Customer Service Automation

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Improve your customer experience and liberate your front office

You know the importance of a positive customer services experience. Whatever channel your customers use, you need to respond immediately, manage efficiently and communicate clearly. Our intelligent automation will optimise your front office, help you to eliminate long waiting times, cut resourcing costs, provide 24/7 operation, and be sure to delight your customers.

6 Process Examples

Account management

Manage account administration with automated record creation, account updates, execution of common changes, and status check. Our virtual workers help you to support your customers better as your employees spend less time on processing.

Client onboarding/offboarding

Control your client data with automated onboarding and offboarding processes ensuring instant updates and synchroniziation of all your office data. Embrace your new customers quickly, and ensure old record are rapidly archived.

Self service

Automate your customer services processes and present customers with the opportunity to manage them online for themselves. With an integrated web portal, our platform supports your digitization and channel shift objectives without disruption to your underlying applications.

Customer records management

Are multiple systems of record causing staff headaches and impacting efficiency? Maintain your customer record data with automated updates whenever anything changes. Our platform gives you the security that all your data is up to date on all of your systems.

Request management

Take charge of your customer requests as our virtual workers either automate or escalate request processing. Giving you extra time to handle the more challenging requests, that need to be given all of your attention.

Complaint management

Handle complaints elegantly with automated responses, prioritization and resolutions. Our platform can observe and either resolve or refer complaints, so disgruntled customers don’t become an enduring issue.

Case study

€1.0M

saved annually

Challenge
An analysis of service desk agent activities revealed that a high proportion of time and effort was being expended on repetitive and manually intensive tasks and activities.
Solution
The Virtual Workforce® enabled Computacenter to deliver over 89% automation of addressable activities, and increase online service interaction from 9% to 61%. The solution also delivers real value to clients across 9 European countries in 27 languages.

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Resources

Do you want to find out more about intelligent automation? Take a look around our resources area – for all the latest case studies, data sheets, videos and more.

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