A Spark-made robot has picked up the prize for ‘best robotic process automation bot for customer experience’ at the Intelligent Automation Awards in Sydney.
The robot processes fibre orders for connections, plan changes and address moves.
The processes automated by the robot are ones that used to be highly manual and repetitive. They were prone to errors, consumed a lot of time and could cause frustration for staff who had to re-visit orders where errors had occurred. It was the staff carrying out those processes who highlighted them as an area where automation could help.
The potential for errors is now greatly reduced by the robot. Because orders are being processed more quickly, customers don’t need to wait as long to get connected—their overall experience of the service is much better.
Furthermore, the staff who once spent their work week entering data to process orders, have been able to move into new opportunities as part of the team designing and creating robots.
Spark’s GM Delivery and Automation, Kallol Dutta, said, “I am so excited that one of our bots has been recognised in this way. It confirms for us that our approach to automation and what we are achieving is resulting in some great success.”
Dutta noted that Spark’s wider automation work was a big part of the reason the company was selected for the award:
“The way we work changes when we empower our teams with new tools. The Automation Hub is helping Spark deliver its customers a better experience and delivering real commercial benefit and it’s only the start. I can’t wait to see this come to life more in future for our staff and our customers.”