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In order to better handle the increasingly complex processes involved in handling a customer’s request, the energy supplier Innogy relies on assistance-based applications with the aim of achieving greater efficiency in customer service while at the same time increasing customer satisfaction.

Process simplification, higher service quality, error reduction, and significant performance improvements – the Innogy Service Centers benefit from the use of robot-supported, interactive process automation. Robotic desktop automation (RDA) supports service center employees in almost real time throughout the entire contact processing by automating sub-processes for the employee. All relevant data from the various systems is collected and made available to the employee in a clear and concise manner. Robotic Desktop Automation also provides recommendations for action in direct customer contact on the basis of defined business rules, for example in the automatic calculation of the appropriate tariff.

This means that master data, details on past interactions or information on products during the processing of customer requests are clearly provided via RDA. In the background, Robotic Desktop Automation filters and analyzes data from the various internal software systems. This results in recommendations for action that are specifically tailored to this customer. The virtual assistant delivers the required information directly to the desktop of the employees and provides them with the decisive information during their customer telephone calls.

Fields of application of RDA at Innogy:

  • Automatic search and calculation of the appropriate electricity tariff
  • Synchronous transfer of changed contact data to multiple backend systems
  • Relocation and termination of contracts

The digital assistants with their context-related information preparation and presentation as well as semi-automated processes not only reduce the workload of customer advisors, but also offer customers real added value thanks to higher service quality.

“Despite high expectations, we had completely underestimated the impact of robotic desktop automation. Our ideas regarding process simplification and acceleration were exceeded by far”.

Andreas Claeßen, Private Customer Sales System Management at innogy