How to Realize Value From Contact Center Automation

By Harry Chang
November 2, 2022

Contact center automation is not a one-size-fits-all solution. Unlike traditional IVRs or simple chatbots, Replicant’s Thinking Machine™️ brings reliability where CX leaders need it most—like security, natural language understanding, and real-time analytics—while offering flexibility in areas such as conversation design, integrations, and delivering personalized, branded experiences. As technology and customer expectations evolve, businesses can find value in contact center automation in diverse ways, tailored to their unique needs.

While the ways to realize value from automation are numerous, several key areas are currently top of mind for most CX leaders and are expected to remain so for the foreseeable future:

Workforce Management

How do you optimize your agents, staff, and supervisors in an increasingly complex and unpredictable environment? Contact center automation offers a more streamlined approach:

Managing Seasonality and Spikes: Planned and unplanned spikes in customer demand can occur over days, weeks, or even months. With contact center automation, businesses can remain agile, ensuring they never miss orders, lose revenue, or become overwhelmed by demand.
Dynamic Headcount Planning: Automation doesn’t mean replacing agents; it means strategically deploying a mix of in-house, outsourced, and automated resources to reduce risk and increase service speed. Real-time analytics provide managers with insights to optimize their workforce planning, ensuring the right balance and utilization of human and automated agents.
Optimizing Talent Management: Automation frees your best agents to handle the most critical customer interactions. As Mike Bowman, Senior Director of Operations at ECSI, notes, “We’re now open 24/7, which has flattened the volume curve and allowed our agents to focus on relationship-building.”

Customer Experience

Immediate and Consistent Service: Today’s customers demand fast, reliable service. Automation can reduce wait times and provide consistent service quality, leading to increased customer satisfaction (CSAT). Customers are more likely to be satisfied when their needs are met quickly and efficiently, whether they are calling a hotline or engaging through chat.
End-to-End Resolution with Self-Service: Automated solutions can handle simple customer interactions from start to finish, such as providing delivery updates or confirming appointments. The Thinking Machine™️ achieves a 90% resolution rate without escalations, building trust and satisfaction from the outset.
Fast and Natural Experiences: Customers expect seamless, frictionless interactions tailored to their preferences. Automation meets customers where they are—whether on the phone, in an app, or through messaging—ensuring that their experience is smooth and effortless. As Mike Bowman reflects, “Self-service and automation are a good choice, especially for younger demographics who prefer not to talk.”

Business Process Improvement

Eliminating Repetitive Tasks: Automation is ideal for handling repetitive tasks, freeing human agents to focus on more complex and valuable interactions. For example, ADP automated repetitive customer communications, reducing manual workload by 90% and allowing human resources to be redirected to higher-value activities.
Boosting Agent Productivity: Automation helps maintain a manageable workload for agents, allowing them time to breathe between calls and preventing burnout. This leads to more positive interactions and an overall better customer experience.

Experience the Future of Customer Service Today

Ready to see how automation can transform your contact center operations? Request a demo with Replicant today and discover the unique ways our Thinking Machine™️ can create value for your business. Our experts will show you how to optimize customer experience, enhance workforce management, and drive business process improvements—all while delivering superior service.