The solution for
automatic ticket processing developed by the Modis Innovation & Automation
Lab allows for faster and easier handling of client requests and saves time
and effort to the specialists performing the activity. Among the features of
the solution are high-quality translation and automatic forwarding to the
respective group responsible for the process implementation.
It is vital for each and
every business to find means to grow, improve efficiency levels and be flexible
when developing and providing products and services. Among the top 10
challenges for developing companies in 2019 are the integration of new
technologies, innovation and customer service improvement. Users have never
been more informed and have never had higher requirements when being supported
by a company. How do businesses respond?
Robotics Process Automation
RPA is among the
fastest-growing industries worldwide due to the solution it provides to some of
the major problems faced by large businesses. The process automation via
software eliminates the need for some frequently repetitive tasks to be handled
manually, thus allowing employees to focus on activities that have higher value
and importance. Gartner reports that by the end of 2020 around 40% of large
businesses will have integrated RPA software which will be optimizing the
workflow within the company. In some industries the percentage of companies
that have already implemented RPA is even higher.
RPA in practice<: MIA Lab fully automates the processing of tickets received by email
By aiming to provide
services with higher quality and optimization of the business process, the
Modis Bulgaria team looked for opportunities for higher productivity and
effectiveness. The Modis business is related to delivering Managed Services and
Solutions, IT Service Desk and Data Center support, support and maintenance of end-user
devices, development of applications and solutions for outsourcing of business
processes. It turns out that RPA has the potential to satisfy many of the needs
of such types of business. That is why in 2017 the Modis Bulgaria team launched
the Modis Innovation & Automation Lab – a project aiming at developing
innovative solutions for automation of tasks, performed by employees.
The Challenge
The majority of the Modis team works with end users from multinational companies that send their tickets and requests in different languages. In each and every case, an employee has to translate the given email in English, which is the official language within the company. With the large number of incoming reported issues and requests, the manual handling of such tasks could slow down and complicate the support provided to end users. Here is where the MIA Lab needs to be involved
The Solution
The MIA Lab team integrated several solutions that work together to automate the translation of incoming tickets and the processing of requests from end users. Once a request is logged in the system it takes only 2 seconds for the email to get translated with high quality and accuracy in English. Then another solution verifies whether the request could be automatically sent to the respective team for processing.
The Benefits
The solutions developed save employees time and effort in the performance of repetitive tasks which increases their productivity and lowers the time required to provide service to clients.
Modis Bulgaria relies on many other RPA solutions developed by the MIA Lab which ensure greater efficiency for the business and bring higher value to clients of the company.
Thanks to this solution we managed to save our colleagues 8 minutes on average for every ticket we receive. Statistics show not only faster but even higher-quality service provided because our specialists spend more time on tasks with higher value for our clients. The MIA Lab team already has more than 20 similar projects accomplished and for the past year we managed to integrate solutions which perform the job of 13 people in total. We are planning the expansion of the team this year due to the higher interest of Modis clients in our RPA solutions.