• May 29, 2024
Automation Anywhere Pilots AI Agents for Customer Service

Intelligent automation technology provider Automation Anywhere has released results of a pilot test it conducted internally within its customer service team. To test its new Service Operations Solutions, the company said it deployed on-demand AI agents to help handle tech support issues and reduced resolution times by nearly 90 percent.

San Jose, Calif.-based Automation Anywhere said it integrated Large Language Models into its Automation Success Platform for customer service, creating AI agents that can interact with customers using natural language to automate customer service interactions. According to a statement from the company, the AI agents have boosted overall agent productivity fivefold.

“We have taken this opportunity to leverage our platform leadership in generative AI, automation, privacy, and governance to propel ourselves into the next generation of customer support,” said Pankaj Bhardwaj, Senior Vice President of Customer Support at Automation Anywhere. “We are thrilled that we will soon be able to offer this solution to our customers to further optimize their business processes and enable their employees to focus on more important tasks.”

Given the success of the internal pilot, Automation Anywhere said it will make the Service Operations Solution available to external customers this quarter.