Our Futuristic Family
Posted on November 14, 2017 by Matt Louden
In today’s digital business environment, robots are helping businesses get more work done than ever before. Pinch yourself if you want to, but this isn’t a dream or some weird, sci-fi-themed movie. Whether they’re driving cars through 20,000 different tests or assembling online grocery orders in a matter of minutes, bots and Robotic Process Automation (RPA) are here to stay.
If you’re not familiar with RPA, it’s a supplemental technology that allows enterprise IT to connect to third-party systems without a costly, time-consuming integration or a labor-intensive swivel chair process. While a direct integration does have its own benefits, RPA streamlines global mobility programs by minimizing (if not eliminating) human errors, automating repetitive tasks, and delivering data whenever it’s needed.
As a Mobility Management Platform (MMP) that facilitates more than 7,200 customer interactions; creates, processes, and closes more than 3,700 mobility-related activities; and performs more than 83,000 billing data transformations every day, saving time and automating repetitive tasks sounded like music to MOBI’s ears. So, we rolled up our sleeves and got to work.
Meet the Mobots
Several months (and hundreds of development hours) later, Mobots, MOBI’s fleet of RPA-fueled bots, were ready for action. Though each bot does something different (just like any group of employees), Mobots essentially connect our customers’ mobility programs with adjacent systems to facilitate predictable, automated, and error-free interactions. These next-gen enterprise mobility helpers migrate repetitive, labor-intensive tasks to machine-learned processes, allowing employees to focus more of their workday on strategic tasks instead.
Want to learn more about each member of the Mobot family? Let’s look at each bot and how it helps our customers’ enterprise mobility efforts!
Audrey provides interactive web chat support for end users that need help or have questions about their mobility program’s policies Currently, she handles 15% of MOBI’s total live web chat volume.[tweet]
As a standard feature of the MOBI Service Desk’s live web chat offering, Audrey is the talkative, user-friendly face of our Mobots family—she provides interactive web chat support for end users that need help or have questions about their mobility program’s policies. Currently, Audrey handles 15% of MOBI’s total live web chat volume.
Audrey assists mobile employees through a built-in natural language processor, meaning she learns from past conversations and uses that knowledge to figure out the intent of any new request. This also means that a simple command (or typing any one of approximately 250 curse words) automatically sends her web chat to a human support agent. Pretty cool, huh?
Unlike Audrey, Johnny doesn’t do much talking. He does do a lot of other things, however, like placing device orders, making monthly plan and feature changes, disconnecting lines of service, and automating pretty much any other common carrier-related task you can imagine. What a talented guy!
With Johnny’s help, MOBI reduces average carrier transaction times from several minutes to just a few seconds. That’s how he made quick work of more than 5,000 carrier activities in October.[tweet]
With Johnny’s help, MOBI reduces average carrier transaction times from several minutes to just a few seconds while simultaneously removing the potential for human data entry errors. That’s how Johnny made quick work of more than 5,000 carrier activities over the course of October.
Do robots have friends? We’d like to think so, and partnerships like Johnny and Otto give us hope. Anytime Johnny automates a carrier activity, Otto is ready and waiting to finish it up in the MOBI software.
As our communication parser bot, Otto sifts through email inboxes to find third-party confirmation numbers and shipping information attached to Johnny’s activities.[tweet]
As our communication parser bot, Otto sifts through email inboxes to find third-party confirmation numbers and shipping information attached to Johnny’s activities. Once he’s able to track this data down, he records these communications into each activity’s notes section, closes the activities out, and automatically alerts relevant managers and end users of any changes.
Last and certainly not least is Mikey, MOBI’s billing data collection bot. While his job may not sound very exciting on the surface, everybody loves him because he helps save money. Mikey collects and delivers billing data from hundreds of global third-party systems into MOBI’s Mobility Management Platform (MMP) without breaking a sweat.
Mikey imports more than 800 reports across 30 carriers in nearly 20 countries every month—eliminating more than 120 hours of work for our Expense Management Team.[tweet]
For any monthly wireless carrier, vendor, or external partner bill our customer has, Mikey works hard to validate and optimize every charge. That means actionable expense savings recommendations made available well before each billing cycle ends. So far, Mikey imports more than 800 reports across 30 carriers in nearly 20 countries every month—eliminating more than 120 hours of work for our Expense Management Team. When he’s able to deliver accurate billing data on time, Mikey likes it.
Want to learn more about Mobots and how we’re using RPA technology to streamline mobility program management? Don’t take my word for it—check out our Mobots presentation video from Untethered 2017 today.