Automation Anywhere, Inc., dealing in Agentic Process Automation (APA), revealed the outcomes of transforming its own customer support operations using its Agentic Solutions powered by the APA System.
The business has rethought customer service to increase productivity, improve customer satisfaction, and establish a new standard for AI-driven operations by fusing generative AI, autonomous digital agents, and AI-powered orchestration.
Automation Anywhere’s Agentic Solutions bring outcome-driven transformation to enterprise service operations by combining automation, AI reasoning, and human expertise.
The Agentic Solutions’ cutting-edge, secure architecture allows for quicker, more compliant automation while assisting businesses in cutting operating expenses by as much as 50%.
Automation Anywhere used the APA platform for its essential support services, such as knowledge management, premium assistance, and technical issue resolution. To provide faster, better, and more scalable support around-the-clock, the platform’s autonomous and assisted digital agents now work seamlessly with human engineers.
Consequently, 32% of technical assistance issues are resolved entirely on their own, which results in resolution times that are 83% quicker than those of human agents.
With 100% acceptance among engineers and digital agents, a 60% boost in knowledge base attach rates, and a 41% case deflection, APA has also revolutionized knowledge management, greatly lowering burden while empowering clients through self-service.
Beyond back-end functions, the business redesigned its customer site to provide a more tailored, user-friendly, and data-driven experience. Independent observers acknowledged the new strategy as one of the best support systems in the business.
Results include a 3.5% improvement in Customer Effort Score (CES), a 75% year-over-year rise in community forum best-answer rates, and continuous excellence in Customer Satisfaction (CSAT) at 9.4.
“As our own ‘customer zero,’ we’ve proven the transformative impact of Agentic Process Automation in redefining customer support,”
said Pushpendra Rajput, Senior Vice President of Customer Support at Automation Anywhere.
“By surpassing industry benchmarks in efficiency and customer satisfaction, we’ve demonstrated how autonomous and assisted digital agents are revolutionizing operations and delivering measurable value resolving issues faster, improving accuracy, and elevating customer experience.”
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