RPA IN RETAIL & CUSTOMER: SERVICE SIX SECTORS INNOVATING WITH AUTOMATION

Artificial Intelligence (AI) technologies like Robotic Process Automation (RPA) and machine learning are the biggest disruptors in global business since the Internet. They are transforming work by stripping away mundane, repetitive tasks and freeing up people to handle more advanced tasks.

Many industries are seeing innovative solutions from unchained human staff, thanks to digital automation. Some of the well-documented sectors include healthcare—where about 86% of providers and companies use some form of AI—and information technology, which always has the pulse of latest tech trends.

However, other sectors are unlocking innovation in surprising ways by leveraging the strengths of both their workforces. In this series, we’ll cover other industries and how they find innovation through these means.

 

RETAIL AND CUSTOMER SERVICE

The Internet has been a major disruptor for the retail sector, making behemoths out of the likes of Amazon, solidifying adopters like Walmart, and taking down chains like Sports Authority and Borders.

With the customer data that comes from ecommerce brings the need to process and analyze for optimization opportunities. Machine automation can take on the load of processing all that shopper data.

With the help of digital labor, employees in marketing and operations can find points of shopper struggle or abandonment. They can work to refine the user experience based on feedback and data analysis.

Shopper behavior can also be used to trigger automated emails for: cart abandonment, purchased item accessories, product recommendations, or follow-up discount codes. Data can be mined to segment buyers based on their location, demographics, and buying patterns, which can be used to better target those customers.

On the customer service side, companies are using RPA to streamline processes like customer onboarding, customer satisfaction tracking, service wait times, and patterns in customer issues (so they can address them more quickly).

All this targeted communication and personalized care should result in more satisfied customers, resulting in higher sales. A recent study showed 69% of consumers in the U.S. shop more with companies that offer great customer service.

 

LET RPA UNCOVER INNOVATION FOR YOU

Partnered together effectively, digital workforces can empower human workers to focus on creativity and innovation and less on manual administrative tasks and mundane analysis. Let your company benefit from the freedom of your human workers, while saving time and money. Contact us today to find out how we can help.

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