Kryon Call Center e Book PDF

Boosting Your
Call Center’s
Performance
with Robotic Process Automation
(RPA) and AI-Based Process
Discovery
Always Be Friendly, Fast, Professional…
Goals Challenges
Numerous Time-Consuming
Call Center Performance
Computer Systems
Many Touchpoints
Customer Operating Employee
First-Call Average
Satisfaction Expenses Satisfaction
Resolution Handle Time
(CSAT) (OPEX) (ESAT)
(FCR) (AHT)
Long, Complex
Processes
Repetitive Tasks
Top Goals of Today’s Call Centers
Increasing Customer Engagement
Boosting Operational Efficiency
Ensuring Compliance, Consistency, and Accuracy

Where Today’s Call Centers Struggle
Customer Compliance, Consistency,

Operational Efficiency
Engagement and Accuracy
• Long handle time as employees • Too often answering customer

navigate multiple computer programs questions incorrectly
• Excessive hold and handle times • After-call work impacting service • Inconsistency across agents,
• Different answers on different levels sites, and channels
•
channels • Need to increase capacity • Errors and redundant work
Repeat calls (low first-call resolution) • Errors and redundant work impacting compliance
• Company protocols and industry
regulations requiring specific
processes to be performed
How can call centers
overcome these challenges?
Companies Are Increasingly Turning to RPA
96% 53% $2 trillion

of RPA customers see of Global 2000 in workforce costs could
"significant value," companies made be saved through RPA,
according to Gartner. significant RPA according to PwC.
investments in 2018.
RPA = faster processes, greater productivity, increased accuracy, lower costs

RPA
[ROBOTIC PROCESS AUTOMATION]
“Robotic process automation (RPA) is the

application of technology that allows employees in a
company to configure computer software or a ‘robot’
to capture and interpret existing applications for
processing a transaction, manipulating data,
triggering responses and communicating with other
digital systems.”
- Institute for Robotic Process Automation & Artificial

Intelligence (IRPA AI)
Kryon Is Revolutionizing RPA
by Automating the Automation
The Most Comprehensive Suite of RPA Solution
Kryon’s Offering
DISCOVER ANALYZE DESIGN DEVELOP DEPLOY OPERATE MAINTAIN
Steps Involved
in Automating
Processes
Manual work – often involving

Other RPA Providers consultants, discovery workshops, RPA Solutions
Conventional Approach interviews, surveys, and reports
Kryon Process Attended Unattended Hybrid

End-to-End Approach Discovery™ Automation Automation Automation
Kryon’s Solutions
Kryon Process Discovery™ Kryon Attended Automation

To accelerate RPA deployment and reduce A Kryon robot runs on a user’s computer,
costs, Process Discovery identifies work helping them work more quickly and
processes, evaluates their automation accurately – by providing guidance,
potential, and generates workflows. This automatically performing processes, or both.
can reduce RPA implementation time by up
to 80 percent.
Kryon Unattended Automation Kryon Hybrid Automation

Kryon robots running on virtual machines Attended and unattended robots work
automatically perform mundane, repetitive, together to offer the most effective
and time-consuming business processes – solution to meet a customer’s specific
working faster, more accurately, and at objectives.
lower cost than full-time employees.
Your call center has many processes.
Where should you start?
Kryon Process Discovery
IDENTIFIES MOST PROMISING RPA OPPORTUNITIES
First, Decide • Complete process visibility

• Actionable analytics
What to • Accelerated automation development, cutting
RPA implementation time by up to 80%
Automate • Reduces RPA’s total cost of ownership
KRYON PROCESS DISCOVERY™:
HOW DOES IT WORK?
Algorithm Application &
1 Activity Recording 2 Data Translation 3 Machine Learning
Process Mapping &

6 Streamlined Automation 5 Data Translation 4 Recommendations
“After running Process Discovery,
the Kryon system reported that Wyndham could
reduce the duration of the process by 50% if it
were automated, which would let franchisees open
properties sooner.”
– Tom Davenport, Wyndham Creates Smarter Automated Processes with Kryon's 'Process Discovery,’ at
Forbes.com
Types of RPA: Attended
Attended Automation
SUPPORTS A HUMAN WORKFORCE
• Automates mechanical activities

such as login, form completion, and
data transfer (on desktop computers)
• Can provide on-screen guidance,
respond to user input, use sensors to
prevent employees from violating
specific rules, and more
Types of RPA: Unattended
Unattended Automation
PROVIDES A VIRTUAL WORKFORCE
Automates high-volume, repetitive,
time-consuming business processes
from end to end, working 24/7
(on virtual machines)
Types of RPA: Hybrid
Attended Robots Unattended Robots
• Run on employees’ desktop • Run on virtual machines, allowing

computers, allowing these these robots to perform processes
robots to interact with users without relying on a user’s
computing power
• Can perform processes,
provide on-screen guidance, • Do not interact directly with
respond to user input, use employees
sensors to prevent employees Hybrid Automation
from violating specific rules,
and more BRIDGING THE GAP
Allows attended and unattended
robots to work together smoothly
and efficiently
Telco Call Center Use Case
Eliminate errors in the processing of customer requests for address

THE CHALLENGE
changes.
Attended robots guide novice agents through the handling of address

THE SOLUTION change requests, increasing the speed and reliability of this process.
Before call completion, an attended robot automatically displays a script
used by agents to confirm the requested change.
Average Employee
First-Call Lost
The VALUE Customer Handle Satisfaction
Resolution Revenue
Satisfaction Time (ESAT)
(FCR)
(CSAT) (AHT)
4.9% 2.2% 14%

Insurance Call Center Use Case
Improve customer service – for example, by having

THE CHALLENGE
all KYC details readily available.
While on a call with a customer, a customer service representative can

THE SOLUTION send relevant tasks to Kryon robots directly from their desktop. Once a
robot has completed a process, it automatically sends the customer’s
information to the CSR in an organized message.
Average Employee
THE VALUE Customer Human Handle Operating Satisfaction
Satisfaction Errors Time Expenses (ESAT)
(CSAT) (AHT)
100% 70% 20%

“Kryon gives us the ability to grow our
productivity and sales with the same number of
CSRs. And just as importantly, it enables us to
give our customers better service, because it
works so quickly and without errors.”
– Gil Tamir, CIO of AIG Israel

Thank You
For more information, please visit:
www.kryonsystems.com

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Boosting Your

Increasing Customer Engagement

Boosting Operational Efficiency

Ensuring Compliance, Consistency, and Accuracy

Customer Compliance, Consistency,

• Long handle time as employees • Too often answering customer

96% 53% $2 trillion

RPA = faster processes, greater productivity, increased accuracy, lower costs

“Robotic process automation (RPA) is the

- Institute for Robotic Process Automation & Artificial

DISCOVER ANALYZE DESIGN DEVELOP DEPLOY OPERATE MAINTAIN

Manual work – often involving

Kryon Process Attended Unattended Hybrid

Kryon Process Discovery™ Kryon Attended Automation

Kryon Unattended Automation Kryon Hybrid Automation

First, Decide • Complete process visibility

Process Mapping &

• Automates mechanical activities

Attended Robots Unattended Robots

• Run on employees’ desktop • Run on virtual machines, allowing

Eliminate errors in the processing of customer requests for address

Attended robots guide novice agents through the handling of address

4.9% 2.2% 14%

Improve customer service – for example, by having

While on a call with a customer, a customer service representative can

100% 70% 20%

– Gil Tamir, CIO of AIG Israel

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