Robotic Process Automation (RPA) and Enhanced Customer Experience
In my last blog I talked about how, Robotic Process Automation leads to changing job roles and it’s effect on employees and employers. I take the opportunity to highlight the great multiplier effect a successful effect RPA implementation has on customer experience. A customer journey can be simple set of tasks or a complex journey. It could involve looking up information, filling information, time taken for processing forms or those long holds on telephone. Whatever be the forms of these journeys, we had some such poor experiences. This is where a successfully implemented RPA and related investments can enhance customer experience and eliminate customer pain points. How RPA transforms Customer Experience? As an example let us consider the customer journey for Loan or mortgage origination and processing. Traditionally it will require the customer to fill up many forms and information and submit required sets of documents. These would then be sent for processing. Someone ...