Consumer Care
Telecommunication
The scope is to process MNP requests. The process involves comparing documents, IDs, and other customer details from both carriers’ data-sources, and validating multiple checkpoints from pending subscriptions, payments, or unsettled applications for out-bound requests to other carriers.
RPA robot took over the backend steps to update the data in the system. Document Understanding ML models and Intelligent form extractors are used for processing the request (IDs, MNP forms, etc..) and performing the data comparison and validation.
Consumer Care
Telecommunication
This process scope is to create daily dialer report (MTD). The data needed is a summary to track the main KPIs like answer rate, occupancy, conversion and pitching. It takes 3 hours/day to manually prepare this report.
RPA robots took over the task fully, checking multiple metrics across the logs of applications for operating times and report them accordingly.
Consumer Care
Telecommunication
The process scope is fulfilling fixed account cessation requests, e.g., if a client wants to leave the operator, the agent applies analytics based on usage then offers the customer alternative offers to persuade them away from leaving the operator, and if they failed then ceases the line.
RPA robot took over ceasing part, once agents are done with the offers then they insert the closure date in the system, whether for individual or bulk requests. Current efforts are in-progress to use RPA’s AI Center to recommend the next-best offer based on historical data.
Consumer Care
Telecommunication
The process scope is to create reports for the business users on the charges they need to pay if they want to exit an already activated plan.
RPA robot searches all the lines of a particular business users and generates a proper report for it including all needed details and sends it to the customer.
Consumer Care
Telecommunication
The agent carries out random-sampling checks of partner commission & incentives where the agent validates the commission figures and calculations between multiple systems, and complex business rules.
RPA robot took over the process, calculating commission precursors collected from different systems. More importantly, this activity is not just done for a random sample, but for all issued transactions, increasing the governance, and nullifying the error rate.
Consumer Care
Telecommunication
The agent needs to fulfill a regulatory authority request to update user profile information in their system. The process can consume up to a full working day due to multiple delegations between front-office & back-office employees.
RPA robot took over the process. Using Document Understanding to read customer documents, RPA robot compares the extracted information with customer data in the system and verifies it against the authority’s request. Once the verification is complete, the robot sends the update to the authority within the agreed upon SLAs.
Consumer Care
Large telecommunication and media company
The company’s order management and customer care process involved a huge volume of transaction data that slowed down processing and hurt their bottom line. The process handled 480-600 orders per day. They also offered a speed booster service at discount, but didn't have an efficient process behind it, costing the company 20 AUD per customer per month. They wanted to remove the package to lower costs.
The RPA Robot supported the order build process and service removal activity. The Robot was built on the client’s CRM system (Siebel) and was tested and deployed into production. The automation—which involved four Robots running 24/7—generated a daily operational report for discussion with stakeholders.
PC002 | Partner: Cognizant
