In our podcast, Kris explains that RACQ began their intelligent automation journey back in 2016, kicking off with a proof of concept (PoC). Once all the potential benefits became clear, RACQ set up a small intelligent automation team, and developed a strategy and roadmap for the path ahead. At first, this team focused on harnessing unattended automation in their claims area.
Over time, RACQ’s intelligent automation team expanded to include automation consultants, analysts and developers; and they founded a proper Centre of Excellence (CoE) for intelligent automation across the enterprise.
When Kris joined the company, he drew on his combined contact centre expertise and technology know-how to drive a contact centre transformation initiative at RACQ. Given that human skills such as relationship building, problem-solving and strategic thinking play such central role in contact centre success, Kris and his team focused on an attended automation approach here – combining the strengths of both human and digital workers to create an exceptional experience for RACQ’s members. Their goal was to serve RACQ members more efficiently, without losing the human touch. “It’s about servicing the member and getting their issue resolved on the spot”, explains Kris.
RACQ kicked off their first proof of concepts in August last year with a small pilot team. By October, they saw a full deployment of intelligent automation across the contact center. At present, 180 attended software robots are working to automate repetitive tasks behind the scenes. The result? Turnaround times are faster, and agents have more time for valuable conversations with RACQ’s members.