Call Center_Automation_COVID 19_Hold Order_A2019

How COVID-19 is presenting an opportunity to combat operational challenges in call center by integrating IVR and ACD system that helps to enhance security to access PII data and boost productivity

Comment

Inspiration :

1 To help Society and Business in COVID situation by providing immediate solution that serve business need and so business can serve Customer/society better

2 Real need for Solution to solve Contact Center Customer challenges. Talking to big heads driving BPOs like

3 Accenture, TCS, CST, firmed our idea.

4 Build Production Ready solution that supports

5 Business to continue following the same process from the office laptop/desktop which is now at home.

6 Data Privacy and Security.

7 Keep the Agent productivity & monitoring in tact

8 Automated solution with Cloud Telephony platform integration

What it does :

1 Agent to use Interactive Forms in A2019 and deploy a bot via WLM technology on Remote Runner Machine.

2 The Bots are integrated with the IVR and ACD systems.

3 Telephony and CTI integrations with leading contact center vendors available.

4 Single pane view of all customer data on one screen, using interactive forms.

5 Agent triggers bot to provide more information, or update fields across multiple applications

6 Next-step-guidance is presented to the agent, to eliminate errors and fraud, and improve upon training.

7 The bot auto completes the after-call work by setting reminders SMS, sending emails, and updating multiple systems.

8 Enforce data privacy and Standard Operating procedures (SOP) i.e. Agent will receive only Non-PII data from Bot for Validation and further usage.

9 Provides Real time analysis of transactions/tickets processed by Agent in one single Dashboard – using Bot Insight

How I built it:

1 We used latest web based AA platform A2019.

2 Integrated with Cloud Telephony platform Exotel (trial version) with A2019 – using Google Suite Script and AA APIs

3 Covered end to end flow , like Self Service Module, In Call Guidance, Post Call Automation and Performance and QC dashboard using Bot Insight

4 We used Interactive Form feature to gives single pane view for Agent.

5 We built a Custom Command pkg for WLM Work item creation.

6 We used few APIs to automate Work Queue creations & device association as soon as Agent executes the bot.

7 Solution helps executing bot on remote runner machine and provide interaction between bot & human to support any process need Human-bot collaboration.

Challenges I ran into :

1 Choosing right Cloud Telephony platform that allows to automate end to end flow. (we used trial of Exotel)

2 Design integration of Exotel with A2019.

3 Aspects to be covered to serve Pre Call Transfer, Post Call transfer and Post call Completion activities.

4 No inbuilt mechanism to execute a bot on Remote machine. (we achieved using WLM technology).

5 No default capability to let Human and Remote bot collaborate (exchanging information) with each other. (we used Interactive Form and WLM)

6 No inherent ability to automate WLM, so to reduce Operation Overhead creating WLM queues/workitems for thousands of Agents. (we automated it 92% to 95%, remaining 5% to 8% is one time Job)

Accomplishments that I'm proud of :

We could build Solution that is: 1 Most suitable for Contact Centers need and support business Continuity.

2 Helps companies supporting/helping their Customers & society, in adverse time like COVID - 19.

3 Industry/domain agnostic. Be it Healthcare, Finance, Banking, Logistic, Supply chain etc, it works.

4 Salable & scalable and support all aspects e.g. Security/Scalability/Performance/HA-DR etc

5 Fully Automated, reduce Manual/operation overhead.

6 Production Ready.

What I learned:

Business:
1 Support Business Continuity is the most important factor even in COVID like situation.

2 Forecasting problems and start building solutions to support business and the whole society.

3 Pick a right problem as there is always a way to solve the problems. Technical: 1 IVR and ACD systems.

2 Better way of utilizing powerful web based Automation Anywhere platform A2019.

3 How helpful Custom Command Package & AI Senses features have been.

4 How individual component can be integrated to derive a solution to support Business Continuity.

What's next for Call Center Solution -

1 We would like to try fit in the solution for other Call Center use cases

2 Try to integrate with few more IVR platforms.

3 Try Outbound Call type use case.

Built With

  • a2019
  • acd
  • aht
  • attended
  • interactiveform
  • ivr
  • sap
  • sfdc
  • telephony
  • unattended
Share this project:

Updates