Hyperautomation of customer communication
Apply automation to increase the quality of customer communication thanks to ROC3 (Robotization of Company-Customer Communication). Reply to messages faster, more efficiently and without errors. Take advantage of artificial intelligence (AI) to achieve business goals more efficiently. Develop your employees’ skills with streamlined processes and reach higher business value.
BENEFITS OF COMMUNICATION HYPERAUTOMATION
What can you gain by automating customer service?
Increased efficiency
Hyperautomation in document processing will allow you to eliminate errors and save up to several hundred hours. As a result, you can allocate your employees’ time and skills to more meaningful tasks.
Customer satisfaction
Clear, well-formulated, and quickly received replies will increase customer satisfaction with the cooperation with your company and higher communication quality.
Employee support
Identifying customers’ intentions will ensure that simple orders are carried out by robots (RPA). Furthermore, it will show employees the emotional level of the message in advance (sentiment analysis).
Better work organization
Robotization of business processes means less manual work. This frees up your employees’ time for tasks that require creativity and decision-making.
SLAs reduced by 50%
Automated analysis and categorization of incoming letters and predefined replies (including non-standard cases) can shorten SLAs by up to 50%.
Ever-growing skills
ROC3 works more efficiently with each new document thanks to machine learning (ML) while employees also have more time to develop their skills.
CUSTOMER SERVICE AUTOMATION
The results reached by ROC3 AI Writing Assistant (AWA)
Take advantage of artificial intelligence support to achieve your business goals more efficiently.
ROC3 – THE BANKING SUPPORT SYSTEM
The BEST IN RPA&AI award
ROC3 won the first prize in the competition for RPA and RPA & AI (Robotic Process Automation and Artificial Intelligence) solution providers, organized by Computerworld as part of the RPA & AI Tech Forum 2023 conference.
The competition jury took the following criteria into account:
– innovation of the solution;
– creating business value;
– availability of directly competitive solutions;
– completed implementations;
– customer recommendations;
– SLA conditions.
AI WRITING ASSISTANT
What can ROC3 do?
Process and validate documents
ROC3 processes the text from documents sent to the organization by customers: via internal customer service portals, e-mails, or traditional mail. The system scans documents, converts them into editable text, organizes them, improves their quality, fills in missing characters, and validates the selected information, e.g., thanks to the connection with the National Court Register’s database.
Detect and analyze information
ROC3 detects and extracts critical information in documents or provided during a phone call, such as personal data, organizations’ contact details, dates, critical numbers, the author’s emotional state and intentions, general sentiment, and product parameters. On this basis, it prepares business summaries while prioritizing and categorizing applications.
Organize and generate communication
ROC3 can receive e-mails from one mailbox and analyze them. Then, it sends the ordered correspondence to the target mailbox. The system generates ready-made replies to messages based on past communication. It also answers questions asked using natural language by drawing data from indicated internal resources, e.g., a knowledge base.
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Process and validate documents
ROC3 processes the text from documents sent to the organization by customers: via internal customer service portals, e-mails, or traditional mail. The system scans documents, converts them into editable text, organizes them, improves their quality, fills in missing characters, and validates the selected information, e.g., thanks to the connection with the National Court Register’s database.
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Detect and analyze information
ROC3 detects and extracts critical information in documents or provided during a phone call, such as personal data, organizations’ contact details, dates, critical numbers, the author’s emotional state and intentions, general sentiment, and product parameters. On this basis, it prepares business summaries while prioritizing and categorizing applications.
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Organize and generate communication
ROC3 can receive e-mails from one mailbox and analyze them. Then, it sends the ordered correspondence to the target mailbox. The system generates ready-made replies to messages based on past communication. It also answers questions asked using natural language by drawing data from indicated internal resources, e.g., a knowledge base.
Case study
Hyperautomation of communication
The reference ROC3 implementation at Credit Agricole Bank Polska S.A. helped automate the entire customer service process and shorten communication times.
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Credit Agricole Bank Polska S.A.
Full support of e-mail communication with clients
ROC3 aids the bank at every stage of processing customer messages. The solution allowed for shortening the SLA execution time by 50% and saving about 756 hours of manual work per month. ROC3 modules enable automatic classification and prioritization of documents. The system helps arrange the content of responses and carries out simple customer requests independently. Thanks to the system’s support, Credit Agricole Bank Polska employees can focus on building customer relationships.
REFERENCES
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Contact our consultant
Agnieszka Bobrowska
Business Development Specialist
Our consultant is available from 9 AM to 5 PM CET from Monday to Friday. We will be happy to answer all your questions!