Challenge

A large utility company needed to find a more efficient way of closing system-generated exceptions.

Solution

In an industry-first Robotic Process Automation implementation, Infosys implemented AssistEdge as an automation lever with Oracle Utilities Customer Care and Billing (CC&B) to enhance productivity and reduce cycle time.

Find out more about how we can use automation to boost your efficiency.

Outcomes

  • Estimated savings of 3300 people hours
  • 20,000 exceptions automatically handled per month
  • Abandoned customer service calls reduced by 6%
  • Average handling time for exceptions reduced by 86%