Shorter customer service queues
Korbot has been operational since the 5th of July and has processed approximately 700 applications. According to Web Architect Laura Aatola, the digitalisation of the library card application process has shortened queues at libraries’ customer service desks. “Filling in a library card application at the customer service desk takes ten to fifteen minutes. If the customer has applied for the library card electronically and Korbot has processed the application, issuing the card at the desk takes about one minute. We can control the robot through an Excel file and do things like change the contents of the text message it sends to customers.”
This means that the most significant time savings are achieved through customers applying for their new card electronically. If all the card applications processed by Korbot had been processed by customer services instead, fulfilling them would have taken a total of approximately 116–175 hours. Processing 700 electronic applications without the help of robotic process automation, on the other hand, would have taken approximately 5–7 minutes per application, amounting to a total of 58–81 working hours. The more customers submit their applications electronically, the more staff time is saved. “Instead of spending their time on routine tasks, library staff are freed up to advise customers,” Aatola says.
Web Architect Laura Aatola has worked closely with Digia in the deployment of the software robot. Aatola is the administrator of the Pirkanmaa libraries’ customer information system.
Photograph: Hanna Porrassalmi, City of Tampere