Automation Anywhere, Inc. is a leader in Agentic Process Automation (APA). They shared impressive results from using their Agentic Solutions. This helped transform their customer support operations. The company has raised the bar for smart service delivery. Generative AI, digital agents, and AI orchestration boost efficiency. They also enhance accuracy and customer satisfaction. Automation Anywhere’s APA platform mixes AI reasoning, automation, and human skills. This helps businesses cut operational costs by as much as 50%. Applied to key support functions such as case resolution, premium support, and knowledge management, the system autonomously resolves 32% of cases, achieving 83% faster resolution times than human agents.
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Knowledge management saw 100% adoption, 60% higher attach rates, and 41% case deflection, while customer experience improvements led to a 75% rise in best-answer rates, a 3.5% higher CES, and a 9.4 CSAT score. The initiative drove a 12% NPS increase to a record +56, reduced escalations by 69%, and boosted agent efficiency by 83%, delivering a 6.7x ROI. “As our own ‘customer zero,’ we’ve proven the transformative impact of Agentic Process Automation in redefining customer support,” said Pushpendra Rajput, SVP of Customer Support at Automation Anywhere.