RACQ is in the system of introducing attended automation into its contact centre to offset some of the further techniques brokers ought to now go via when fielding insurance coverage phone calls owing to regulatory adjustments.
Automation marketing consultant Kris Watt instructed UiPath’s recent Hyperautomation 2020 summit that RACQ – a Queensland company of roadside help, insurance coverage, journey, finance and other expert services – had been automating processes for the earlier two-and-a-half several years.
Most do the job to date can be categorised as unattended automations, exactly where computer software bots choose care of repetitive, backoffice tasks in domains these as insurance coverage promises.
Nevertheless, the organisation has not long ago switched to deploying attended automations, which the agent executes by using their device although they are on a reside simply call.
Watt beforehand expended a decade in RACQ’s contact centre operations and observed a whole lot of opportunity advancements that could be obtained with system automation.
Coupled with the implementation of regulatory reforms – not specified, nevertheless most likely fallout from the finance royal commission – RACQ moved to introduce attended automations into its contact centre processes.
“For us, it’s about shortening the amount of money of effort demanded by the brokers so that then they could commit additional time getting those important conversations with our associates,” Watt stated.
“We’ve witnessed a whole lot of regulatory adjust, in particular across insurance coverage more than the very last twelve months, and we know there is additional to come.
“That form of matter has impacts on things like necessary scripting, further questioning – and automation enables us to offset a whole lot of that.”
RACQ has so significantly centered its attended automation endeavours on parts determined by brokers as a resource of frustration.
“We knew that if we could focus on a little something that the brokers failed to like, we might have an less complicated way of acquiring their buy in if they observed it as beneficial,” Watt stated.
The initially system automatic in this fashion e-mails files to a customer from inside of of a legacy technique.
“Our initially system was close to taking care of documentation among legacy techniques,” Watt stated.
“We’re chatting about a technique that does not have a simply click to e-mail purpose, so we have been able to build out an attended system to truly do that system for the brokers.”
The system is anticipated to deliver significant price savings.
“It was anticipated to hit about 3 minutes preserving every time it runs, getting run five hundred-600 periods a day, so it was a very large volume system,” Watt stated.
Watt stated RACQ anticipates acquiring that return-on-financial investment “soon”, and is working to maximize choose-up of the automation by brokers.
One of the challenges to emerge so significantly is the time it usually takes to execute an attended automation, bearing in thoughts that the agent is on the mobile phone to a customer.
Although the automation theoretically frees up an agents’ time to interact with the customer, this engagement is in aspect necessitated by the automation having more than the agent’s laptop.
“Our attended automation … does truly handle the Pc,” Watt stated.
“We have it truly block a bit of the agent’s enter for about twenty seconds although it is undertaking its matter, and it is a 3 moment preserving by blocking that for twenty seconds.
“For us, we can put into practice that simply because it is an insurance coverage simply call. There is a whole lot of option to have some important discussion although the laptop is undertaking its matter.”
Nevertheless, this has not labored on other additional elaborate or computationally-intense automations.
“We have been working on a single initiative exactly where it was seeking to do a few lookups, some scraping off two different techniques and some analytics, and then offer a response again [to the agent],” Watt stated.
“We finished up getting to … shut it down ahead of it even received to pilot, simply because in the time it was going to choose to do that, it just was not possible for us to assume an agent to truly pad for time successfully on a reside simply call.
“We successfully killed that initiative and re-pivoted it to a different technique.”
Watt stated that highlighted the want to contain brokers deeply in the system automation style system.
He conceded that even RACQ had “kind of underestimated” that at first.
“We designed a whole lot of assumptions primarily based on how we might been undertaking a whole lot of our unattended automation,” he stated.
“When you have received unattended automation, you can have it go and run on a VM, and it does what it needs to do until eventually it is completed, but when you’re chatting about brokers who have an individual on the other stop of the mobile phone, they assume actual-time immediate completion.
“They would assume things to have an immediate resolution – simply click and it is carried out. They will not want to have to wait for anything at all.”
Watt noted that original challenges close to the company’s technique had now been resolved as it carries on to build out attended automations.
He additional that the program of do the job is continuing.