Case Study: TaskUs achieves 105% AHT improvement and boosts CSAT with Automation Anywhere’s Automation 360 & AARI

TaskUs crushes AHT goals and improves customer satisfaction with Automation 360 & AARI

TaskUs, a next‑generation customer experience provider, needed to tackle clients’ process inefficiencies—manual multi‑system lookups, poor call flow quality, high average handle time (AHT) and error-prone tasks—that kept teammates from higher‑value customer work. The company sought automation to boost frontline productivity and improve customer satisfaction.

TaskUs’ RPA center of excellence deployed Automation 360 and the AARI front‑office interface, enabling teammates to trigger bots from within their systems to pull customer data and automate repetitive steps. Within a month they exceeded AHT targets (105% improvement), achieved 100% data accuracy, doubled ticket processing capacity, supported 3,000+ teammates, and raised CSAT; TaskUs plans to scale RPA to 25,000 employees and extend automation across functions.

TaskUs

Manish Pandya

SVP of Digital Transformation