Contextor’s RPA software suite is accelerating digital transformation by improving customer experience and removing employee’s boring tasks, allowing them to focus on value added actions. Contextor is implemented without any modification of existing applications, allowing an immediate adoption by end users and an easy to measure return on investment.
The stakes were to improve the customer relationship, and amongst other processes, to ensure the good administration of the complaints requests on the invoicing. Nearly 5000 agents receive customers calls, control the data and make the useful decisions to resolve invoicing problems. To do so, they have to manage close to 250 parameters in order to be able to establish a diagnosis and to bring a professional and qualified answer to their customer. The process was particularly long and complex Management thus wished to optimize the account analysis processes, in order to improve the service, and to support the resolution of problems directly in the first call. Contextor experts integrated applications’ assistants in order to automate all the tasks of control and to systematize the invoicing checks. From a simple telephone number, name or address, or a contract number, the wizards collects all the customer data dispersed in many business applications, and displays them in a comprehensive single interface, in order to produce a 360° view of the customer. The wizard then e v a luates all the data taking into consideration their compliance with the pre-established business rules, and emits a situational and contextual assessment. Moreover, it accompanies the agent in his exchange with the customer by proposing the best solution in the event of a difficulty. It supports his action by publishing the relevant elements of dialogue, giving substantial contents to the exchange and supporting the customer personalisation. At the end of the call, and based on the agreement found, a wizard creates, manages and addresses a personalized email which materializes the exchange to the customer. The automation of this function made it possible to liberate an invaluable time of the agents who can now be devoted, with more attention, to the customer relationship.