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Hyperautomation is the natural next step in the evolution of business automation. For companies — and specifically, cloud-based contact centers and with self-service channels— being able to handle large volumes of interactions and queries, and at the same time provide quick solutions to them, has become their biggest challenge. The reality is that data is still disconnected and in silos, working with separate technologies, but automation has opened the door to solving these problems.
What exactly is the hyperautomation and how is it applied in a Contact Center? In this article, we'll explore these concepts and their impact on improving the customer experience.
What is Hyperautomation?
It is the combination of various technologies, such as Artificial Intelligence (AI), Machine Learning (ML) and Robotic Process Automation (RPA), to create highly efficient and autonomous systems. Its goal is to fully automate repetitive tasks or to “increase” or improve employee performance when executing their tasks.
Automating these processes allows tasks to be performed faster and with fewer errors, leading to greater operational efficiency. In addition, it can provide quick and accurate answers to customer inquiries, resulting in a more satisfying customer experience. Decreased human intervention can lead to a significant reduction in long-term operating costs.
For Gartner, there are 7 key components and principles for hyperautomation to exist:
Automation of various tasks. Its main objective is to automate a wide spectrum of tasks and processes within an organization. This goes beyond tasks based on direct rules and rather encompasses complex, cognitive and dynamic processes, adding a level of sophistication and efficiency.
Combination of technologies. Hyperautomation involves the use of a combination of technologies, including artificial intelligence (AI), machine learning (ML), robotic process automation (RPA) and other automation tools, for large scale automation.
Continuous improvement. Achieving hyperautomation is an ongoing effort that requires constant monitoring and refinement of automated processes. This ensures maximum efficiency, accuracy and effectiveness for organizations.
Improved decision-making. Hyperautomation facilitates and empowers decision-making by providing information based on data and automating routine or repetitive decisions. This allows people to direct their attention to strategic and complex tasks, thus improving effectiveness and efficiency.
Human-automation collaboration. Recognizing that the role of collaboration between humans and automation is crucial, makes us appreciate the different strengths of each one. Automation can deftly handle repetitive and routine tasks, while humans excel at decision-making, unleashing creativity and detecting exceptions to rules.
Scaling up automation. The goal is to expand automation initiatives across the organization, encompassing diverse functions and business areas, such as finance, human resources, customer service and technology. This comprehensive approach ensures efficiency, optimizes operations, and encourages smooth collaboration between teams.
Application of hyperautomation in the Contact Center
Now that we understand what it is, let's see how it's specifically applied in a contact center.
Advanced Chatbots
Chatbots powered by Generative AI are a fundamental tool in the hyperautomation of contact centers. These chatbots can hold natural conversations with customers, answer frequently asked questions and, in some cases, solve more complex problems. This frees up human agents to address queries that require a personal touch.
Internal Process Automation
It's not just about interacting with customers, but also about optimizing internal processes. In a contact center, this can include automating call routing tasks, assigning agents, and tracking key metrics.
Predictive Analysis
AI can analyze large amounts of data to predict customer trends and behaviors. This allows contact centers to anticipate customer needs and provide a more personalized service and improve their brand experience.
Channel Integration
Hyperautomation makes it easy to integrate multiple communication channels, such as calls, emails, live chat and social networks. This ensures an omnichannel and consistent customer experience, regardless of which channel you choose to use.
Without a doubt, this is a technological trend that is transforming the way contact centers operate and how they interact with customers. Companies that adopt varieties of AI and prioritize intelligent contact centers will be better prepared to meet the growing demand for hyperautomation, efficiently impacting their operations with a coherent and organized strategy.
At inConcert, we understand the importance of keeping up with the latest technological trends to boost your business. If you want to know more about how hyperautomation can benefit your contact center or any other topic related to All-in-One technology, don't hesitate to contact us. We're here to help you achieve exceptional and efficient customer service.
