Complex Event Analysis - Report 2020/03/24

Momentum supporting factors

  • (service, technology)
  • (digital, rpa)
  • (rpa, technology)
  • (digital, technology)
  • (digital, wielding)
  • (technology, wielding)
  • (digital, smartphone)
  • (smartphone, technology)
  • (self-service, technology)
  • (self-checkout, technology)
  • No challenge supporting factor found

    Work-in-progress supporting factors

  • (service, technology)
  • (digital, workforce)
  • (digital, technology)
  • (digital, service)
  • (digital, resetting)
  • (rpa, volume)
  • (rpa, two-fold)
  • (round-the-clock, rpa)
  • (recognising, rpa)
  • (near-universal, rpa)
  • Complex Event Time Series Summary - REPORT


    Time PeriodChallengeMomentumWIP
    Report 2020/03/240.00 44.74 55.27

    High Level Abstraction (HLA) combined

    High Level Abstraction (HLA)Report 2020/03/24
    (1) (service,technology)100.00
    (2) (digital,technology)83.67
    (3) (digital,rpa)46.94
    (4) (rpa,technology)44.90
    (5) (digital,workforce)42.86
    (6) (digital,wielding)38.78
    (7) (technology,wielding)36.73
    (8) (digital,smartphone)34.69
    (9) (smartphone,technology)32.65
    (10) (self-service,technology)30.61
    (11) (self-checkout,technology)28.57
    (12) (digital,productivity)26.53
    (13) (productivity,technology)24.49
    (14) (digital,service)18.37
    (15) (digital,resetting)16.33
    (16) (rpa,volume)14.29
    (17) (rpa,two-fold)12.24
    (18) (round-the-clock,rpa)10.20
    (19) (recognising,rpa)8.16
    (20) (process_automation,rpa)6.12
    (21) (near-universal,rpa)4.08
    (22) (grandview_research,rpa)2.04

    Complex Event Analysis - REPORT 2020/03/24

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    Supporting narratives:

    • momentum (Read more)
      • The self-service branch in particular has grown leaps and bounds over the past few years, with supermarket self-checkout counters, food-ordering phone apps and online chatbots becoming solidly embedded in our everyday lives.
        Millennials and Gen Z in particular, who are more digital-savvy than previous generations, are championing automated technology in their consumer journeys, with Guthrie Jensen finding that 75% of millennials prefer to solve their own customer service issues and that Gen Zers have higher expectations for technology and are more willing to experiment with new automated platforms
      • High Level Abstractions:
        • (self-checkout,technology)
        • (service,technology)
        • (self-service,technology)

    • momentum (Read more)
      • Looking at how to select the right processes to automate and considering what it means for the human agents on the front line are key places to start.
        Robotic Process Automation
        When it comes to the technology behind an automated CX, Robotic Process Automation (RPA) is the natural starting point, with GrandView Research estimating that the RPA market will be worth a staggering $3.97 billion by 2025.
        From improving the efficiency of everyday process to reducing human errors, the benefits of RPA are numerous
      • High Level Abstractions:
        • (process_automation,rpa)
        • (grandview_research,rpa)
        • (digital,rpa)
        • (rpa,technology)

    • momentum (Read more)
      • What's more, if their processes are made simpler through automation, stress levels will go down and engagement will soar, resulting in higher productivity, lower absence, lower churn and they will have better interactions with customers, improving the entire CX. By communicating regularly with agents as well about the part that automation will play in their day-to-day jobs and what benefits they will see, will also quell any fears agents might have about loosing their job to a robot.
        Automate right here, right now
        As the digital age continues to flourish and technology becomes an increasingly important and essential part of everyday life, it's essential that contact centres get on the bandwagon and don't get left behind by the smartphone wielding younger generations.
        To make the most of an automation strategy, start simple by picking the right process and defining goals
      • High Level Abstractions:
        • (digital,technology)
        • (digital,wielding)
        • (productivity,technology)
        • (digital,smartphone)
        • (smartphone,technology)
        • (technology,wielding)
        • (digital,productivity)

    • WIP (Read more)
      • Furthermore, Gartner predicts that 25% of customer service operations will use virtual customer assistants this year. Automation, it seems, is inevitable.
        Indeed, as 2020 commences, automation technology will and must be at the front and centre of improving call centre customer service, especially for younger generations and future customers who expect to have a fully omnichannel customer experience (CX), putting their digital know-how into practice
      • High Level Abstractions:
        • (service,technology)

    • WIP (Read more)
      • Automation, it seems, is inevitable.
        Indeed, as 2020 commences, automation technology will and must be at the front and centre of improving call centre customer service, especially for younger generations and future customers who expect to have a fully omnichannel customer experience (CX), putting their digital know-how into practice.
      • High Level Abstractions:
        • (digital,technology)

    • WIP (Read more)
      • Automation technology will also be fundamental in empowering agents in their work as introducing a digital workforce alongside human agents has many benefits, from reducing costs and churn, to enabling agents to provide a better, more human service by allowing them to do work that holds meaning for them.
        If contact centres and companies are to embrace the benefits of automation in 2020, they need to know how to make the most of an automated strategy
      • High Level Abstractions:
        • (digital,workforce)

    • WIP (Read more)
      • Looking at how to select the right processes to automate and considering what it means for the human agents on the front line are key places to start.
        Robotic Process Automation
        When it comes to the technology behind an automated CX, Robotic Process Automation (RPA) is the natural starting point, with GrandView Research estimating that the RPA market will be worth a staggering $3.97 billion by 2025.
        From improving the efficiency of everyday process to reducing human errors, the benefits of RPA are numerous. This is because RPA works as a 24/7 digital workforce, working with everything from websites, emails, and contact forms, to data processing, onboarding new customers, integrating between different systems, and resetting new passwords
      • High Level Abstractions:
        • (digital,workforce)

    • WIP (Read more)
      • Automation, it seems, is inevitable.
        Indeed, as 2020 commences, automation technology will and must be at the front and centre of improving call centre customer service, especially for younger generations and future customers who expect to have a fully omnichannel customer experience (CX), putting their digital know-how into practice
      • High Level Abstractions:
        • (digital,service)

    • WIP (Read more)
      • This is because RPA works as a 24/7 digital workforce, working with everything from websites, emails, and contact forms, to data processing, onboarding new customers, integrating between different systems, and resetting new passwords.
      • High Level Abstractions:
        • (digital,resetting)

    • WIP (Read more)
      • Ultimately, anything added to a contact centre should be to help the customer and build their loyalty, so recognising what their biggest frustration is, whether that's long calls or speed of call resolution, is also essential to putting the right processes in place.
        It's also important to remember what makes a good automated process, as there are some that lend themselves more readily to RPA than others. High volume, low complexity tasks for example, are a good place to start. Post call updates, for example, when an email or text confirmation needs to be sent out to the customer, can easily be done by a digital worker, leaving the agent to move onto their next call
      • High Level Abstractions:
        • (rpa,volume)

    • WIP (Read more)
      • With these figures in mind, Deloitte predicts that RPA will achieve near-universal adoption within the next three years.
        Automation benefits customer and agents alike
        The benefits of improving efficiency metrics and being able to work round-the-clock are two-fold, helping both customers and agents through the customer journey.
      • High Level Abstractions:
        • (rpa,two-fold)
        • (round-the-clock,rpa)

    • WIP (Read more)
      • Ultimately, anything added to a contact centre should be to help the customer and build their loyalty, so recognising what their biggest frustration is, whether that's long calls or speed of call resolution, is also essential to putting the right processes in place.
        It's also important to remember what makes a good automated process, as there are some that lend themselves more readily to RPA than others
      • High Level Abstractions:
        • (recognising,rpa)

    • WIP (Read more)
      • With these figures in mind, Deloitte predicts that RPA will achieve near-universal adoption within the next three years.
        Automation benefits customer and agents alike
        The benefits of improving efficiency metrics and being able to work round-the-clock are two-fold, helping both customers and agents through the customer journey
      • High Level Abstractions:
        • (near-universal,rpa)

    Target rule match count: 22.0 Challenge: 0.00 Momentum: 0.22 WIP: 0.28