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Glossary
Automated Workflows

Automated Workflows

What are automated workflows?

Automated workflows leverage pre-defined business rules to flow tasks, documents, and information across work-related activities. Automated workflows are independently executed to minimize human intervention and improve everyday productivity. To automate a workflow, businesses need to first identify the tasks that make up a job or process and create rules and logic to govern how those tasks should done. Next, they must automate the steps with the pre-defined rules and logic.

Benefits of automated workflows

Several organizations are turning to automated customer service workflows, so agents can spend less time on tedious low value tasks and focus more on improving the CX. Benefits include:

  • Streamlined processes
  • Improved efficiency
  • Reduced errors
  • Higher productivity
  • Faster cycle time

Automated workflows in CX: Use cases

Automated agent workflows

Automated extraction of unstructured data from documents

Automated customer onboarding and servicing

Automated agent in-call and after-call work.

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