Why automation?

In the Contact Centre the greatest opportunity for automation is for Robot and Human to work together cooperatively, with the robot completing mundane, repetitive tasks quickly and accurately and handing back to the agent when human decisions and more complex thinking are required.

In this fashion, the human and the desktop automation robot are working side by side, in full collaboration, when each robotic activity is executed under human attendance, allowing humans to focus on more interesting, valuable work, while empowering them to make the best decisions in real time.

Only a small percentage of business processes can be fully automated without any need for human input.

That is where Attended Desktop Automation comes into play – it assigns a dedicated smart desktop robot for each employee – a robot that can mimic human activity, from copy paste and data inputting, to opening applications, switching between tabs, etc., but can also add unique capabilities such as documents parsing using built-in OCR and seamless access to different data sources, in parallel if needed.

Desktop controls

All of those activities can occur on the employee’s desktop, in the background, triggered by any type of activity – from a button click, tab switch, opening an app, checking that a field has data – or even a complex combination of multiple events.

This allows employees to focus, for example, on talking to a client, while tasks like looking for the relevant client data in multiple applications, or figuring out what is the best next step to take, are done for them in real time on their desktop, resulting in the presentation of the appropriate data using callouts.

best insights

These callouts visualise real-time data aggregated from different sources in one place, creating the best insights an employee needs in the exact moment they are needed. They can offer the best next step based on machine learning of previous successful completion of a sales activity. They can present a set of decisions the human should make, each one will lead to another automated process getting done.

humans and robots working together

In this fashion, the human and the desktop automation robot are working side by side, in full collaboration, when each robotic activity is executed under human attendance, allowing humans to focus on more interesting, valuable work, while empowering them to make the best decisions in real time.

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