COUNTRY FOCUS : AUSTRALIA
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SINCE COVID-19 HIT AUSTRALIAN SHORES , WE ’ VE SEEN A RISE IN INTEREST FROM BANKS IN EMPLOYING DIGITAL WORKERS .
from the workplace altogether . Instead , they ‘ free the robots ’ inside of human talent , enabling them to focus on higher value and more rewarding activities that serve to differentiate the business and enhance the customer experience . This in turn increases their overall job satisfaction .
One of New Zealand ’ s largest banks , for example , has 40 call center employees receiving 500 change of address requests a day from customers . This used to take an average of four days to complete . Since implementing a Digital Workforce , the bank has reduced this wait time down to minutes and freed its employees to work with customers on complex problems and enquiries .
response to the increased demand for financial assistance , mortgage extensions and so on . Likewise , airlines assessed how a Digital Workforce could help them process the massive influx of refunds due to cancelled flights , which was causing very long wait times for frustrated customers to reach call centers .
A Digital Workforce can quickly perform what would normally be time-consuming
Since COVID-19 hit Australian shores , we ’ ve seen a rise in interest from banks in employing digital workers to take the pressure off their call centers in direct
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