What is Automation?

Automation is the process of using technology that performs tasks previously performed manually by humans. Automation typically increases efficiency, reduces costs, improves accuracy, and offloads mundane, repetitive tasks from employees, thereby changing the nature of their jobs.

There are many potential uses for automation in contact centers. They are increasingly using automation not only as a tool to improve efficiency, but also to improve the customer experience. For example, a chatbot can be used to interact with a customer using chat and offer assistance with common questions. Another example is automatic speech recognition (ASR) transforming the way customers interact with interactive voice response (IVR) systems, allowing them more opportunities to self-serve. Artificial intelligence (AI) technology assists agents with suggested solutions and recommended responses as they are interacting customers via the phone or chat.

These few examples reveal the potential of new automation methods to address consumer demand for choices regarding how they interact with businesses, and how such touchpoints can result in competently resolved issues. Forward-thinking contact centers are figuring out how these new automation techniques fit into their own service models.