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总部位于美国纽约的某IT服务商，客户遍布全球45个国家，主要业务包括应用程序开发、技术基础架构、渠道支持、系统集成、业务流程外包（BPO）、托管服务等。 随着数字时代的来临，公司希望借助数字技术，实现业务流程自动化，提高工作效率。 经过研究，公司决定将RPA作为公司数字化转型的关键工具，并建立起RPA卓越中心。在POC阶段，公司只用了短短一周就完成了所有流程测试。而后，公司在最大的业务部门（拥有数千名技术服务人员）中部署了RPA。  应用业务 呼叫中心业务 实施RPA前 1．一名客服解答一个问题大概需要10-30分钟。 2．客服需要手动查询客户资料、历史记录等，并记录下用户信息，工作繁琐、效率低。 3．业务繁忙时，客服无法及时回应客户，客户满意度低。 实施RPA后 1．在接通来电时，RPA将自动查询数据，显示客户资料和历史记录。 2．客户与客服沟通技术问题时，RPA可通过NLP(自然语言处理)将对话内容记录下来，便于日后查看。 3．RPA通过收集一段时间的解答记录，自动生成数据报表，统计提问数最多的问题。 实施效果 通过部署RPA，呼叫中心业务效率提升了30%以上，与客户的沟通时间缩短了50%，大大改善了客户体验。 此外，公司还将RPA部署在那些容易产生人为失误的业务流程中，以降低出错风险，避免因人为失误造成的返工，实现ROI最大化。 今后，公司还计划将RPA与更多人工智能技术相结合，以处理更加复杂、繁琐的业务流程，并打算把RPA推广到更多部门，帮更多员工提高工作效率，缩短工作时间。  Sharing of an RPA case from IT service provider in the United States An IT service provider located in New York, has customers across the 45 countries around the world, main businesses including application development, technology infrastructure, channel support, system integration, business process outsourcing (BPO), hosting services, etc. With the development of the digital business industry, the company hopes to achieve business process automation and improve work efficiency with the help of digital technology. After the marketing research, the company decided to use RPA as a key tool for the company's digital transformation and set up an RPA center. In POC stage, the company completed all process tests in just one week. The company then deployed RPAS in its largest business unit, which has thousands of technical service personnel. Application business Call center service Before implement RPA 1. It takes about 10-30 minutes for answering per customer calling. 2. Manually check customer information, historical records, and record customers information, which is cumbersome and inefficient. 3. Once the business is getting busy, the customer service cannot make sure the respond to the customer in time, and which leads customer satisfaction is low. After implement RPA 1. When the call is connected, RPA will automatically query the data and display the customer information and history. 2. RPA can record the conversation content through NLP (natural language processing) when customers communicate technical problems with customer service, so as to facilitate future viewing. 3. RPA can automatically generate data report and count the most questions by collecting answer records for a period of time. Implementation effect By deploying RPA, the service efficiency of call center has been improved by more than 30%, the communication time with customers has been shortened by 50%, and the customer experience has been greatly improved. In addition, the company will also deploy RPA in business processes that are prone to human errors to reduce the risk of errors, avoid rework caused by human errors, and maximize ROI. In the future, the company also plans to combine RPA with more artificial intelligence technologies to deal with more complex and cumbersome business processes, and plans to extend RPA to more departments to help more employees improve work efficiency and save working hours. |
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