Summary
Robotic process automation (RPA) is a key component in the landscape of automation and AI technology for customer service operations. It bolsters agent productivity, increases process automation, and helps operations deliver differentiated experiences and uncover new revenue streams. RPA erodes repetitive work and boosts the need for superagents, new metrics, and new ways of managing an upleveled workforce. This report describes how customer service leaders benefit from RPA and how they can accommodate changing agent skills.
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