Case Study: CXP achieves better customer experience with UiPath automation

Revolutionizing customer experience with software robots

CXP, a UK-based outsourced contact center provider for major brands, needed to help agents quickly access customer data scattered across legacy systems so they could improve response times and personalize service. To address this, CXP chose UiPath and began using software robots, supported by its partner VKY Intelligent Automation, to streamline contact center workflows and reduce the burden on agents.

UiPath helped CXP deploy attended robots to surface information to agents in real time, with plans to expand into unattended robots and chatbot-based self-service. The results have been significant: 14 robots automated 158,400 tasks, saved 13,200 staff hours, increased data accuracy by 18%, reduced average customer calls by 35%, and boosted Trust Pilot ratings by 52% on average.

CXP

Stephen Coia

Commercial Director