Intelligent automation (IA) benefits, components, and examples
Olivia is a customer service agent at a bustling, understaffed customer service department. She primarily responds to written support requests, like emails and chats, and can handle 30 to 50 messages per shift. However, her capacity often fluctuates based on the complexity of the tasks.
To free up her time, bots quickly answer customer questions or acknowledge receipt of the query and when customers can expect a reply. This keeps her workload manageable, stress levels low, improves the customer experience, and helps her stick to her schedule.
That’s the power of intelligent automation.
In this article, we will discuss the definition of intelligent automation, key components, and details about how you can leverage IA for customer service within your organization.