Call Center_OutBoundCalls_Automation_PlanChange_A2019

Inspiration

1. To help Society and Business in COVID situation by providing an immediate solution that serves a 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 Accenture, TCS, CST, firmed our idea.
3. Build Production Ready solution that supports
4. Business to continue following the same process from the office laptop/desktop which is now at home.
5. Data Privacy and Security.
6. Keep the Agent productivity & monitoring intact
7. 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.

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 built a Custom Command pkg for WLM Work item creation.
5. We used few APIs to automate Work Queue creations & device association as soon as Agent executes the bot.
6. 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
7. Choosing right Cloud Telephony platform that allows to automate end to end flow. (we used trial of Exotel)
8. Design integration of Exotel with A2019.
9. Aspects to be covered to serve Pre Call Transfer, Post Call transfer and Post call Completion activities.
10. No inbuilt mechanism to execute a bot on Remote machine. (we achieved using WLM technology).
11. 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. Saleable & 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:
4. IVR and ACD systems.
5. Better way of utilizing powerful web based Automation Anywhere platform A2019.
6. How helpful Custom Command Package & AI Senses features have been.
7. How individual components 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.

Built With

• a2019
• exotelapi
• googleappscript