Hyper-automation is the natural next step in the evolution of business automation. For companies, particularly cloud-based contact centers with self-service channels, being able to manage large volumes of interactions and queries while providing quick solutions has become their biggest challenge. The reality is that data is still disconnected and siloed, operating with separate technologies. However, automation has opened the door to solving these issues.
What exactly is hyper-automation, and how can you apply it in a Contact Center? In this blog, we will explore these concepts and their impact on improving the customer experience.
What is hyper-automation?
It is the combination of various technologies, such as Artificial Intelligence (AI), Machine Learning (ML), and Robotic Process Automation (RPA), to create highly efficient and autonomous systems. Its goal is to fully automate repetitive tasks or “augment” and enhance employee performance by executing their tasks.
The automation of these processes enables faster and error-free task execution, leading to increased operational efficiency. Additionally, it can provide quick and accurate responses to customer inquiries, resulting in a more satisfying customer experience. The reduction of human intervention can lead to significant long-term cost savings.
For Gartner, there are seven key components and principles for hyper-automation to exist:
Various tasks automation. Its main goal is to automate a wide range of tasks and processes within an organization. This goes beyond rule-based tasks and encompasses complex, cognitive, and dynamic processes, adding a level of sophistication and efficiency.
A mix of different technologies.Hyperautomation involves the use of a combination of technologies, including artificial intelligence (AI), machine learning (ML), robotic process automation (RPA), and other automation tools, to achieve large-scale automation.
Quick identification. It is suggested that organizations swiftly identify and evaluate processes that can benefit from automation. This often involves using process discovery tools to find automation opportunities.
Continuous improvement.Achieving hyper-automation is an ongoing effort that requires constant monitoring and refining of automated processes. This ensures maximum efficiency, accuracy, and effectiveness for organizations.
Improved decision-making. Hyperautomation enables and empowers decision-making by providing data-driven insights and automating routine or repetitive decisions. This allows individuals to focus on strategic and complex tasks, thus enhancing effectiveness and efficiency.
Human-Automation collaboration. Recognizing the crucial role of collaboration between humans and automation helps us appreciate their distinct strengths. Automation can adeptly manage repetitive and routine tasks, while humans excel in decision-making, unleashing creativity, and detecting rule exceptions.
Automation scaling. The goal is to expand automation initiatives throughout the organization, encompassing various functions and areas of business such as finance, human resources, customer service, and technology. This comprehensive approach ensures efficiency, optimizes operations and fosters seamless collaboration among teams.
Application of hyper-automation in the Contact Center
Now that we understand what hyper-automation is, let us see how it specifically applies in a Contact Center:
Generative AI-powered chatbots are a fundamental tool in the hyper-automation of contact centers. These chatbots can engage in natural conversations with customers, answer frequently asked questions, and sometimes, solve more complex issues. This frees up human agents to address inquiries that require an individualized touch.
Internal processes automation
It is not just about interacting with customers, but also optimizing internal processes. In a contact center, this can include automating call routing tasks, agent assignment, and tracking key metrics.
AI can analyze copious amounts of data to predict customer trends and behaviors. This enables contact centers to anticipate customer needs and deliver a more personalized service, enhancing their brand experience.
Hyperautomation enables the integration of multiple communication channels, such as calls, emails, live chat, and social media. This ensures an omnichannel and consistent customer experience, regardless of the channel they choose to use.
Without question, this is a technological trend that is transforming the way contact centers operate and how they interact with customers. Companies that adopt various forms of AI and prioritize intelligent contact centers will be more prepared to meet the growing demand for hyper-automation, efficiently impacting their operations with a consistent and organized strategy.
At inConcert, we understand the importance of staying up to date with the latest technological trends to drive your business forward. If you want to learn more about how hyper-automation can benefit your contact center or any other topic related to our All-in-One technology, feel free to reach out. We are here to help you achieve exceptional and efficient customer service.