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  • Writer's pictureMichał Zaremba

Automation of work in customer service.

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In today's world, technology changes everything, and customer service is no exception. Robotic process automation is at the forefront of this transformation, offering new and exciting ways to serve customers. This article delves into the world of RPA to discover how the technology is revolutionizing customer service.

As a reminder... what is robotic process automation?

RPA is software that imitates human actions, automating repetitive tasks and processes. In customer service, RPA can handle tasks such as data entry, processing requests received from customers such as orders, document requests, or responding to simple customer inquiries.

The greatest benefits of robotic process automation..

Increased Efficiency

The implementation of RPA translates into a significant acceleration of response time to customer inquiries. It is the robots that answer simple questions, speeding up the process and allowing employees to focus on more complex issues. The result? Customers are more satisfied as they receive quick and reliable answers.

clock and savings

Accuracy and Consistency

RPA is a tool that eliminates human errors, which is crucial in customer service. When robots handle routine tasks, the risk of mistakes is reduced. This means that every customer receives the same high quality of service, regardless of the day or hour.

24/7 Availability

One of the biggest advantages of RPA is the ability to work without breaks. Robots do not need rest, so they can provide services around the clock, every day of the year. This ensures that customers have access to help whenever they need it, which is particularly important when providing services to multiple regions around the world, where different time zones can be a challenge.

Cost Savings

Automating routine tasks allows for a reduction in operational costs. There is less need to employ a large number of workers to handle simple tasks, which translates into savings both in terms of salaries and costs associated with managing personnel.

Automation is among us…

ludzie współpracujący ze sobą

Automation of work in customer service is becoming more and more common in everyday life and we encounter it in many different situations. Here are some examples:

  • Online Stores: When you shop online, you often use automated product recommendation systems or automatically generated emails confirming orders and deliveries. Additionally, chatbots on store websites often answer simple questions about products or orders.

  • Online Banking and Financial Applications: Banks and financial institutions use automation for customer service through software robots and chatbots, which help in managing accounts, transactions, and even providing financial advice.

  • Customer Service Centers: When you call a helpline, often the first thing you encounter is an advanced voicebot that directs your call to the appropriate department.

  • Social Media: Companies are increasingly using automation to monitor and respond to customer inquiries on platforms such as Facebook or Twitter. Bots can automatically respond to simple questions or redirect them to the appropriate departments.

  • Transport and Delivery: Courier and logistics companies use automation for route planning, tracking shipments, and informing customers about the status of their orders.

  • Booking and Tourism: When you book flights, hotels, or other tourist services online, systems often automatically generate confirmations and reservation information. Sometimes this functionality is built directly into the IT system, and sometimes it can be achieved through the use of RPA.

  • Email Services and Communication: In providing customer support services, we often use software robots for automatically sorting messages, filtering spam, and responding to simple inquiries.

If you've ever experienced any of the above scenarios in your daily life, you've directly encountered the impact of customer service automation. From online shopping and internet banking to customer service and reservation management – these technologies are now deeply rooted in our everyday activities. This underscores the importance of understanding and adapting to these changes in a business context.

For companies aiming to stay at the forefront of innovation and meet the needs of modern consumers, tracking and implementing these technologies is no longer an option, but a necessity. Understanding how automation in customer service coexists and impacts our lives is key to business development and maintaining competitiveness in the market. What tasks in your company can you automate?

Automated handling of incoming emails

Every day a lot of e-mails from customers arrive in our e-mail box. This contact concerns various matters. The software robot analyzes the e-mail and decides to forward the case to the appropriate department or consultant. The analysis is carried out based on the content of the e-mail as well as attachments (including reading the content from sent scans or photos)

Registration of new customers

Invoice inquiries

Service requests

Customer data update

Opinion monitoring

Automatic chat support

Processing returns and complaints

Customer behavior analysis


Order management

Customer satisfaction surveys

Customer segmentation

Reservations and appointments

Automatic email replies

In search of the perfect balance... the future of human contacts and the automation of work in customer service.

human and balance

In an era of increasing customer service automation, the key question is how to maintain the human touch and integrate it with supporting RPA technology to ensure superior customer satisfaction. Analyzing the balance between human interactions and automation requires understanding their mutual advantages and limitations.

The Role of Automation in Customer Service: Automation, including RPA, voicebots, chatbots, and systems based on artificial intelligence, can significantly increase efficiency and speed of service. It allows for a quick response to standard inquiries and simple assistance, as well as 24/7 service availability. However, there are certain limitations, such as a lack of empathy and difficulties in solving complex problems.

The Importance of Human Interaction: Despite advances in AI, human contact remains key in customer service. Employees can offer empathy, an understanding of the nuances of human emotions, and creative solutions to problems that are beyond the reach of automation. The human element is particularly important in difficult situations, such as handling complaints or negotiations.

Finding a Balance: Ideal customer service combines the advantages of automation and human contact. Automation can serve as the first line of support, filtering inquiries and solving simple problems. However, when a situation requires a human touch, the interaction should be smoothly transferred to an employee. The key is to ensure that the transition from machine to human is seamless and does not cause additional stress for the customer.

At Automa Services, we are always looking for new opportunities to develop our automation services. We understand that each company has unique needs and processes that can benefit from the introduction of advanced RPA technologies. Therefore, we are open to collaborating with our clients in identifying additional areas of their operations that can be optimized through automation.

Our team of experts is ready to analyze and tailor individual solutions that can bring real benefits in various business aspects, from customer service to managing internal processes.

At Automa Services, we focus on innovation and continuous improvement, ensuring our RPA solutions are always aligned with the dynamically changing market needs.

Are you thinking about implementing robotization in Your company?

Order a free consultation and we will contact you as soon as possible. Together, we will match the right solution for your company by analyzing your individual business needs.

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