Use Cases


Use Case: Account Owner Change


An oil and gas multinational company with operations in 79 countries


Needed to streamline the address change process

  • Over 80 agents process 15,000 requests a month
  • High error rates


  • Attended automation assists agents by providing a consolidated user interface to gather required customer data, to automatically create a new account in CRM and conduct a meter check
  • 4 Automation robots handle owner change requests in CRM
  • Agents are now free to address other customer needs


  • Reduced agent handle time from 11 minutes to 1 minute
  • Reduced total handle time by half
  • Eliminated all data input errors
  • Freed agents from repetitive, time-consuming tasks to focus on higher value activities