Back office teams in the telecom and media industries need to cope with an increasing number of customers and a growing volume of transactions. Operations teams often perform highly-manual activities and rely on numerous custom-made processes, discrete applications, and data sources that are not integrated. Since most of the work is highly rule-based, there is incredible opportunity to automate manual, repetitive work.
Robotics is very helpful for integrating the multiple systems used for customer transactions, automating the extraction of information from multiple data sources, and compiling them. Cognitive solutions help automate simple transactions with customers and optimize the resolution of complex ones. Unstructured content in documents and chats with customers can be processed without manual intervention and service efficiency can be improved.