It doesn't always make sense to automate full processes. Very often, processes require the interplay between humans and software robots. This is where Real Time Interaction Management can help.
On the 24th of November, ALMATO, together with Volker Schlenvogt from E.ON held a workshop where they showed how RTIM works in practice.
The participants could clearly see how Real Time Interaction Management makes the agent's life easier. The robots search for all relevant information about a customer and present it to the agent in the unified desktop. The employee doesn't have to spend time searching, he gets the information right when he needs it. Furthermore, employees are supported by interactive manuals that can guide them through a process. Thanks to RTIM, they can concentrate on the customer and their needs.