ABSL: contact centres speed up settlement of customer requirements with the assistance of automation


Automation has dominated business services centres in the Czech Republic. Software robots are capable of processing the requirements of their customers more quickly and more effectively and so three quarters of Czech centres are involved in innovation in this area. The chief benefit, as well as savings, is greater customer satisfaction – for example customers do not have to wait so long on the telephone until it is “their turn”. The prize-winning project by the BlueLink Company, which sped up settlement of customer requirements by 60%, can serve as an example. The company successfully developed and put into operation the Laura chatbot. “Laura became very popular with customers and was chosen as the winner of the ABSL Diamonds award in the Business Innovation category,” Jonathan Appleton informed, and he added: “I personally very much appreciate both the indisputable benefits of Laura in the form of significant acceleration and settlement of customer queries, and also the fact that the company’s employees themselves were enthusiastically involved in the project.”

More information you can read in the latest press release.


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