Intelligent automation company Automation Anywhere has announced the launch of a new AI automation solution for contact centres.
Automation Anywhere for Contact Centres is intended to help agents work more efficiently as they find, retrieve and update information, as well as speed up execution and reduce call times. The solution is built on top of the company’s robotic process automation platform Automation 360, and also utilises the AARI no-code interface and robotic assistant to help with task automation.
The company framed the offering as helping contact centre agents navigate ever more complex apps, data sources, and systems to reach the data they need to get a complete view of the customer.
“The last thing today’s leading brands want to do is ask a customer to ‘hold please,’ while service teams scramble to find account details, order history, or other information they need to quickly solve a customer problem,” said Mike Micucci, Chief Operating Officer, Automation Anywhere.
“Our cloud-native automation platform works with all contact centre platforms to connect data and automate manual processes, empowering agents to solve problems, faster.”
Among the platform’s features are:
- Automated connections across systems of record including CRM, customer interactions, payment history, and authentications
- Data collection from modern and legacy systems to speed virtual agent response time to customer questions
- AI-recommended next-best actions
- Backend automation to improve workflows, update records, and deal with escalations
- Integrations with Google Cloud Contact Center AI (CCAI), and Genesys Cloud CX
Next-generation call centres need to support the scale of customer-facing operations while preserving the sense of personal touch and quality communications,” said Amit Zavery, VP and Head of Platform, Google Cloud.
“Through our partnership with Automation Anywhere and integration with Apigee we enable virtual agents to hold intelligent customer conversations that are informed by data gathered in the background from multiple processes and systems.”
