Improving the Robotic / Human Interface
A guest article by Dr. Theresa Szczurek, former CIO for the State of Colorado.
WHAT IS RPA? It stands for Robotic Process Automation. According to Wikipedia, "Robotic process automation is a form of business process automation technology based on metaphorical software robots or on artificial intelligence / digital workers. It is sometimes referred to as software robotics." RPA for government and business services is commonly implemented as chatbots, voicebots, or Interactive Voice Response (IVR) systems.
WHY SHOULD YOU CARE? RPA is a hot technology trend because it provides value. Gartner in its 2021 Magic Quadrant for Robotic Process Automation report states, "Robotic process automation remains the fastest-growing software market, as RPA is one of the most popular choices for improving operational efficiency with tactical automation."
HOW DOES IT RELATE TO CHOICEVIEW? ChoiceView® augments and enhances RPA by joining a data session to a phone call and introducing a brand new 'voice with visuals' experience for users. It's a new type of phone call positioned between a standard (PSTN) phone call and a videoconference. It's easy to add a ChoiceView visual dimension to Amazon Connect, Twilio, Avaya, and many other contact center platforms.
WHAT ARE BENEFITS OF CHOICEVIEW RPA? RPA improves operational efficiency through automated transactions. Visual RPA with ChoiceView steps up the game by delivering even faster and easier-to-understand automation, resulting in higher user satisfaction and better call containment. Shouldn't we expect this voice-and-visual capability on the routine calls we make everyday?
1. VISUAL UNEMPLOYMENT INSURANCE ASSISTANCE. During a pandemic, more residents need help in applying for Unemployment Insurance. Unemployment systems are overwhelmed. To augment human call center agents, a Visual IVR powered by ChoiceView can answer a call, provide visual navigation, receive text or natural language inputs from the caller, and provide answers in a visual web-friendly format. The result is fewer calls on hold that are ultimately transferred to live agents. Callers more quickly get the information they need. Visuals along with voice stimulate more of the senses, resulting in better understanding.
2. VISUAL BENEFITS MANAGEMENT. Likewise a Visual IVR, also known as a Visual RPA powered by ChoiceView, can offload live agents when residents need assistance in applying for or changing their Medicaid benefits. People can more quickly get food, housing, and medical assistance.
3. VISUAL SHELTER INFORMATION. People hit by disasters, such as the Marshall Fire in Colorado, and those who are homeless need to quickly and efficiently find the closest shelter with space. A ChoiceView Visual IVR is already providing such assistance at Mile High United Way's 2-1-1 service in Colorado.
Contact Radish and "See What We're Talking About!"
Governments exist to support their residents. There is increasing need to offload repetitive human tasks from government live agents via RPA solutions. Whether residents need help with taxes, applying for fishing and hunting licenses, getting the latest health and benefits information, locating emergency shelters, or applying for unemployment insurance, a ChoiceView Visual RPA can save time, money, and frustration. Contact Radish today. Let's explore how you can quickly offer the right ChoiceView solution. It's easy!
See it on YouTube. The phone call stays up and the user engages this bot with both voice and visuals.