Automation Anywhere offers robust contact center solution

Automation Anywhere, a global provider of intelligent automation, is offering Automation Anywhere for Contact Centers, a cloud-native, AI-driven automation solution that empowers enterprises to deliver better customer service.

Automation Anywhere for Contact Centers enables agents to become more efficient in finding, retrieving, and updating information, as well as executing client transactions quickly and accurately to speed delivery of services while reducing hold times.

The solution is built on top of Automation 360, the world’s leading cloud-native RPA platform, and includes AARI, a smart, no-code, easy-to-use interface that allows business users to automate tasks and interactions across multiple systems.

“The last thing today’s leading brands want to do is ask a customer to ‘hold please,’ while service teams scramble to find account details, order history, or other information they need to quickly solve a customer problem,” said Mike Micucci, chief operating officer, Automation Anywhere. “Our cloud-native automation platform works with all contact center platforms to connect data and automate manual processes, empowering agents to solve problems, faster.”

With AARI, a personal robotic assistant offering a single pane of glass for all automations, the solution can scale to support thousands of live or virtual agents and offers additional features, that:

• Simplify live agent experiences: Automation 360 automates connections across multiple systems of record, including CRM, customer interactions, payment history, and authentications to provide the agent with a complete view of the customer. AARI enables backend automation to speed workflows, update records, and escalations.
• Speed response time of virtual agents with complete data: Intelligent automation collects data from modern and legacy systems to speed virtual agent response time to customer questions, addresses more complex inquiries accurately, and provides AI-recommended next-best actions. Virtual agents can go beyond simply answering questions to resolving end-to-end customer cases without human agent intervention.
• Connect and scale across existing systems: Automation 360 connects and supports integrations for Google Cloud Contact Center AI (CCAI), and Genesys Cloud CX offering an increasing degree of flexibility to connect the dots for agents hamstrung by complexity.

For more information about this solution, visit www.automationanywhere.com.