REVOLUTIONIZING CUSTOMER SERVICE: HOW ROBOTIC PROCESS AUTOMATION TRANSFORMS CALL CENTERS AND CX

Nishanth Vepachedu

Authors

Nishanth Vepachedu India Author

Keywords:

Robotic Process Automation, Customer Experience Management, Intelligent Automation, Digital Transformation, Customer Service Innovation

Abstract

This comprehensive article explores the transformative impact of Robotic Process Automation (RPA) in customer service operations, focusing on its implementation across various dimensions of customer experience. The article examines how RPA technology streamlines operations, enhances service quality, and revolutionizes customer interactions through automated workflows, data management, and intelligent analytics. The article investigates key areas of RPA implementation, including call triaging, data entry, compliance management, and ticket handling, while evaluating its quantifiable benefits in operational efficiency, cost optimization, employee satisfaction, and customer experience. Furthermore, the article explores future perspectives on RPA evolution, particularly its integration with artificial intelligence and machine learning, highlighting the emergence of hybrid workforce models and cognitive automation capabilities.

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