contact center

NICE has released Enlighten AI for Complaint Management, which automatically identifies and categorises consumer complaints as well as automates the remediation process to drive regulatory compliance and improve customer satisfaction, reducing churn.

Without a doubt, RPA (Robotic Process Automation) was already on the radar of many UK businesses at the start of last year. Simon Perks, Head of Robotics and AI at a UK digital transformation consultancy called Agilisys, for example, claims to have been working pre-pandemic with a client that’s used the approach to cut the time needed to assess a claim from 15 days to just 24 hours–which means that whereas a person would previously need 12 minutes to process a form, their new virtual worker assistant is able to do it in three.

This week the webinar “Transform your contact center operations” took place, organized by the Customer Contact Management Association (CCMA) and UiPath. Sandra van Maarseveen, Manager Customer Care & Operations at Eneco spoke openly during this digital meeting about the use of robots and the associated challenges at utility companies.