What’s New in CX Automation? Our HGS Pundit Weighs In

At our August 22 webinar, What’s New in CX Automation?, HGS VP of Solutions and Capabilities, Mandeep Kwatra shared up-to-the-minute automation strategies for saving costs, increasing NPS, creating more conversions, and retaining more customers, all at the same time. With the new, refined industry focus on asynchronous customer experience, Mandeep pushed past the hype to share critical updates on the essentials, including:

  • Using in-app messaging
  • Integrating chat bots and live agents
  • Cognitive RPA
  • Industry use cases for AI and human integration

For our first webinar poll, Mandeep posed this question, “What is your key reason for considering automation?” The majority of our attendees—64%, answered “All of the Above,” to include: Reduce Costs, Improve CX, Reduce Handle Time, and Increase Revenue. There was a second place tie of 18% of attendees aiming to “Reduce Costs” and “Improve CX.”

Per Poll 2, “What is the best way to integrate a bot in your CX environment?” a majority of 63% selected “Start with Repeat Tasks,” with 31% hoping to “Keep it Simple,” and only 6% hoping to “Focus on a Quick Win.”

Finally, that age-old question for Poll 3, “Will bots replace human agents?” is showing more brain-bot minded attendees answering “No” – at 79%, with only 21% of our attendees  considering bots as a replacement for human agents.

Following the webinar, Mandeep answered some pressing attendee questions.

Q1: Can we deploy a bot for Q&A?

Mandeep A: The answer is yes. That is one of the simplest processes to solve for. If you want to do a crawl-, walk-, and run approach and you want to deploy a bot, you can absolutely deploy it for your Q&As to manage your FAQs.

Q2: How do you recommend we get started with automation and impact our cost and revenue? What strategies would you recommend as a quick start with big impact?

Mandeep A: When you are looking at affecting your cost and revenue, there are two basic strategies that come to my mind.  One is “population automation” and the second is creating a user automation environment. And that’s pretty much what RPA is all about. What this means, basically, is that you set up the automation program as a self-service model on desktops, so that people who don’t have a technical background as well can automate the repetitive tasks. Then you actually train them on how to create a simpler workflow just by a drag and drop, and they can actually automate their repetitive tasks.

A lot of organizations have started doing this, with an on-demand automation kind of a model. The ROI has been significant in terms of creating efficiencies and for tasks like creating a productivity tool or automating a productivity tool. It’s as simple as the case of somebody who has Microsoft Excel will have an automation workflow design on their system, as well. You also can digitize journeys, which basically focuses on how to engage the customer. This is more from the revenue perspective, where you are not just talking about improving customer service; you are also talking about selecting and supplying the team with the right automation target and productivity tool. This kind of strategy will deliver optimized ROI.

Please join us for our next webinar at 1 pm ET on October 4: Join the Chat! How Messaging Solutions Are Transforming CX. At this session, attendees will learn more about how to make the most of newer messaging channels, to create a seamless CX that improves CSAT and retention.


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