Commercial Customer Service
Due to high volumes and limited resources, the SLAs are suffering. In an effort to keep up with the volume, agents have been working overtime on Saturdays. Of the 20 minutes taken to address a query, 10-15 minutes are spent collating data. Due to the nature of the applications they require a considerable amount of data input to reach the screen containing the required information. RPA has been deemed an appropriate solution due to the processes large volumes, highly manual nature and its repetitiveness.