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Automation is reshaping the future of corporate support functions. Chatbots, voice services, and Robot Process Automation are the drivers of change. How do the biggest telco’s in the world use robotics?
The customer is always right
Customer service is a massive expense for big telecom companies. No surprise that chatbots and voice services are one of the most common AI applications: AI-based chatbots are already used frequently to improve customer service efficiency. The huge amount of customer support requests provide plenty of opportunities to train chatbots and speech recognition systems.
In fact, chatbots are just the beginning. Recently, Comcast took customer service to the next level for a special group. Their Talking Guide enables disabled customers, especially the visually impaired, to navigate television. A purpose built voice-activated AI tool reads out loud show titles, network names, and time slots out loud. A more common solution is the voice remote released by Comcast, which, allows interaction with the Comcast system using natural speech.
In addition to customer service, HR services provides a big opportunity for efficiency gains by robotics. Chatbots and cognitive agents are increasingly being used to manage inquiries previously handled by HR service centers. Benefits administration and record-keeping activities are included in these actions. With these ‘new colleagues’, 24/7 coverage is provided which operates alongside, and enhances, the human workforce.
Rise of the robots
Robotic process automation (RPA) suits the telecom industry well. There are numerous repetitive organizational tasks in telecom companies. Software robots can distribute emails, monitor networks and digitize bills to avoid fees. Every step of these repetitive tasks provides an opportunity for human error. Using robots will, therefore, not only increase efficiency, but will also increase accuracy.
According to Boston Consultancy Group, a telco started using RPA to automate what’s called “revolving-chair processes,” activities that required humans to move back and forth between legacy back-office systems. These bots helped to verify contract terms and to manage service staff in the field. RPA paid for itself by a factor of two in the first year and by a factor of three or four in the following years.
Chatbots and RPA most definitely boost your employees’ productivity. However, it is extremely ill-advised to automate just for the sake of automation. Interested in how your organization can increase its productivity? Atos offers a complete guide to automation and robotics, and is here to help build strategic focus on these topics.