The general purpose of a chatbot is to improve customer experience within an organization. This was exactly the goal of this implementation using Robotic Process Automation (RPA) technology. How did we aim to do that you might ask? For one, we placed a particular focus on accessibility. Through this integration, a user can access our chatbot via web application or phone, while never being limited to the use of only one method. Whether users are out in the field, driving, or sitting at their desk at a client site, they can easily access the chatbot portal from their mobile device.
Another method to improve customer experience is to reduce turnaround time. Currently, users submit their request via email to reset their password, which may limit completion time pending the availability of the administration team. With a chatbot in place, user’s typically experience a quick 1-2 minute turnaround for their requests. Standardization is another way to improve customer experience. Resetting credentials is very rudimentary and easy to do, but not having a well-planned process for a user to follow can be very frustrating. That’s why having a user friendly step-by-step process is fundamental in providing great customer experience.