plain language. We see this in the contact center when a bot can produce a written response for an agent in a fraction of the time it would take them manually.
Bots have seen major advances using robotic process automation and machine learning to refine quality and accuracy of responses. This combination of technologies enhances the agent experience while having direct impact to the end customer.
We see improvements in AHT, quality, and CSAT scores when redundant agent processes are removed from the experience. When the agent has more time to focus on the customer they can create a stronger relationship, more efficient service, and an overall better interaction.