Automation Anywhere has demonstrated the power of its own Agentic Process Automation (APA) technology by implementing it within its customer support operations. By integrating generative AI and autonomous digital agents, the company has redefined its support model, achieving significant gains in efficiency, customer satisfaction, and cost reduction while setting a new benchmark for AI-driven enterprise service.
Quick Intel
Automation Anywhere used its own Agentic Process Automation to overhaul customer support.
32% of technical support cases are now fully resolved autonomously by digital agents.
Autonomous case resolution is 83% faster than human-only handling.
The initiative delivered a 6.7x return on investment and reduced operating costs.
Customer Satisfaction (CSAT) remains high at 9.4, with a 12-point increase in NPS.
The transformation led to a 69% reduction in case escalations and an 83% boost in agent efficiency.
Revolutionizing Support with Autonomous and Assisted Agents
The company applied its APA platform to critical functions like technical case resolution and knowledge management. The system enables autonomous and assisted digital agents to collaborate seamlessly with human engineers, providing scalable, around-the-clock support. This integration has been particularly effective in knowledge management, achieving 100% adoption and a 41% case deflection rate by empowering customer self-service. "As our own 'customer zero,' we've proven the transformative impact of Agentic Process Automation in redefining customer support," said Pushpendra Rajput, Senior Vice President of Customer Support at Automation Anywhere. "We've demonstrated how autonomous and assisted digital agents are revolutionizing operations and delivering measurable value resolving issues faster, improving accuracy, and elevating customer experience."
Measurable Business Impact and Customer Satisfaction
The agentic transformation delivered substantial, quantifiable results across key performance indicators. Beyond the dramatic improvements in resolution speed and efficiency, the company saw its Net Promoter Score (NPS) increase by 12 points to an all-time high. The overhaul of the customer portal also contributed to a 3.5% improvement in Customer Effort Score (CES) and a 75% year-over-year increase in community forum best-answer rates, earning recognition as a top-tier support platform.
Automation Anywhere's internal success story serves as a powerful proof-of-concept for its Agentic Process Automation technology. By achieving elite industry benchmarks in both efficiency and satisfaction, the company has validated a future where AI and human expertise collaborate to create superior customer experiences, transforming operational efficiency into a definitive competitive advantage.
Automation Anywhere is the leader in Agentic Process Automation (APA) and guided by its vision to fuel the future of work by unleashing human potential through automation.
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