Businesses keep looking for ways to reduce costs and improve customer experience. At first glance, these two goals might seem mutually exclusive. However, Intelligent Automation could make both equally viable at the same time.
What is Intelligent Automation?
Intelligent Automation is the combined application of Robotic Process Automation (software robots) and Artificial Intelligence. Robotic Process Automation (RPA) is a technique to script and model the interactions a human would normally have with a software application, in order to allow a software robot to automatically execute them. The applications which can be automated can appear in many forms, such as desktop applications, websites or even mobile applications. RPA in itself offers no intelligence and is therefore only suitable for straightforward processes which are based on very well structured input data. These scenarios are quite rare and are usually already automated through specialized software applications. However, once Artificial Intelligence-techniques such as Machine Learning join the mix, the opportunities for practical applications become much larger: imagine you could have a software robot that could understand, reason and act?
What can Intelligent Automation mean for your business?
Through Intelligent Automation, your business can save a lot of money and improve customer satisfaction at the same time. Software robots are available 24/7 to serve your customers and are predictable with regards to performance. A software robot does not have a bad day and never calls in sick. By implementing software robots in your company, your employees can focus on the real value-adding tasks that are related to your core business.
Chatbots and Intelligent Automation
Conversational interfaces such as chatbots are rapidly gaining popularity with businesses. A popular domain for the application of chatbots is customer servicing. In most cases, we see that almost 80% of the questions asked by customers can be automatically answered by an intelligent question-answering chatbot. The reason for this lies in the fact that customers have the tendency to ask the same questions over and over again. In some extreme cases we have seen that, while analyzing 15.000 questions directed at a brand’s Facebook page, over 13.000 could be aggregated to a set of just five different questions. A chatbot was put in place to answer just these five questions. The results were astonishing: only one out of five of incoming messages led to forwarding to a real service agent. Not only did this save the company a lot of effort in answering questions, four out of five customers received an answer to their questions instantaneously.
Want to learn how Intelligent Automation could change your business?
At Oakwood, we specialize in Intelligent Automation. We can support your company in implementing all sorts of automated solutions. If you would like to know how Intelligent Automation, such as smart software robots or chatbots, could change your business, get in touch with us now.