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Market Insight : Impact of Attended Automation on Agents and Customer Experiences

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Quadrant Knowledge Solutions Market Insights research provides detailed insights to users about the understanding and impact of attended automation on agents and customer experiences.

Attended automation holds together different automation technologies including cognitive automation and robotic process automation, and as such, the three together constitute the core of digital transformation technologies. Attended automation provides context-specific and real-time assistance to individual employees throughout their operational processes thus functioning as their personal assistant, helping them to cut down on the time required for adapting to newer technologies and product info, especially during an organisational transition phase. Essentially, attended automation is made up of cognitive intelligence-enabled software robots which are present on every individual employee’s desktop. These bots provide real-time guidance to employees as and when required, by communicating through an interactive and intelligent screen which could be fully customisable to suit the individual roles and responsibilities of the employees, assisting them to meet their specific targets and KPIs.

Attended automation also ensures high business value generation by providing on-the-job training via real-time process guidance, thus reducing the separate need for training activities. Human employees can therefore focus on more interaction driven and consultative roles within their profiles, as the attended automation takes on the mantle of the repetitive tasks. Implementation of updated business policies and operational processes is akin to just implementing a new solution file on the system, such that the attended automation client guides the employee in real-time in regard to the changes in real-time, ensuring greater business process agility. Thus, robust attended automation capabilities ensures highly customisable and intelligent frameworks for aligning the relevant technology with the human workforce.

According to Apoorva Dawalbhakta, Associate Research Director at Quadrant Knowledge Solutions, “Attended automation is made up of cognitive intelligence-enabled software robots present on individual agent’s desktop, which provide real-time guidance by communicating through an interactive, intelligent and customizable screen. Essentially, attended automation robots summarize relevant issues to the agents by integrating with various enterprise applications, communicating the relevant actions to the customers and uploading the details on CRM platform – thus ensuring end-to-end compliance and transparency.” Apoorva further adds, “By making use of advanced AI & ML models, and powered by attended automation, organisations can provide impactful business outcomes, promoting enhanced customer experience and agent performance.”

Table of Contents

Creation of the Digital Workforce by combining leading Cognitive Technologies and the Power of RPA

Key Aspects and Benefits of Attended Automation

Key Features and Capabilities of Attended Automation benefitting Agents and Customers

Crucial Steps for Automation Journey Success

Key Areas of Attended Automation driving Customer Experience and Agent Performance

Real-World Use-Cases for Attended Automation

Final Word

This Market Insight is a part of Quadrant’s BPM & Process Automation, Communication & Collaboration, and Data Science, Analytics and AI practice.

 

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