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By Ruairi Adam, Director of Global Digital Transformation

How RPA can help customer service representatives enhance performance

How RPA can help customer service representatives enhance performance

Ruairi Adam, Director of Global Transformation at Majorel, discusses his journey to his current role, and the power of RPA in process optimization.

Starting as a technical support engineer, he became interested in AI’s potential and joined Majorel in 2008, focusing on emerging tech and digital transformation. The interview centers on Robotic Process Automation (RPA). RPA employs digital workers to automate tasks through user-demonstrated actions in a GUI, eliminating the need for coding. Unlike traditional automation, RPA works across a system’s entire ecosystem, adapting to complex business environments. RPA’s versatility extends to tasks like billing reconciliation, data entry, and customer service functions.

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In customer service, RPA empowers employees to delegate repetitive tasks to bots, resulting in improved call resolution times, processes, and customer satisfaction. Ruairi’s enthusiasm for RPA stems from its accessibility, acting as a gateway to AI for the layman. It enables automation tool creation without AI expertise, enhancing productivity and diversifying AI applications across various fields.

Read the full interview on AiThority here: aithority.com  

Tags for this article Artificial Intelligence (85) AUTOMATION (5) Expert tip (17) RPA (4)


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