INNOVATIVE SOLUTIONS FOR IMPROVING AND AUTOMATING BUSINESS PROCESSES FOR CUSTOMER CARE IN TELECOMMUNICATION SECTOR – EMPIRICAL EVIDENCE FROM SELECTED COUNTRIES

Abstract

: The effects of ERP and CRM systems in support of cus - tomer care processes have revolutionized the way data is collected and pro-cessed. In recent years, new innovative technologies have appeared that have the capacity to make an even bigger revolution. These are technologies for automating processes with robotics, speech recognition and natural language processing. These forms of automation aim to automate business processes to improve operational efficiency, reduce costs, and reduce the time employees spend performing repetitive tasks and processing huge amounts of data from different systems. Since the aforementioned structured and manual processes can be performed by robots, employees could focus their time and effort on performing analytical and creative tasks, thereby increasing the added value of business activities. In this paper, the aforementioned types of automation of business processes in the customer care department in the telecommunication sector are analyzed. In order to investigate customer satisfaction with the presented innovative solutions for the automation of business processes for customer care in the telecommunication sector in the Republic of North Macedonia and Austria, a survey was conducted through a specially designed questionnaire for the purposes of this paper.