Points of View

Use integrated automation to align your employee and customer experiences

Jul 31, 2020 Melissa O'Brien

How Sun Life uses RDA to eliminate customer service agents’ mundane work and improve CX

 

Your employees’ and customers’ experiences are inherently linked, whether or not you’ve made efforts to align them. Today’s automation leaders must know that integrated automation can be a fundamental tool to connect those experiences in pursuit of a common goal. In this POV, we look at Sun Life’s approach to using Pega Attended RPA (robotic desktop automation or RDA) as a tool for eliminating customer service agents’ mundane work to support customer experiences better, starting in the contact center. Seeing these efficiencies pay off in the front office, Sun Life is now expanding its use of “integrated automation” (at the intersection of process automation, analytics, and AI) to become a more connected, decisive company that supports its customers and employees.

 


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