Industries that are highly dependent on customer service like Utilities, Telecom, and Insurance are investing significantly in improving their customer interaction experience and training their customer service agents (CSAs).
At times, CSAs do not follow standard operating procedures (SOP), making errors that lead to increased call handling times, repeated calls, and reductions in their customer satisfaction (CSAT) ratings. Additionally, any shortcoming in an agent’s retention and training lifecycle can also lead to inconsistent customer experiences.
Wipro’s Cognitive Customer Service, an Industry Cloud solution that’s developed on SAP Business Technology Platform and leverages Robot Process Automation (RPA), helps service-driven industries automate contextual learning, improve CSA performance, and deliver better customer experiences.
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