When overwhelmed with customer support requests, prioritize automating processes with RPA that are high-volume, repetitive, and time-consuming. Start with tasks like ticket categorization, data entry, or routine inquiries—areas where automation can instantly free up your team’s bandwidth. Focus on processes with clear, structured workflows that don't require complex decision-making, ensuring faster implementation and immediate impact. By automating these tasks first, you can improve response times, reduce errors, and allow your team to focus on resolving more complex customer issues, driving both efficiency and customer satisfaction.

Based on my decade long experience on SAAS industry, considering below key points will help: 1. Identify high-volume, repetitive tasks: Automate routine queries that consume a large portion of support time but don't require human intervention. 2. Focus on processes with clear, structured data: Start with tasks where data is easy to access and follow clear rules, such as ticket categorisation or routing. 3. Target areas with immediate impact on response time: Automate processes that can quickly reduce response and resolution times, improving customer satisfaction. 4. Prioritise tasks prone to human error: Automate tasks where mistakes frequently occur, ensuring consistency and accuracy in customer support operations.

To prioritize which customer support processes to automate with RPA, follow these steps: Identify Repetitive Tasks: Focus on high-volume, repetitive tasks such as ticket categorization, data entry, or FAQ responses, which consume significant time. Evaluate Complexity: Choose tasks that are simple and rule-based for initial automation, ensuring easy implementation and fast results. Assess Impact: Prioritize processes that will have the most immediate effect on reducing workload and improving response times. Analyze Resource Usage: Automate tasks that free up your team for higher-value work, like resolving complex customer issues. Pilot and Scale: Test automation on one or two key processes before scaling further.

✅Prioritize repetitive, high-volume tasks like data entry or routing tickets. ✅ Focus on processes with clear rules to minimize implementation complexity. ✅Target tasks with high error rates to improve accuracy and reduce rework. ✅Start with low-risk processes to pilot RPA effectiveness before scaling. ✅ Continuously assess ROI to refine future automations.

Para que você possa criar priorizações é importante que você crie métricas objetivas e conectadas com a estratégia da companhia. Isso pode evitar muitos questionamentos na hora da priorização e pode até evitar o crescimento indiscriminado da fila de automações, pois as pessoas tendem a avaliar o próprio processo e por vezes entendem que ainda não faz sentido a automação do processos deles. E não vai existir métrica padrão, se a empresa tem a estratégia para aquele ano de rentabilidade uma métrica que pode ser usada é o retorno financeiro da automação, e o payback do investimento nessa automação, por exemplo.