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Improving Customer Experience with Robotic Process Automation (RPA)

Omnichannel call center support is a type of support that delivers consistent customer service across all channels and customer touchpoints with the goal of delivering personalized, seamless and more importantly, an augmented customer experience.

According to Customer Think, 95% of customers get data from 3 or more channels for a single transaction, and inconsistency across these channels is the leading cause of poor customer experience.

Kearney, a global management consulting firm, found that artificial intelligence (AI) and robotic process automation (RPA) solutions can reduce the amount of time customer service agents spend on typical processes by up to 25 percent by 2022 and by up to 40 percent by 2027.

Robotic Process Automation is an intelligent software technology that executes and automates business processes and tasks that capture and interpret, mimic and integrate the actions of a human interacting within digital systems. 

Robotic Process Automation (RPA) is a value-adding yet cost-effective solution for data-driven insights, reports generation, reports syncing and customer data which is essential in today’s data-driven market. Data-driven insights provide key points in making actionable decisions.

Apart from that, Robotic Process Automation (RPA), when properly implemented, can future-proof the business. RPA works seamlessly with currently operating systems, making it a key tool in process automation and process improvement, and most especially, in improving omnichannel customer experience.

Implementing innovative solutions such as Robotic Process Integration (RPA) is integral in supporting businesses in managing and maintaining an excellent omnichannel customer experience.

Your service provider must be capable of adopting digital transformation strategies.

What you can automate with Robotic Process Automation:

  • Rule-based processes
  • Reports generation  
  • Reports syncing 
  • Report Tracking 
  • Customizing Reports 
  • Real-time Reports 

When it comes to call center solutions, you can streamline workflows through RPA with automated emailing, back-end application access to FAQs/Forum, knowledge base, appointment management, chat support, call routing, real-time reports generation, reports syncing and many more.

According to the Deloitte Global RPA Survey, organizations that have scaled Robotic Process Automation (RPA) appear to have had such a positive experience that their expectations are even more ambitious: they believe that 52% of FTE capacity could be provided by robots. This can enable the human workforce to be redeployed to more value adding activities.

Connext Global Solutions has a team of Robotic Process Automation Experts – ConnextTECH, to automate key processes to improve user experience. The team identifies opportunities where Robotic Process Automation can be implemented then builds, and deploys the RPA model to automate the business process. 


  • Greater accessibility  
  • Improved Scalability  
  • Faster reports generation 
  • More efficient business processes 
  • Automatic synchronization of data  
  • Significantly improved productivity 
  • Improved overall client and employee experience 
  • Centralization of business functions into one platform  
  • Improved productivity, cycle time, agility, accuracy and scalability in operations 

Improve your business processes. Partner with Connext today.