Interactive voice response (IVR) systems are often the first point of contact for customers as part of an enterprise’s customer service system. Unfortunately, IVRs often fall short on the promise of providing ‘self-service’ solutions for customers as IVRs are only capable of connecting to systems that are accessible via API, which even when available can be expensive to implement.
With Robotic Process Automation (RPA) and UiPath Enterprise RPA platform, IVRs can be connected to any system, drastically expanding IVR fulfillment capabilities to gather information and perform actions across a plethora of systems from on-prem mainframes to virtualized systems to cloud-based web services. Increasing the success rate of customer requests being fulfilled by the self-service IVR frees your contact center agents to work on more complex customer issues.
This is a companion discussion topic for the original entry at https://www.uipath.com/community/rpa-community-blog/uipath-amazon-connect-contact-center-automation-tutorial