RPA (Robotic Process Automation)
RPA in Customer Service
Key Takeaways
- RPA cuts aftercall work and routine tasks, reducing AHT and customer wait times.
- Automated data entry and reconciliation eliminate transcription errors and improve accuracy.
- RPA enables automatic calllog entry, CTIdriven popups, and automated address/transaction updates.
- Nocode RK Series lets supervisors automate without system changes, speeding deployment and ROI.
As the face of the company, the Customer Service department directly influences customer satisfaction and brand reputation. However, agents are often bogged down with after-call work, such as entering information and searching across multiple systems while interacting with customers. This leads to longer wait times and prevents agents from fully focusing on the customer's needs.
"RPA (Robotic Process Automation)" is a powerful tool that automates these routine administrative tasks, reducing the burden on agents and enabling them to provide more attentive service to each customer.
This article outlines the challenges faced by customer service departments, explains the benefits of RPA adoption, and presents concrete use cases. Discover how KEYENCE's RPA, the "RK Series," can help you achieve both higher service quality and greater productivity.
Challenges in Customer Service Departments
While improving customer satisfaction is the top priority, the front lines face many challenges.
Long After-Call Work (ACW) Times
After a call ends, agents spend significant time entering inquiry details and interaction history into a CRM or other logging system, increasing the idle time before they can take the next call.
Information Scattered Across Multiple Systems
To check customer information, agents must open and search multiple applications—such as a CRM, a core business system, and a FAQ system—which disrupts the flow of the conversation.
Burden of Routine Procedural Tasks
Agents manually handle standard procedures like address changes, document requests, and ID/password resets, which takes time away from their primary role of resolving customer inquiries.
High Training Costs for New Agents
New agents must learn to operate many different systems, which extends the training period and contributes to high turnover rates.
Benefits of RPA Implementation
RPA creates an environment where agents can focus on the work that only humans can do.
- Reduced Average Handle Time (AHT): By automating after-call work and routine procedures, RPA shortens the time each agent spends per interaction. This improves the overall productivity of the center and reduces customer wait times.
- Improved Service Quality and Customer Satisfaction: Freed from administrative tasks, agents can listen more attentively to customers and focus on problem-solving. This enhances the quality of service and, in turn, boosts customer satisfaction.
- Improved Data Entry Accuracy: Automated data entry by RPA eliminates transcription errors and omissions. The accumulation of accurate data can then be leveraged for future analysis and marketing activities.
- Increased Agent Retention and Reduced Training Costs: Reducing tedious administrative work alleviates agent stress and increases job satisfaction. Furthermore, with fewer system operations to learn, the training period for new hires is shortened, helping to prevent early turnover.
RPA Use Cases in Customer Service
RPA can streamline various tasks in call centers and contact centers.
| Task | Automation with RPA |
|---|---|
| Automated Call Log Entry | After an agent jots down key points of a conversation in a simple text editor, RPA reads the notes and automatically transfers and registers the content into the appropriate fields in the CRM system. |
| Automatic Customer Information Pop-up | Integrated with CTI (Computer Telephony Integration), RPA uses the incoming phone number to search for customer information. It automatically displays the customer's contract details and past interaction history on the agent's screen. |
| Automated Processing of Standard Requests | RPA handles customer requests for address changes or document delivery by automatically updating the core system and sending a request email to the shipping department in the background. |
| Automated VOC (Voice of the Customer) Reporting | RPA automatically extracts feedback containing keywords like "improvement" or "request" from the text data in the call log system, then aggregates and categorizes it into an Excel report. |
| Integration with Chatbots | For standard inquiries received via a website chatbot (e.g., business hours), RPA retrieves the correct information from an internal system and provides an automated response through the chatbot. |
Why Choose KEYENCE's RK Series RPA?
For customer service departments that want to see rapid results without overhauling their existing systems, the "RK Series" is the perfect solution.
1. Implement Without Any Changes to Existing Systems
There is no need to modify your current environment, including CTI, CRM, or custom-built core systems. RPA operates the screen just like a human, allowing for implementation without the cost or time of system development.
2. Empowers Supervisors to Drive Improvements
No programming knowledge is required. Team leaders and supervisors on the floor can immediately automate tasks to solve problems they identify in daily operations, enabling a rapid improvement cycle.
3. Partnership Support to Boost Center-Wide Productivity
A KEYENCE specialist will work alongside your team to drive the project forward—from visualizing workflows and selecting automation targets to calculating ROI and assisting with scenario creation.
For detailed materials or a consultation on improving service quality, please feel free to contact us.
