Eliminate Manual Steps in Every Customer-Facing Process
AI-powered workflow automation identifies and eliminates the manual, repetitive steps in customer service processes — routing, classification, data entry, status updates, and fulfillment triggers — reducing handle time, improving accuracy, and enabling agents to focus on the interactions where human judgment adds value.
What RLM Delivers on Workflow Automation
Most contact center handle time is consumed by non-value-adding activities: copying data between systems, looking up account information, manually routing tickets, and updating case records. Workflow automation eliminates the manual work so agents spend more time actually helping customers.
How We Approach Workflow Automation
Every Workflow Automation engagement starts with what you have today and ends with something running in production — with independent evaluation in between.
Process Discovery & Automation Mapping
We analyze your agent desktop recordings and process flows to identify the specific workflow steps consuming the most time — and assess each for automation potential based on rule clarity, system integration feasibility, and error tolerance.
RPA & AI Integration Design
Some workflow steps are fully automatable with RPA; others require AI judgment for classification or routing. We design the hybrid automation architecture that combines rule-based RPA with AI intelligence where judgment is needed.
Desktop Automation Platform Evaluation
We evaluate agent desktop automation platforms — NICE RPA, Automation Anywhere, Blue Prism, UiPath — against your agent desktop environment, system landscape, and automation objectives.
Quality & Exception Handling Design
Automated workflows fail gracefully when exceptions occur. We design the exception detection, human fallback, and error logging processes that maintain service quality even when automation encounters unexpected scenarios.
Workflow Automation Selection Criteria
What follows is the Workflow Automation evaluation checklist we actually use — the criteria that predict outcomes rather than demo well.
Process Coverage Breadth
How many of your agent's manual workflow steps can be automated? Evaluate coverage against your specific systems — legacy CRMs, custom applications, and web-based tools all have different automation accessibility.
Automation Accuracy & Error Rate
Automated data entry and system interactions must be highly accurate — errors in customer records, routing decisions, or fulfillment triggers create serious downstream problems. Validate accuracy on your actual systems.
Handle Time Reduction
The primary ROI metric for workflow automation. Evaluate expected handle time reduction against your current handle time composition — what percentage is automatable manual work?
Integration with AI Decisioning
Automation that incorporates AI classification — automatically routing interactions based on intent, sentiment, or customer segment — delivers more value than pure rule-based automation. Evaluate AI decisioning integration.
Change Resilience
Desktop automation breaks when application UIs change. Evaluate how the platform handles UI changes — intelligent element recognition vs. brittle coordinate-based automation — and the maintenance burden this creates.
Agent Experience
Automation that works well technically but creates a confusing or interrupted agent experience will see low adoption. Evaluate the agent desktop experience with automation enabled across your specific workflows.
"What set RLM apart was that they didn't have a preferred answer. They evaluated our options honestly and told us what they actually thought."
We are paid by the provider you choose, which means we have no reason to steer you toward any particular one.
Where This Matters Most
Sector-specific considerations we see repeatedly in ai and automation engagements.
A Sample of the AI & Automation Providers We Evaluate
RLM is vendor neutral. These are among 600+ providers in our evaluation set — inclusion here is not an endorsement, and we are paid by the provider you choose, not by any provider in particular. How that works →
Ready to Get Workflow Automation Right?
Start with a no-cost conversation with an RLM AI advisor — vendor neutral, no agenda, just clarity.
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