Transforming the employee and customer experience with HyperAutomation

Every organisation on the planet wants to deliver transformed digital services that lead to enhanced experiences for both their employees and customers. But every organisation, whatever stage they’re at on their digital transformation journey, is struggling to operate in this “digital experience economy”.

It’s because current ways of working can’t meet ever-changing digital demands, especially post-Covid. The ability of most organisations to digitally transform end-to-end services is constrained by legacy IT environments, manual, paper-heavy processes and the complexity and cost of fully digitising end-to-end services.

This is especially true within contact centre environments. Agents must navigate across multiple systems – often 10 or more – as they struggle to bring everything together and deliver positive brand experiences. This also leads to high error rates, stress, costly inefficiencies and decreasing levels of productivity. Every employee also requires training and experience to properly serve customers.

Industry statistics reveal ever-longer call times, slower speed to answer, more abandoned calls and missed opportunities to upsell. This is being magnified across some sectors that are experiencing a huge increase in contact volumes. The results are poor-quality services that are low on innovation but high on staff and customer churn rates.

This means designing and rapidly delivering the frictionless, personalised and simplified digital service interactions and experiences that both employees and customers deserve is more urgent than ever. You need to get both of these right for the ideal state that all forward-thinking organisations really want to achieve: a digital experience transformation.

Once you start infusing this into both employee and customer activities, everybody wins. So how can organisations start achieving a digital experience transformation much faster, with less complexity, effort and resources – and avoid missing out on huge opportunities?

Meeting digital experience challenges

TrustPortal has been providing answers by working with clients including Telefónica, MetLife, EDF and A1 Telecom to create new innovative ways that overcome the big challenges of achieving digital experience transformation. This means introducing leading-edge capabilities designed to deliver the real-time, digital interactions and next-best interactions required by employees and customers at scale and as effortlessly and cost-effectively as possible.

The catalyst is TrustPortal’s advanced HyperAutomation platform: an agile transformation layer that seamlessly operates on top of any legacy IT estate, while seamlessly integrating with and augmenting, existing processes, digital services, channels and core-systems. The platform’s patented capabilities intelligently orchestrate people, multi-vendor robots, digital and AI technologies as unified hyper-productive super resources: ultra-securely and in real-time, to jointly deliver much better, smarter ways of working.

We’re talking about a uniquely holistic approach to creating new ways of hyper-productive working. This is now achievable as the platform enables each of the many micro-steps within any end-to-end process to be precisely choreographed and expertly performed by the best combination of robotic and human workers, augmented by tools such as digital and AI – all operating at warp speed.

This means employees and customers experience much simpler, more fluid, valuable, digital interactions and next-best interactions consistently across every channel, from the front to the back office and beyond.

No coding or integration effort is required to augment existing ways of working across legacy and digital systems, so results are delivered in weeks, not years: and at 10% of the cost of traditional digitisation and automation approaches.

HyperAutomated working in action

As an example, here’s how TrustPortal HyperAutomated working transforms services within a multi-channel contact centre.