Managing technical support
Companies must monitor persistent customer complaints, including account set-up issues, billing difficulties, and service outages.
Fortunately, RPA can help by automatically logging, tracking, and resolving many of these standard queries, allowing reps to focus on more complex issues that require human intervention.
RPA can also help companies proactively prevent customer churn by identifying patterns that could indicate a risk. Employees can then use this information to enact preventative measures, like offering discounts or reaching out to provide personalized service.
Energy companies can also use RPA with AI technologies for more advanced capabilities. For example, AI-based sentiment analysis can evaluate customer inquiries to determine if the person is asking a question or initiating a complaint. This analysis enables customer service reps to prioritize meaningful support to people who need it most.