Contact Center and AI ChatBot
Integration case study
A Fortune 500 consumer products company needed to speed up its contact center SAP/ChatBot integration workflow for the upcoming Black Friday event and holiday season. CampTek Software, with its expertise in automating systems like SAP, was able to institute its RPA full life cycle methodology to design, build, test and rollout the solution within weeks to achieve Day One Return on Investment.
SAP and the Chatbot are disparate systems, therefore the contact center agent had to manually do an account lookup, account update, or execute a new, full contact registration in their SAP CRM System servicing the customer through chat or on the phone. This tedious effort increased call times and customer dissatisfaction. The mission critical process was done by hundreds of contact center agents at a rate of 1,000+ transactions per day.
By utilizing Robotic Process Automation (RPA), CampTek Software was able to automate the entire process. Based on the customer information and need received by the ChatBot, the backend RPA bot performs the requested task within the SAP CRM system. This information is then fed to the ChatBot to deliver the appropriate response. The integration between the two systems improved call time and customer satisfaction. Moreover, the timeline from analysis, development, client acceptance and production launch was a roughly four weeks from start to finish. Daily, the SAP/Chatbot automated thousands of registrations and updates. In addition, contact agent hours saved is averaging 3000/month. Above all, the solution reduces agent load and customer wait times but also improves contact resolution and overall customer satisfaction.
CampTek Software has once again proven its leadership in the RPA market by successfully automating this complex and mission critical solution for its customers in a short time frame. As the leading RPA SaaS Provider, we offer a wide array of services to assist you on your RPA Journey. Our team of certified experts focus on Bot development, “White Glove” Hosting and Ongoing Bot Support. With over 17 years of Healthcare RPA experience supporting and developing RPA applications, we are the easy choice.