Service Assist Use Case – Large Canadian Telecommunications Firm - Western Canada RPA User Group
Channel: Jesse Tutt
Date: 2022-02-17

Speaker
Jenya Doudareva works for Burnie Group and has had a successful career with over 10 years in technology, analytics and engineering. She has a PH.D. from UofT in Applied Sciences and Engineering. She has experience automating processes using RPA, ML/NLP, OCR, Python, Java, MATLAB, and other tools.

Synopsis
This presentation will review a successful automation program focused on back-office processes. This program won the client the 2021 Pinnacle Award at Blue Prism Customer Excellence awards.

The program's scope included over 40 processes and close to 700,000 transactions. The program tackled automation in the organization's contact centre which faced many challenges including:
• Significant call volumes, including many “swivel chair” activities and after-call work
• Demand seasonality
• Challenges in responding efficiently to customers and resolving issues on the first call (FCR); customer frustration leading to significant customer churn

Approach and Solution
Jenya along with her team at Burnie Group designed and built an Automation CoE for the client, which has +40 resources and dozens of processes in production. An automation assessment identified a high-volume contact centre queue with three workflows. Burnie Group implemented the First North American Enterprise-Scale implementation of Blue Prism's Service Assist tool. This tool tackles high-volume, near-instantaneous human-in-the-loop transactions that are a hallmark of the contact centre environment and was put into production within 6 months.

Impact
The client has seen significant Average Handle Time (AHT) reductions from 200 seconds to 26 seconds, which is an 87% reduction. The second workflow’s AHT reduced from 52 seconds to 10 seconds (an 81% reduction), while the third reduced from 42 seconds to 0 seconds (meaning that the front-line employees no longer needed to perform the activity at all).

The client also saw an increase in employee satisfaction and engagement due to simplified workflows which have reduced employee churn.

Reduced AHT allows employees to spend more time performing high-value queries for their customers, which has improved the customer experience.