How Desktop Automation Helps Employees Become More Efficient

Few Robotic Desktop Automation Statistics

• Increase throughput — robots are 4–5 faster than humans and work 24/7
• Ensure compliance — robots deliver results with 100% accuracy
• Reduce costs — 10 robots can do the work of 100 people
• Increase employee engagement — let employees focus on the value-add activities
• Easily scalable — as your enterprise grows, you can scale up the power of Robotic Automation to match your changing needs

Source: NICE

Desktop Automation makes employees more efficient.

NICE Robotic Automation’s NEVA is an example of a desktop automation software that assists employees in performing routine but time consuming tasks. It is particularly useful in customer service centers where agents must handle a variety of customer calls and where fast and accurate handling of customer issues is of paramount importance in this oftn stressful environment.

NEVA helps employees’ perform better by:

• “Providing real-time guidance and next-best- action recommendations
• Delivering rich, contextual data, directly to the employee’s desktop, drawn from multiple systems
• Offering on-screen compliance prompts
• Executing routine tasks, on behalf of the
  employee, quickly and accurately
• Enabling great customer service with a human touch”
• Full product description.

How Desktop Automation helps customer service agents.

Few examples of desktop automation in action:

Banking organization: uses Robotic Automation of back end processes and desktop automation to handle customer calls regarding fraud investigations of credit cards. Full story

1. The solution guides agents with pop-ups that suggest the next action
2. It performs wrap-up activities automatically freeing agents to handle the next customer call.
3. The results include 99% accuracy and 86% reduction of wrap-up time.

PSCU — Credit Union Services Company: automated the calculation of Index Rates for Variable Interest Credit Cards. Full Story.

1. 400 Index rate changes requests were processed in September and October 2020.
2. 150 hours of work saved.
3. Reduced time to serve during interest rate changes
4. Improved accuracy

Blue Cross of Idaho: deployed desktop automation at their contact center. Full Story.

1. Automatically pulls customer and other information from multiple sources when a customer calls and displays at agent’s desktop.
2. Suggests next best action for an agent to follow such as suggesting Government subsidy if records show the customer is eligible.
3. Annual savings >$250,000.

UPC Cable TV

1. Desktop automation assists customer service agents. Full Story.
2. Reduces Customer call duration.
3. During a customer call provides up-sell and cross-sell offers that are most suitable to a given customer.
4. 6 month ROI

Check out what is possible with RPA (Robotic Process Automation).