Today’s contact centers are under more pressure than ever. They’re managing high call volumes, rising customer expectations, and increasingly complex systems. In this environment, intelligent automation isn’t just helpful, it’s essential.
At Greenlight, we’ve supported some of the largest contact centers in scaling automation successfully. From identifying the right use cases to rolling out solutions with minimal disruption, we meet teams where they are, whether they’re just getting started or expanding across departments.
How Intelligent Automation Works in Contact Centers
Intelligent automation combines technologies like robotic process automation (RPA), artificial intelligence (AI), and natural language processing (NLP) to streamline both customer-facing and back-end tasks. This means:
- Handling routine inquiries (e.g., billing, password resets, order tracking)
- Accessing and processing data across multiple systems in real time
- Automating manual steps like ticket creation, tagging, and follow-ups
- Integrating with CRM and ERP systems to ensure seamless workflows
By offloading repetitive work, contact center agents can focus on high-value interactions that require empathy, problem-solving, and critical thinking.
Why Contact Centers Are Automating
For Customers:
- Shorter wait times across all channels
- 24/7 availability through digital agents
- More issues resolved in a single interaction
For Contact Centers:
- Routine tasks handled automatically
- Fewer errors in ticketing and data entry
- Greater capacity without increasing headcount
Our Customers Are Seeing Results
Automation is driving measurable value throughout the contact center. Here’s how we’ve helped organizations reduce manual effort, speed up service delivery, and enhance the customer experience:
Application Screening
A large organization was overwhelmed by thousands of daily funding applications. We implemented unattended automation to review each submission against defined criteria and escalate only those needing human input.
Impact:
- 20,000+ hours saved annually
- Time spent on calls reduced for 110 employees
Business Value:
- Reduced backlog
- Faster funding decisions
- Consistent, scalable review process
Identity Theft Screening
As part of a KYC process, a client needed to flag potential fraud cases more efficiently. We deployed automation that integrates with legacy systems and uses rule-based logic to triage identity theft risks.
Impact:
- 20,000+ hours saved annually
Business Value:
- Faster fraud detection
- Reduced manual investigation
- Strengthened compliance posture
Real-Time Profile Updates
Agents were manually updating customer details like names and contact information across multiple systems during inbound calls. Our attended automation now assists in real time, updating all systems simultaneously.
Impact:
- 5-7 minutes saved per call
Business Value:
- Lower average handling time
- Improved data consistency
- Higher first-call resolution
- Better agent focus and efficiency
The Future: Agentic Automation in Contact Centers
Intelligent automation laid the groundwork. The next leap is agentic automation: AI-powered digital agents that operate with autonomy and adapt in real time.
Unlike rule-based bots, AI agents can:
- Make decisions based on real-time data
- Collaborate across systems
- Learn from feedback to continuously improve
Picture this: a digital agent that doesn’t just respond to a billing inquiry, but investigates the issue, applies a credit, sends a confirmation, and updates the record without any human input.
While it’s still emerging, agentic automation represents the next chapter in contact center innovation.
How to Get Started with Automation in Your Contact Center
If you’re new to automation or scaling existing initiatives, here’s where to focus:
- Start with high-volume, low-complexity tasks like password resets or order status checks
- Ensure systems are integrated so agents (human or digital) have full context
- Keep humans in the loop for sensitive or nuanced interactions
- Use data insights to continuously optimize and improve
Small wins can lead to big momentum, especially when the right foundation is in place.
Why Teams Choose Greenlight for Contact Center Automation
At Greenlight, we don’t just deploy automation, we make it work for you. From strategy to execution, every solution is tailored to your unique environment, challenges, and goals.
To help you get the full picture, our partner Senso provides deep operational insights, benchmarking your contact center performance against best practices, industry standards, and your own internal metrics.
Once Senso’s insights are in hand, we help you pinpoint the highest-impact automation opportunities and bring them to life using UiPath’s powerful automation tools. Whether you’re starting small or exploring the next generation of AI agents, our team is ready to support your success every step of the way.
Ready to see what’s possible? Start your proof of concept today.
