Client:Outbrain
Region:Global
Industry:Media and Digital Marketing Communications
Outbrain transforms the customer experience journey through cutting-edge automation
50%
reduction in support and operation workloads
Millions
of dollars gained annually through focus on strategic tasks
24 hour
reduction in SLAs
Client Overview
Outbrain is a global advertising entity, seeking to match people with relevant content across the web. They cater to a vast array of clients, including brands, agencies, and performance advertisers. Rapid growth and the dynamic nature of the advertising industry introduced challenges, particularly in terms of managing their customer support and operational efficiency. They grappled with an influx of unstructured, free-text customer requests which made it difficult to automate their processes and streamline their operations. Therefore, Outbrain sought a solution that would enhance efficiency, reduce operational costs and assert consistency in achieving their service level agreements.
Unlocking new heights of operational efficiency with advanced automation
Leveraging UiPath Communications Mining™ to transform their Tier 1 support, this enabled Outbrain to model and automate the free-text messages related to customer support, overcoming previous challenges. As a result, support and operational efforts were cut by 50% for two key groups. They further used automation to enhance this process across various tools in their ecosystem. The implementation of UiPath allowed Outbrain to increase their productivity, reduce operational costs, streamline their customer interactions, and strengthen their commitment to service excellence and innovation.
The abilities of UiPath Communication Mining let us, structure the data and transform it into automation. By that, we removed About 50 percent of two different teams until now, 50 percent of their operational work and support and freed up their time to be more efficient.
Ofir Shamri, Director of Information Systems at Outbrain
Outcomes:
Streamlined handling of unstructured customer data, resulting in enhanced efficiency of customer support and operations
Enabled teams to shift focus from routine tasks to strategic initiatives, consequently increasing job satisfaction and productivity
Empowered revenue growth by freeing up teams' time, paving the way for fostering better business relationships and optimizing performance
Additional resources:
Like Outbrain, meet other the 2024 UiPath AI25 Award winners, showcasing the power of AI and automation across industries. Discover how these leading companies are leveraging the UiPath Platform™ to drive innovation, improve efficiency, and redefine success.
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