Our customers have told us that this one ticket is often their most expensive overall, due to its frequency and the number of back-end systems needed to resolve it. It's often refunds, or upgrades, or cancellations - even account lookups fly into contact centers frequently and repeatedly, and can be among the most annoying and/or mind-numbing tickets for customer support agents to handle.
This challenge is compounded by the sheer amount of inbound communications channels being used by customers - from web forms to social, from email to old-school voice calls to chatbots. It's why we at DigitalGenius have focused our attention on a technology called Conversational Process Automation that connects the conversations you're having with your customers to the back-end systems and processes needed to resolve them.
Perhaps you've heard of Robotic Process Automation, or RPA. This is the domain of market-leading companies such as UiPath, Automation Anywhere and others. Well, conversational process automation uses similar API-based technologies, except instead of merely linking together software systems using AI, it does so by connecting back-end systems with the actual question being posed by the customer.
Because this technology is new, we've taken the liberty of creating the world's first short guide to Conversational Process Automation, or CPA. We'd love for you to download it here. If we've written it correctly, you'll come out of it a little wiser than you did before you downloaded it, and you'll have an idea of whether or not it makes sense in your company's customer support environment or not.