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China’s largest mobile operator achieves automation through Laiye: A case study

The telecommunications sector is not only surviving but is thriving in 2020, and this is partly thanks to its continual evolution through the flexible adoption of technological advancements. One of the most recent ways in which many telecom service providers have been advantageously transforming themselves to provide better value is through the implementation of Robotic Process Automation (RPA), a new key trend that is radically reshaping the industry.



China Mobile, a renowned telecommunications provider, had realized RPA's potential for its services early on in the game and moved swiftly to reap its benefits before any competitors. Knowing Laiye UiBot to be a prominent RPA + AI firm which holds a reputation for consistently delivering outstanding results, China Mobile trusted Laiye to incorporate RPA into some of its business areas. The major mobile operator felt there was a myriad of business processes in the customer service area which would considerably benefit from automation – for the satisfaction of both the customers and the employees.


China Mobile discovered that the front-end operations can be fully implemented and although business processes are somewhat complicated, they were still within the capabilities of Laiye UiBot.


Before RPA implementation, employees were burdened with manually performing each step on a repetitive basis (Not unlike a robot). First, they would need to open the software which dealt with customer information before typing in the necessary log-in credentials to access the system. They would then have to navigate to the correct menu and filter the heaps of data by priority order. Next, they were required to open each customer query individually and scan through the masses of information to obtain the relevant content. Each and every task had to be managed on an individual basis, and this was understandably said to be quite draining.

Thankfully, Laiye UiBot simplified it all by shouldering the tedious processes, making everything speedier and error-free while bringing smiles to the faces of customers and also the employees. After deployment of RPA, all the staff had to do was simply enter the business processing system, check the status of the customer's query and identify whether any changes needed to be made before proceeding accordingly. Afterward, the staff would send a quick notification email to the customer and then record all the details into the system.


Laiye UiBot was a worthwhile investment for China Mobile. RPA is beginning to have a strong presence in the telecommunications sector, and for a good reason, too. It's the latest technological solution that continues to deliver promising results, helping enterprises boom in the modern era of digital transformation.


About Laiye


Founded in 2015, Laiye helps businesses achieve more, reach their full potential, and transform into smarter, more effective, efficient, productive enterprises. Laiye helps businesses and people realize their full potential by optimizing the human-machine collaborative alliance with sophisticated, dynamic, productivity-enhancing digital "workforce solutions". Laiye delivers the deepest, most advanced AI/RPA/NLP solutions to help businesses become more efficient, effective, agile, and successful. And it frees people to focus on meaningful, innovative, mission-critical initiatives.


Core technologies include robotic process automation (RPA), process mining, natural language processing (NLP), conversational intelligence, text recognition, and image recognition.


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