Customer service dissatisfaction

  • 21 June 2023
  • 0 replies
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Thoughts on RPA Adoption!!

In recent times, I have encountered numerous issues with the RPA product. It is concerning that despite their frequent discussions on AI-related advancements, there seems to be a lack of focus on improving the customer experience and product stabilization.
RPA vendors have transitioned their tool to the cloud, but instead of prioritizing stability, they are rushing to integrate AI, chatbots like ChatGPT, and other features into the tool. In my opinion, it would be beneficial for everyone to take a pause and think towards optimizing and stabilizing the existing product.
There are plenty of issues that need attention, and unfortunately, the customer service quality is deteriorating rapidly.

It is crucial for people to initiate discussions on enhancing customer service in conjunction with adopting RPA/AI technologies. While the focus often remains on the technological advancements, neglecting customer experience can lead to dissatisfaction. It is important to recognize that successful implementation of RPA and AI should involve a holistic approach that prioritizes improving customer service alongside technological innovation. By addressing both aspects simultaneously, organizations can achieve a more well-rounded and impactful transformation.


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