RPA in the Contact Centre

Introducing RPA into the contact centre can dramatically improve agent efficiency and engagement as well as delivering a more seamless citizen experience. It can streamline processes and reduce average handle time by auto-completing repetitive non-value adding tasks across multiple systems. RPA can also help contact centre agents handle calls and processes efficiently and error-free, by providing in-context, next-best-action assistance in real time.

RPA frees up your most valuable resource: your employees, to focus time on more important and more engaging work and those citizens who need help most.

Use cases


COVID has put the health and social care sector under unsustainable pressure. In no other sector is it so critical that the limited human resources can be put to best use: providing critical support and care to the UK population rather than completing repetitive administration or trying to join up disconnected systems.

There is a huge potential in both administrative and clinical processes for health and social care automation. Automation can handle referrals, bookings, laboratory, radiology and pathology results, or create request forms. In addition, reporting, quality assurance, HR, finance, and IT processes are widely targeted for automation. EHR changes, as well as

patient and population risk and resource analysis are well-suited for RPA.

Robots can work nights, weekends, and don’t take breaks. One robot can do the work of at least four people, and handle certain tasks four to five times faster than people, meaning healthcare organisations can do more, with less people.

Local authorities

Local government is under greater pressure than ever to achieve more with less. COVID, Brexit, rising energy costs, the cost-of-living crisis and a generation of austerity, combined with the need to support citizens reeling and vulnerable from the impact of the same challenges, puts local government services under pressure from both sides.

RPA can help improve efficiency within local authorities and free employee time to focus on value added tasks. RPA works especially well for repetitive, administrative work, which makes it a very good fit for back-office functions that require manual uploading or the scanning of documents.

RPA can automatically cross check information inputted by citizens against records held in multiple back-office systems and databases. If the data matches, the RPA will automatically complete the task and, if not, it can create an exception report for human intervention.

With RPA, people are still required when the process cannot be completed or where there is a requirement for judgement, but, even in these instances, most of the processing is done by the robotics thereby freeing employee time to focus on delivering services to citizens not processing paperwork.