RPA and Chatbot to automate ticket management

Among the processes involving a relationship between brand and customer, one of the most burdensome is historically linked to customer care, especially the tickets’ opening. These are routine operations, often very similar to each other, which in the case of large companies can result in thousands of services requests every day.

Thanks to emerging technologies, the handling of most service requests can finally be automated. It is possible to significantly reduce the effort of the human operator, who until now has had to endlessly repeat the same operations to respond to customers. This is possible thanks to RPA (Robotic Process Automation), which automates repetitive processes, making them much faster and more efficient, freeing up employees' time for more strategic business operations.

RPA applies the concepts of robotics exclusively at the software level, creating high-level interfaces that are very simple to program. A good CX provider must therefore know the most advanced techniques and the most effective tools to improve UX during all phases of customer care that involve a direct relationship with the end customer.

CRM and Chatbots: empathy and automation in post-sales relations

Among the fundamental tools for automating customer care processes are chatbots. Forget about the very first-generation systems based on simple scripts. Today, chatbots are systems capable of establishing a credible and realistic conversation with the interlocutor remotely.

Thanks to Artificial Intelligence technologies such as NLP (Natural Language Processing), chatbots are finally able to understand human language and interact accordingly, developing an appropriate level of empathy with the customer.

The automated ticket management system, as well as acting as a front-end, can interact with CRM and track the history of each user. It can see all his purchases, orders, interactions with company channels and have a history of previous support requests. This information allows the system to know the customer's behavior and support the chatbot in its relationship. The mission is to solve the problem, avoiding the opening of the ticket.

In most cases, service requests do not stem from a real problem with the product or service used. The customer almost always demonstrates a lack of knowledge because he/she does not know where to find the information he/she needs or has a lazy attitude towards research. The chatbot carries out a series of questions to the customer to identify the criticality and provide the user with useful references to solve the problem for which he or she has contacted support.

An effective customer care platform has automated procedures in place to significantly reduce the need for customers to open a ticket. It is becoming increasingly rare for a call to be forwarded to a human employee to complete the service procedure.

Improving customer care services, and more!

A data-aware culture enables the best use of customer interactions with customer care processes. Business analytics on the data that CRM brings to each customer's request for assistance can help the company to realize certain aspects that would otherwise be difficult to reveal. This can help resolve inefficiencies and progressively improve the efficiency of many business departments.

If we realize that many customers are experiencing problems with a product feature, we should always ask ourselves why this is happening. It could be a problem with the instructions for use, and if so, they should be fixed and republished. It could be a CX problem, because of some false expectations generated by miscommunication. It could be an inherent defect in the product, which should be reported promptly to the designers for resolution.

Analyzing customer relationships during the after-sales phase provides a clearer picture, the more advanced CRM can manage usage data. It is essential to use the right tools. A chatbot capable of asking the right questions can capture very significant data about the user experience.

In the next article we will see how an automated ticket management system can be made even more intelligent by the continuous interaction between an advanced chatbot and a Machine Learning system specifically designed to improve its efficiency.?

This is the way to move from an automated system to a truly autonomous system.