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Robotic Process Automation in customer
support
Alexander Gesell, RPA Expert, Kofax
Today’s Enterprise: Many Systems and Data Sources
Portal
LOB
Intranet
Online
Services
Government
Social
Media
Customers
Partners
Banks
Legacy
Your Company
Database
Competitors
INTERNAL DATA EXTERNAL DATA
2
Cloud
Apps
Cloud
Apps
Challenges Customer Service and Support
Key information is scattered
across departments &
numerous applications,
services, databases
Managing business rules is
complex
Incomplete data and repetitive
tasks lead to poor quality
service and missed SLAs
3
Global call center and support centers face information silos,
manual activities
Essential Solution to Better Customer Engagement
4
Kofax Kapow Automates Any Business Activity
Involving Users and Data
API-rich functionality to applications without
the complexity
Replicate actions of a user
Transform and normalize data
Create a single view of multiple data
sources
Handle exceptions
Scalable and Reliable
Define database structure
open "www.amazon.de"
Log-in with user-credential
s & password
Navigate the UI to "Meine
Bestellungen"
Loop over all P.O. items
Extract P.O.
number, date,
price & PDF into
the database structure
Store it into a
relational database
& as REST-service
Test the robot & upload it
to the managem
ent console
Call the REST-
service to integrate with the
ERP.
Process: Extracting P.O. information from a portal (Amazon) into a system format
that can be digested by your companies ERP-system (REST-service).
Understanding RPA
6
Demo video
Business Drivers
Manual repetitive tasks that weren't explicitly technical
support in nature, resulted in not making the best use of the
resources
Pilot process: First Response Case Preparation
Solution & Results
Quick design of Kapow robots that pulled information from
different sources
By automating 1 processes, time saving equivalent 6 FTEs
Improved employee satisfaction & customer service
Standardization of a global process
More than 30 different robots in support nowadays
7
Kofax customer
support
Automating Kofax customer support processes with RPA
Use Case – First Response Case Preparation
1. Extracts list of new cases from CRM
2. Calculate the Time to Respond
priority / contract / location / working hours
3. Lookup information related to the case
Linked sales opportunities for this account from AX
Validate entitlement
Verify certification, supported product, exception list in
Kicks off contract validation robot
4. Displays cases order by Time to Respond on a large screen
8
Use Case – First Response Case Preparation
9
Use Case – First Response Case Preparation (continued)
5. Add a case comment with all entitlement information
6. Send SLA email alerts to the appropriate group
Evolutions:
Suggestion of KB article based on keyword
List of 3 last cases opened for the system
List of current opened cases for this account
10
Entitlement validation process map
11
https://prezi.com/sgg-cknpicnn/smart-maintenance-entitlement-process/?utm_campaign=share&utm_medium=copy
12
Entitlement validation RPA process part 1
13
Entitlement validation RPA process part 2
14
Interaction with a database (SQL statement)
15
Interaction with a sharepoint
16
Filling the variables to further work with the data
Use Case – First Response Case Preparation
17
18
Nowadays more than 30 different robots in support alone
Category Service
Capacity Management Workload Balance
Absence Planner
Backlog Analysis
Service Level Management First Response Monitor
Tardy Case Management
Service Level Alerts
Advanced Reporting CRM Scheduled Reports
24x7 Payment Reports
Contract Breakdown
New Account Alert
Case Automation Case Preparation
Entitlement Verifications Maintenance Validation
R&D Hotfix Process R&D Portal to CRM Sync
Business Drivers
Manual repetitive tasks that weren't explicitly technical
support in nature, resulted in not making the best use of the
resources
Pilot process: First Response Case Preparation
Solution & Results
Quick design of Kapow robots that pulled information from
different sources
By automating 1 processes, time saving equivalent 6 FTEs
Improved employee satisfaction & customer service
Standardization of a global process
More than 30 different robots in support nowadays
19
Kofax customer
support
Automating Kofax customer support processes with RPA
Leading Telecommunications Company
20
““ With Kapow we build innovative, user-centric business solutions in a
fraction of the time that traditional integration solutions require. With one of
our Kapow-driven applications the response time on technical support to
high profile business customers was cut down from a maximum of 90
minutes to approximately 4 minutes.”
Ruediger Adam, VP M2M Competence Center
Key benefits of Robotic Process Automation
Benefits of
Robotic
Process
Automation
Cost Reduction
Scalability
Capacity can be increased
- without long build-up phase
Valuable Work
Employees do not waste any
capacity for routine tasks 24/7 Operations
Non-stop performance - no
queues at peak
Speed Increase
Turn-around-time decrease
(up to 80%) Quality
Increase quality by
avoiding human errors
Cost reduction net 30% - 60%
per automated process
Knowledge Transfer
Work shadowing by
implementation of SSC
is partly obsolete
Internal Control
Avoiding human
fraud, easily
performed Control &
Compliance checks
Enjoy ROIs of on average 300%+ within less than 3 month
Question & Answer
22
Thank you
