A framework for robotic process automation (RPA) for the first-line resolution of customer queries -

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SU+@ StrathmoreUniversity LibraryElectronicThesesandDissertationsThisworkisavailedforfreeandopenaccessbyStrathmore University Library.Ithasbeenacceptedfor digital distribution byanauthorizedadministratorofSU+@StrathmoreUniversity.Formore information,pleasecontact[email protected]2020Aframeworkforroboticprocessautomation(RPA)forthefirst-lineresolution of customer queries: a case studyof Safaricom.Muriithi, Kevin WachiraFaculty of information technologyStrathmoreUniversityRecommendedCitationMuriithi, K. W. (2020).A framework for robotic process automation (RPA) for the first-line resolution ofcustomer queries: A case study of Safaricom[Thesis, Strathmore University].Followthisandadditionalworksat:
A Framework for Robotic Process Automation (RPA) for theFirst-line Resolution of Customer Queries: A Case Study ofSafaricomByKelvin Wachira Muriithi111775A Thesis Submitted to the Faculty of Information in partial fulfillment of the requirements forthe award of the Degree of Master of Science in Information Technology (MSc. IT)Master of Science in Information TechnologyStrathmore University26 June 2020
iiDeclaration and ApprovalI Kelvin Wachira declare that this research has not been previously submitted to any otherUniversity for the award of a Degree in Master of Science in Information Technology.Student Name: Kelvin Wachira MuriithiSign: ________________________ Date: ___26thJune 2020_____Supervisor’s Name:Dr. BernardShibwaboSign: ________________________Date: _____26thJune 2020_______
iiiAbstractCustomer support is important for every institution, be it profit-making or non-profit making.Better services save money, complains and time. Big companies with millions of customers, strivesto provide better customer care support due to the high number of customers. They have alwaysfound themselves not achieving the kind of support that their customers want. The biggestchallenge that such companies with large customer base face in their customer care department, ishaving enough workforce to respond to customer queries. Keeping on employing new staff doesnot solve the problem fully as there is a limit to how many employees the company can be able tosustain beyond which the company running cost will exceed the returns. Therefore, this researchproposed to solve this challenge by developing a framework for Robotic Process Automation thatwould enable the creation of a digital workforce to augment the human workforce available forfirst-line customer query resolution.The main literature that was supporting this research wasprevious frameworks on RPA.These frameworks do not address customer query resolution, arespecific to a given technology and hence not adaptable to different technology. The existingframeworks are also specific to processes and companies which makes them inapplicable tochanges in process or company. This research developed a framework that guides theimplementation of RPA for customer care department. The framework is not specific to any

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Term
Winter
Professor
NoProfessor
Tags
Customer relationship management, RPA

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