Success Story

Built an RPA-driven contact center for a Major US Telecom provider

About the Client

A US-based Telecom Major

Challenges

The client was looking for an automated solution that would reduce the dependance on human agents and avoid human error. They were looking for a self-moderated solution that could be scaled to address present and future scenarios.

  • Rising operation costs of contact center
  • High response times lead to dissatisfaction amongst customers
  • Inefficient use of contact center agents’ time engaged in routine manual activities
  • Increase in manual error

Solutions

Innover designed a self-sustaining automated solution powered by Robotic Process Automation to reduce the dependence on human agents. It enabled the client to save on costs and manhours by resolving non-critical challenges through digitally configured bots.

1.Self-help bots enabled users to resolve individual challenges without human assistance

2.Automated workflows that monitor/modify customer data in the front end and back end

3.Utilize data generated for analyzing response and impact

4.Identifying and transferring challenges that cannot be handled by RPA to human agents

Impact Delivered

70%

Reduction in operation cost

99%

of Human errors avoided

Reduction in response time leading
to enhanced customer experience