Hyperautomation: The Game-Changer in Efficiency and Customer Experience

Hyperautomation is a term that has been gaining traction in recent years. But what does it truly mean? In essence, it’s about maximizing efficiency to save costs and elevate the customer experience. The strategy revolves around the principle of “Shift to Scale”. This approach ensures that businesses move high-touch interactions to low-touch or even no-touch whenever possible, thereby optimizing resources and improving customer interactions.

Let’s delve deeper into the world of Hyperautomation and understand its various facets.

Understanding “Shift to Scale”

When we talk about high-touch interactions, we mean services that require a significant amount of human effort, like on-site visits. By transforming such interactions into virtual or video support, we can drastically reduce expenses like fuel costs due to fewer field visits.

On the other hand, low-touch interactions, like those in a contact center, can be optimized by migrating the conversations to AI-driven chatbots or providing self-service information on the business’s website. This transition empowers human agents to address and resolve more intricate issues, ensuring that the customer gets the best support possible.

Lastly, no-touch interactions, where the customer typically interacts with automated systems, can be continually refined. By harnessing the power of real-time data and AI, these interactions can be made more personalized, proactive, and in tune with the customer’s needs.

Three Pillars of Service Using  Hyperautomation

1.Customer Automation

Empowering customers through effective self-service automation is pivotal. Not only does it offer convenience to the customer, but it also reduces the workload on the service provider.

  • A digital product registration process creates a seamless flow of information, setting the stage for meaningful, long-term engagement.
  • Fast-tracking claim submission through automation ensures quick approvals, vastly improving customer satisfaction.
  • Dynamic self-serve troubleshooting, which provides customers with real-time solutions based on prior steps, ensures quick and efficient problem resolution.

Notably, according to a survey by Salesforce in May 2022, 59% of customers favor self-service tools for straightforward queries or issues.

2.Service Team Automation

Equipping service teams with an integrated, automation-powered platform can drastically improve efficiency and customer satisfaction.

  • Access to real-time order data ensures faster issue resolution by eliminating the need to search through different systems.
  • Real-time inventory insights provide precise assessments, leading to better customer satisfaction.
  • Automated pre-work estimates enhance the productivity of service technicians and reduce revisits.
  • Service swarming, which involves real-time collaboration with experts, ensures swift resolution of complex cases.

The same Salesforce survey highlighted that 78% of service agents find it challenging to maintain a balance between speed and quality. This makes the case for robust automation even more compelling.

A manufacturing service workspace powered by automation and AI can transform the agent experience. From instantaneously surfacing customer context, and providing real-time updates, to offering a comprehensive view of assets, such a workspace can drastically improve service delivery.

3.Process Automation

Automation is not just about customer interactions; it’s also about optimizing internal processes for seamless service delivery.

  • AI-driven insights can identify upselling and cross-selling opportunities by suggesting personalized actions and offers.
  • Automated processes assist assessors in warranty adjudication by seamlessly accessing external system data.
  • Tools that auto-create warranty claims post a work order can save hours of manual data entry, reducing errors.

Hyperautomation is a shift in how businesses operate and serve their customers. By focusing on shifting high-touch interactions to low or no-touch and integrating advanced automation and AI, businesses can truly redefine efficiency and customer experience. As the world moves towards a more digital-first approach, Hyperautomation will undoubtedly play a pivotal role in shaping the future of customer service.