Missing the Wave of Conversational RPA? Better Catch It!
Missing the Wave of Conversational AI? Better Catch It!
Some organizations may still sit on the sidelines wondering if Conversational Robotic Process Automation will really take off at scale for Enterprise Service Desks and Customer Service. If you are one of them, then wonder no longer– Because your competitors have already fully embraced it and have started projects leveraging Conversational AI and RPA.
Conversational RPA is making a big splash in numerous industries such as insurance, healthcare, high technology, financial services, and many others. The reasons are easy to understand. The lack of automation for repetitive and mundane tasks coupled with disengaged user experiences delivered by IT Service Desks and Customer Service is hurting enterprises big time.
According to IT journal 2017, an average 31% of employee time is spent on repetitive computer tasks, which means that out of three new hires, two show up at work, while the other is fully occupied with executing repetitive tasks. Considering a 10,000-employee enterprise with an average employee yearly salary of $80,000, this adds up to over 161,000,000 costs that enterprises incur every year due to reduced employee productivity. Conversational AI and Conversational RPA is a key component in avoiding excess costs.
For service agents, the story is no different. Today it is estimated that an average of 45% of their daily tasks are repetitive in nature (and hence good candidates for automation). These tasks keep service agents fully occupied, with an average of 24.2 hours spent responding to first reported incidents. Service agents feel fatigued at being constantly overworked, and frustrated over the repetitive tasks they perform every day, leading to an average 12-month agent turnover and the consequent impact on enterprises and customer experience.
The inefficiency of IT Service Desks and Customer Service snowballs into the customers whose tickets expectations are remarkably missed. Industry statistics point up to 42% of customers expect tickets to be resolved within one hour and in one touch, while today they experience an average of 4.2 days of back-and-forth till ticket closure. This mismatch translates to a potential 67% customer churn rate and precludes enterprises from tapping into an additional 82.3% revenue increase which could be achieved with just a moderate improvement in their customer experience. This is why enterprises need a robust and efficient Conversational RPA solution to drive their results up.
Read this white paper to learn more about Conversational RPA to start saving today!