If you’re a telecoms operator providing services into consumer and business markets, you will know how important customer experience is to your business. Whether you’re providing connectivity (fixed, mobile, converged), unified communications and IT services into Enterprises, or quad-play offerings to consumers, you will know the importance of an increasingly digital experience and efficient and effective processes.
It is often the case though, that the experience for the customer when trying to work with you is less than they have become accustomed to with organisations who have been born in the digital era. These companies have changed the paradigm for customer experience and set a new bar height to which organisations now aspire. But these organisations do not have to carry the weight of process complexity, and challenges that the myriad of systems within a multi-decade year old IT estate create.
So against this backdrop, how do you make the complex simple? How do you take what your customer expects to be easy and make it so? How do you achieve significant operational cost savings, especially in back-office functions, whilst the work of your customers continues to exist? Moreover, how do you deliver all this, stay true to a digital strategy that makes you fit for the future, AND improve today’s customer experience in the process?
Turning to process automation
Can you afford the cost? In today’s increasingly commoditised telecoms industry, where every opportunity to reduce operating costs is being pursued, it’s no wonder that telcos have been investing in process automation for some time now. For heavily process-driven businesses, process automation brings significant benefits, from improved efficiency and heightened productivity levels, to reduced operational costs and assurance of compliance – not forgetting greater customer satisfaction.
Now this automation is becoming smarter, more intelligent. Self-learning, self-healing, intelligent process automation that leaves only genuine business reasons for exceptions to require expert human intervention. It has the potential to deliver significant savings and productivity increases. To quantify this, let’s say that you took 80% of your standard customer transactions and fully automated them, using Robotic Process Automation. But with Intelligent Automation, your ‘robotic process engine’ uses Artificial Intelligence in order to analyse data and apply continuous learning to optimise processes. So, in other words, it becomes increasingly smarter.
Adding up the gains
What you’re left with is the 20% of more complex customer requirements better handled by human agents, with these ‘exceptions’ reducing as the intelligent automation is applied. This not only cuts costs through enabling significant people savings in back-office functions (you get the work done, but with a fraction of the resources), but it also has a positive impact on customer experience. How? Expert human decisions remain integral to the end-to-end process for personal contact where required, but customers can quickly and easily carry-out those standard transactions in a digital and frictionless way. With the option of presenting the customer choices of interface, including voice integration into the same intelligent automation engine, your customer experience is improved, whilst your operational processing costs are reduced.
Using intelligent automation to reduce manual processing also increases accuracy levels by removing errors and issues with data quality. The less human interference, the less human error. Customers are now achieving more than 5 x processing speed benefits with 99.5% accuracy from customer service processes using intelligent automation. All this with the ability for the robotic engine to be accessible 24 x 7 within vastly reduced operating costs.
The other benefit is that of systems integration. The intelligent automation platform becomes the means by which different systems are accessed and data transferred between them in real-time, and with quality assurance occurring on the fly.
A platform for rapid adoption
At Sopra Steria, our Intelligent Automation Platform (IAP) offers a way for clients to fast-track their adoption of intelligent automation. IAP learns ‘on the job’, fine-tuning people-less processes to continuously improve the level of straight-through processing available, and reducing the requirement for human intervention. For organisations with global entities, such as telcos, it is fully scalable and geographically independent. This means businesses can link up processes from previously disparate parts of their organisation.
Intelligent automation really is a game changer. It enables automated and intelligent decision making, using real-time business insight. Whether the process is to on-board new customers or suppliers, transact for services or enable change management, or deal with in-life operational support, the ability for intelligent automation to underpin a digital customer experience and transform front and back-office processes is incredible. It may seem like the stuff of science fiction, but organisations, especially those heavily dependent on systems and processes such as telcos, will be increasingly looking at intelligent automation as part of their digital strategy.
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Authored by Jason Butcher