Automation in Bot support reduces average handle time for logistics provider

Managing manual monitoring

As a global leader in logistics, the client is continuously on the lookout for solutions to reduce timelines and boost efficiency. They had deployed 100+ bots in production, which were monitored 24×7. However, the monitoring was a manual process that led to a high average handle time (AHT), increased mean time To investigate (MTTI) and reduced mean time between failures (MTBF). This also required staffing to cover a 24×7 working window.

Automate to accelerate

Eviden deployed its Bot Command Center to provide a centralized, automated monitoring solution for bots. The underlying platform  uses AI-based models for automated issue identification and remediation with the option to call a human operator when automated remediation is not available.

The solution also provides dashboards showing operational and business KPIs, providing real-time updates of the RPA solution.

Bots to the rescue

The solution resulted in 30% lesser average handling time, 60% reduction in MTI and 40% increase in MTBF. It also eliminated the need to have a support team available 24×7.

Why Eviden

Eviden has a proven expertise delivering intelligent automation and has strong partnerships with leading commercial automation products including Automation Anywhere, Blue Prism, Celonis, Microsoft, Signavio and UiPath. In addition, we have a leading portfolio of IP-based tools and accelerators that deliver value to your business.

The client

A premier package delivery company and leading provider of global supply chain management solutions that operates one of the largest airlines and one of the largest fleets of alternative fuel vehicles.