White Papers / 20.02.2020

Conversational Service Automation and RPA – A Match Made in Contact Center Heaven

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Contact center is where your customers actually interact with your brand. So, from the customer service point of view, nothing is more important than your contact centers. But most contact centers are still following archaic practices and are relying on outdated technologies. We have had back-end automation in the contact centers for some time now. But what we need now is an urgent overhaul of the contact center front-end. This white paper will show you how to go about achieving integrated automation between the RPA at the back end and conversational service automation at the front-end for delivering on the promise of customer service experience.

This white paper covers the following important topics:

Why contact centers need to evolve fast
What is RPA and its shortcomings
Understanding integrated automation
Augmenting RPA with conversational service automation

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