As the glow of back-office RPA fades, spotlight turns to front-office virtual assistants
Evolution of virtual assistants, driven by robust natural-language processing and ease of use, is allowing businesses to automate customer support and improve employee productivity
How well a company handles business interactions defines its performance. Within most companies, customers and employees wait too long for support, from getting answers to simple questions to executing complex transactions, and support channels provide limited self-service and poor personalisation.
The flood of routine tasks into contact centres drives up operational cost and reduces agent efficiency, and limited IT resources makes it difficult to automate routine interactions internally.
Building chatbots to automate front-office interactions using components from Big Tech players, such as Google, Amazon and Microsoft, requires IT resources, time and big budgets.
All this has driven companies, particularly banks, to explore a new way to automate business interactions.