FABIEN DURAND: Hello, I'm Fabian.
And today, I will be demoing a short example
of how a contact center representative can easily
leverage UiPath and Amazon Connect's IVR to efficiently
capture and store multiple customers'
feedback on their recent service experiences.
Let's set up a scenario.
Every day, a contact center representative either
receives or generates a list of recent service engagement
with customers.
They then need to follow up to capture the customer's
preference and feedback about their experience
with the corresponding agent who assisted or performed
the services.
Instead of manually dialing and calling several customers,
the agent can just pop open their Excel list,
easily make any updates necessary,
and simply launch their UiPath attended robot all straight
from his or her desktop.
The UiPath robot will loop through the list
and simultaneously call all the identified customers.
For each of those target contacts,
the robot will initiate the call via Amazon Connect's IVR.
Time for a quick sample call.
Let's see what feedback Joanne has about her recent experience
with Alex.
[RINGING]
JOANNE: Hello, this is Joanne.
ROBOT: Hello, Joanne.
This is UI Services, Inc. I see that Alex assisted you
with your server's installation on January 9, 2021, 5:06 PM.
Would you have a few seconds to leave
a feedback about your experience with Alex?
You can say yes, no, or another time.
JOANNE: Yes.
ROBOT: Great.
Thank you.
First question, next time you engage us,
would you like to be assisted by Alex again?
You can say yes or no.
JOANNE: No.
ROBOT: You said no.
Can you give us insight to what Alex can improve on?
You can say courtesy, attitude, enthusiasm, efficiency,
loudness, or other.
JOANNE: Attitude.
ROBOT: Got it.
You selected attitude.
Now, last question, on a scale of 1 to 10,
how would you rate your experience with Alex?
Please say or enter using your keypad.
JOANNE: Four.
ROBOT: Thank you for your time.
Your input is valuable to improve our products
and services.
Have a great day.
[END CALL]
FABIEN DURAND: And just like that, the UiPath robot
stores the information right back into the same Excel sheet,
readily available for the representative
to either report the feedback to the agent or their manager,
keep Joanne's preference on a record for next time,
or even start another UiPath automation that can grab
and enter this information into numerous other applications.
Now, let's see how Kyle feels about Diana's recent assistance
in this next example.
[RINGING]
KYLE: Hello, this is Kyle.
ROBOT: Hello, Kyle.
This is UI Services, Inc. I see that Diana assisted you
with your insurance claim on January 12, 2021, 11:39 AM.
Would you have a few seconds to leave
a feedback about your experience with Diana?
You can say yes, no, or another time.
KYLE: Yes.
ROBOT: Great.
Thank you.
First question, next time you engage us,
would you like to be assisted by Diana again?
You can say yes or no.
KYLE: Yes.
ROBOT: Great.
Now, last question, on a scale of 1 to 10,
how would you rate your experience with Diana?
Please say or enter using your keypad.
KYLE: Nine.
ROBOT: Thank you for your time.
Your input is valuable to improve our products
and services.
Have a great day.
[END CALL]
FABIEN DURAND: And there you have it.
Diana did great, easy-peasy.
Keep in mind, for this short demo,
I used Excel as an example.
But as you may know, there are countless desktop, web,
and legacy applications that UiPath can interact with
to fulfill your business needs, meaning
the possibilities are endless.
So to recap, leveraging UiPath and Amazon Connect's IVR
makes it easier and more efficient to capture and store
customers' input into your everyday applications.
Contact center representatives can save a ton of time
by eliminating numerous manual outbound calls and manual
entries.
But more importantly, with just the click of a button,
this UiPath robot can reach out to multiple customers
simultaneously and store their inputs on your desktop
all within a few minutes.
Thanks for watching.
If you'd like a firsthand, immersive experience and live
demonstration of automations like this one,
please check out uipath.com/automation immersion
lab.
Or you can use this handy QR code.
To learn more about a robot for every person,
check out our detailed web page up at uipath.com/rpa/robot
every person or use this QR code.
[WHIZZING]
WORKER: Reboot work!