Company: Automation Anywhere, San Jose, CA
Company Description: Automation Anywhere is a global leader in Robot Process Automation (RPA), automating end-to-end business processes with software bots. The company offers the world’s only web-based and cloud-native intelligent automation platform combining RPA, artificial intelligence, machine learning, and analytics to help organizations rapidly start and scale their process automation journey.
Nomination Category: Customer Service & Call Center Awards Achievement Categories
Nomination Sub Category: Best Use of Technology in Customer Service - Computer Industries
 Nomination Title: How we Leveraged Automation to Drive Customer Excellence
- Which will you submit for your nomination in this category, a video of up to five (5) minutes, explaining the nominated achievement since July 1, 2020, OR written answers to the questions? (Choose one):
Written answers to the questions
- Outline the nominated achievement since July 1 2020 that you wish to bring to the judges' attention (up to 250 words):
Total 242 words used.
Our vision at Automation Anywhere was to achieve knowledge-first customer support, shifting customers to a habit of using self-service first. We wanted our search results to include multiple repositories and offer the ability to filter by product and subcomponents. We implemented a unified cognitive platform that connected our documentation, videos, forums, and knowledgebase articles for our customers. We included repositories for customers and internal-only areas for Support staff. We automated the ingestion of content, indexing, and analytics.
This knowledge-first automation leverages the collective experience of the entire organization at Automation Anywhere. We saw 100% participation from our support engineers, and 57.5% of our users now find the relevant answers to their questions when searching. We obtained fewer cases, with a 34% case deflection rate in our community and a 30% reduction in our agents’ time. We are also leveraging machine learning models to intelligently identify signals indicating a case is at risk of escalating. We look at the customer’s sentiment, case age, time since the last response, and what is being said in the case to flag cases for review. We then have our managers and Escalation Leads review the signals and predictions to collaborate on the issues by taking immediate action to avoid escalation.
Our entire management staff can see and impact the future by reviewing over 3,000 signals monthly and acting on them. These proactive steps have significantly decreased the number of escalations on incoming cases by 55%.
- If you are submitting a video of up to five (5) minutes in length, provide the URL of the video here, OR attach it to your entry via the "Add Attachments, Videos, or Links to This Entry" link above, through which you may also upload a copy of your video. If you are submitting written answers to the questions for this category, provide them in the spaces below.
- Reference any attachments of supporting materials throughout this nomination and how they provide evidence of the claims you have made in this nomination (up to 250 words):
Total 244 words used.
We successfully leveraged innovation and automation during the COVID pandemic to adapt to the changing remote work landscape and increase our staff and customer experience. Pages 3/4 of our attachment demonstrate we received 100% participation from Support staff, and 57.5% of searches resolved our customer’s issue leading to a case deflection rate of 34% successful Knowledge-first automation effort.
Our focus, illustrated on Page 5, is our proactive support enabled by AI and machine learning which predicts customer sentiment. We identified customer cases that were at risk or denoted negative customer sentiment. These early warning signals were used to swarm the case with proactive actions, which led to incoming case escalations experiencing a 55% decrease.
Page 6 illustrates the tremendous experience our customers received from implementing these technologies. 4.6% increase in our Customer Effort Score, a 37% increase in the percentage of cases closed within one business day, and a 24% decrease in our average resolution time.
Customer Focus being at the core of our operations, we review all feedback from our transactional and NPS surveys. Page 7 shares how we have automated our Customer Dissatisfaction Feedback Loop. The entire loop is automated with surveys that go out to customers, managers assigned for customer follow-up, actionable feedback, and trend analysis. Based on that analysis, we prioritize and implement changes internally from a product, process, and staff coaching standpoint. This has resulted in an NPS of 48 and dramatic CSAT improvements of 5.7%
- Briefly describe the nominated organization: its history and past performance (up to 200 words):
Total 200 words used.
Automation Anywhere is a global leader in Robot Process Automation (RPA), automating end-to-end business processes with software bots. The company offers the world’s only web-based and cloud-native intelligent automation platform combining RPA, artificial intelligence, machine learning, and analytics to help organizations rapidly start and scale their process automation journey. We drive value for our customers by providing world-class customer service, exceptional human skills, and best-in-class technology knowledge.
We do this by providing them with the tools to discover, digitalize, and automate processes with one integrated platform. Our platform includes RPA Workspace, AARI, IQ Bot, Fortress IQ, Bot Insight, and over 1200 bot store products. We have deployed over 2.8 million bots worldwide and have > 1 million community members.
Some recent achievements:
- Named a Leader in the 2021 Gartner Magic Quadrant for Robotic Process Automation for Third Consecutive Year
- 5,000 global customers across the most demanding industries.
- Completed 2 million courses and 21900+ certifications by Automation Anywhere University (AAU) students
- Named in the Leadership quadrant in the 2022 TSIA assessment
- Recognized by Business Intelligence Group for our User Experience Optimization resulting from implementing our unified cognitive platform.
- Selected by Newsweek as one of their 2022 Most Loved Workplaces.
- Explain why the achievement you have highlighted is unique or significant. If possible compare the achievement to the performance of other players in your industry and/or to the organization's past performance (up to 250 words):
Total 240 words used.
Our imperative was to minimize customer effort, putting self-service at the heart of our case resolution efforts. We automated our community using guided pathways and unified search automation with multiple repositories to leverage available information to improve the customer experience.
Our knowledge-first automation included automating content additions/updates and AI technology for searching and providing relevant results for our customers. We saw a 33% decrease in the number of customer searches without a result, and when searches returned results, users were 40% more likely to find what they were looking for. We have also seen exceptional customer growth, and our improvements to our self-service solutions have kept the number of incoming Support cases flat year-over-year.
Providing our Support Engineers visibility into what knowledge our customer has already reviewed and consolidating the repositories they need to search through has reduced our Average Resolution Time by 24% and increased the number of cases that can be resolved within one business day 37%.
We also focused on AI technology to predict escalations and take proactive efforts to pre-empt them. We are seeing a 55% decrease in customer-initiated escalations.
The impact is far-reaching, with a 5.7% increase in the Customer Satisfaction Score (CSAT), putting us above average for CSAT in our industry. Our Customer Effort Score (CES) increased by 4.6%, positioning us as a pacesetter in our industry for Customer Effort. We are recognized as Best-in-class in our peer group industry by TSIA.
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