TaskUs crushes AHT goals and improves customer satisfaction with Automation 360 & AARI

THE WHOLE STORY

A people-first organization, TaskUs continually strives to transform the experience of its many digital-native customers. An area of focus for its many customers is around front-office optimization, including employee productivity and customer satisfaction. This includes using intelligent automation in the cloud.

TaskUs chose the Automation 360 platform for its ease of deployment and the ability to instantly scale automation in the front office with AARI. The high degree of security, integrated solution offering, and great level of control also influenced the decision.

One of TasksUs’ customers in the financial sector was facing a very typical customer support issue. The employees had to manually access multiple systems throughout the day to retrieve customer details, wasting precious time and negatively impacting the average handle time (AHT). Transitioning between digital transactions also took time as the teammates had to manually update the systems before taking on the next transaction.

Within one month, TaskUs deployed AARI, which allowed the client’s teammates to trigger bots while remaining in their system. The bots would pull the required customer information from various systems and deliver it back to the teammates, who would spend the time interacting with the customer.

As a result, TaskUs not only helped the customer significantly exceed their AHT targets but ended up helping them further improve their customer satisfaction score (CSAT).

These impressive results are not unique to this specific customer. Today, over 3,000 teammates benefit from AARI and automation bots for 100% data accuracy, increased efficiency, and the ability to handle more transactions. Front-office clients of TaskUs say automation has positively impacted their KPIs and helped them generate value while improving their business transformation, customer experience, and teammate satisfaction initiatives.