Company: Automation Anywhere, San Jose, CA
Company Description: Automation Anywhere is a global leader in Robot Process Automation (RPA), automating end-to-end business processes with software bots. The company offers the world’s only web-based and cloud-native intelligent automation platform combining RPA, artificial intelligence, machine learning, and analytics to help organizations rapidly start and scale their process automation journey.
Nomination Category: Customer Service & Call Center Awards Achievement Categories
Nomination Sub Category: Achievement in Customer Service Automation
 Nomination Title: Automation Anywhere
- Briefly describe the nominated organization: its history and past performance (up to 200 words):
Total 199 words used.
Automation Anywhere is a globally recognized leader in enterprise-grade intelligent automation, which automates end-to-end business processes with software bots that offer unmatched efficiency. The company has developed a web-based and cloud-native intelligent automation platform that combines RPA, artificial intelligence, machine learning, and analytics, enabling organizations to start and scale their process automation journey rapidly.
Our mission is to empower clients to achieve their automation goals and maximize their return on investment by providing them with fast, reliable, and personalized support. Our platform comprises RPA Workspace, Automation Co-Pilot, Document Automation, Process Discovery, Bot Insight, and over 1200 bot store products. We have deployed over 2.8 million bots worldwide and have more than 1 million community members.
Here are some of our recent achievements:
- We were named a Leader in the 2023 Gartner® Magic Quadrant™ for Robotic Process Automation for the Fifth Consecutive Year
- We were named a Leader in the 2023 TSIA assessment.
- We were named PeerSpot Tech Leader for Robotic Process Automation (RPA)
- We were named G2's Best Software Products for 2023
- Our Automation Anywhere University (AAU) students completed 2 million courses and 23400+ certifications.
- We were selected by Newsweek as the #14 Most Loved Workplace in 2023.
- Outline the nominated achievement since July 1 2021 that you wish to bring to the judges' attention (up to 250 words):
Total 244 words used.
We are committed to exceptional customer support and have used cutting-edge technology to elevate the customer experience. By leveraging Generative AI and Large Language Models, we have developed digital workers available around the clock to support customers in eight languages using our publicly published documentation and articles. These digital workers are designed to provide quick, accurate solutions to customer queries from the initial response to resolution via chat or email. Without human intervention, they resolve 32% of technical support cases for our Standard Support customers. Our digital workers are faster than their human counterparts, and their Average Resolution Time (ART) is 89% lower.
In addition to our front-office digital workers, we have implemented back-office digital workers to enhance our customer experience further. These workers provide solutions to our human engineers from public and internal data sources, such as our engineering team’s ticketing platform. This ensures our human engineers are equipped with a potential resolution for issues beyond the front-office digital workers' scope. For our premium customers who receive white glove support, the back-office digital worker works alongside our human engineers, allowing us to provide a personalized human touch while leveraging the speed and efficiency of intelligent automation and generative AI.
We take pride in providing exceptional customer support, and our digital workers have set a new standard for customer service. We remain committed to using advanced technology to enhance our customer experience and to provide quick, accurate, and efficient solutions to our customers' needs.
- Reference any attachments of supporting materials throughout this nomination and how they provide evidence of the claims you have made in this nomination (up to 250 words):
Total 200 words used.
The attached PDF showcases our Digital Worker initiative, revolutionizing our service delivery approach and transforming how we cater to our customers. The report's first page includes a high-level process flow that shows the eight languages and multiple English localizations supported by our digital workers. It also contains customer feedback about our digital workers and a comparative analysis of the average resolution time between digital and human workers, highlighting the impressive performance and fantastic return on investment from our Digital Workers since their deployment.
The second page of the report contains evidence of the team’s success, displaying critical metrics, industry benchmarks, and pacesetter watermarks. We share a remarkable 14.6% increase in CSAT, a 3.4% increase in Customer Effort Score, a 47% decrease in our average resolution time, and a staggering 77% decrease in our customer escalation rate.
Furthermore, the third page showcases our customers' dynamic and personalized resources tailored to their specific subscriptions. These resources are conveniently accessible on our Support portal, making the customer experience even more seamless and efficient.
Finally, the Technology and Service Industry Association (TSIA) performance benchmark results demonstrate our company's outstanding achievements within the industry and highlight our consistent efforts to deliver exceptional service.
- Which will you submit for your nomination in this category, a video of up to five (5) minutes, explaining the nominated achievement since July 1, 2021, OR written answers to the questions? (Choose one):
Written answers to the questions
- If you are submitting a video of up to five (5) minutes in length, provide the URL of the video here, OR attach it to your entry via the "Add Attachments, Videos, or Links to This Entry" link above, through which you may also upload a copy of your video. If you are submitting written answers to the questions for this category, provide them in the spaces below.
- Explain why the achievement you have highlighted is unique or significant. If possible compare the achievement to the performance of other players in your industry and/or to the organization's past performance (up to 250 words):
Total 226 words used.
Providing exceptional customer support sets us apart as a true industry leader. Our digital workers are one-of-a-kind: they support various CRMs and multiple large language models and cover the entire customer interaction process from start to resolution. This happens in a highly technical environment, without any logic-based dialog branches behind the scenes. Additionally, when customers need more assistance or subscribe to our premium support, human engineers, assisted by our back-office digital workers, step in to provide help. With back-office digital worker assistance, these cases are resolved 27% faster than those handled solely by our human workers. As a result, we have seen a significant 47% reduction in Average Resolution Time (ART) across the board.
Our digital worker initiative has streamlined our support services, reduced operational costs, and provided quicker and better-quality support to our customers. So far, front-office and back-office digital workers have enabled a remarkable 647% return on investment.
We know that our returns must come hand in hand with improvements to the customer experience. That's why we have worked tirelessly to ensure that our digital workers provide highly accurate responses and escalate when appropriate. After deploying digital workers, we have continued to see an increase in our Customer Satisfaction (CSAT), reaching a 14.6% improvement. We have also seen a positive response in our Net Promotor Score (NPS), which has increased by 10.2%.
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