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Desktop Automation in Customer Service with Real Time Interaction Management

Customer service representatives deal with huge amounts of data and increasingly complex processes every day. It can be challenging to find the right information at the right time. 

With Real Time Interaction Management, parts of these processes can be automated, giving employees valuable assistance. Find out how it works in our video.

RTIM Video

Automating processes or parts of processes can significantly help customer service employees. Real Time Interaction Management can do even more. It also helps agents during the customer interaction itself through digital robots. These robots are like digital assistants. They handle structured tasks for the employee and help them during the customer intereaction.

Amongst other things they can:

  • Pull relevant information from different systems and present them in a clear manner
  • Give next-best-action recommendations during the interaction
  • Give sales pointers 
  • Automatically calculate rates, compare prices and much mire
  • Handle post-processing
  • Log data changes in all applications

With Real Time Interaction Management, contact center agents have all necessary information about customers, products and processes at all times, helping them provide the best possible service.

Would you like to find out more about how RTIM is used in customer service? Contact us or take a look at our overview:

RTIM Overview

Sara Gebhardt      7. April 2016

Author

Sara Gebhardt

Sara Gebhardt

Sara started working as Marketing Manager at ALMATO in 2015.

She has a M.A. in International Cultural and Business Studies. As part of a Double Degree Programme she spent a year in Scotland and wrote her thesis on What Would Bond Buy? An Investigation Into Young Consumers' Attitudes Towards Product Placement in Films.

After her studies, she moved to Belgium and worked for a software company as Business Developer for Germany and Spain, before moving back to her beautiful home city of Stuttgart. In her free time, she reads obsessively across all genres.