Conversational Process Automation (CPA) uses artificial intelligence to bridge the gap between the customer facing world and process automation systems. CPAs are quite special because they automate both conversations and processes.
When facing a customer, there is always a chance things may go wrong. For example, if a customer service agent is having a bad day, they may take it out on customers and damage your brand. This risk, multiplied by thousands of calls per day can be quite nerve-racking for many organizations. Thankfully, as the pressure to exceed customer expectations grows, so do the technologies that can help businesses overcome them.
CPAs utilize technologies such as natural language processing and speech recognition to create scalable personalized experiences in consumer-facing situations. CPAs also use advanced analytics to continuously improve conversations with users to ensure a smooth experience over every interaction.
In order to understand how conversational process automations work, let’s compare the flow that traditional customer service representatives must go through to the flow CPAs experience.
Had this above transaction been automated, the flow would look something like this:
As we can see, a process that can occur many times a day can go from taking many days to complete (because it waits for a person to intervene) to being closed instantaneously after each request without ever requiring intervention from an inside support person.