Robotic process automation firm Automation Anywhere Inc. is bringing its smarts into contact centers, helping call center agents become more efficient by quickly surfacing the information they need to handle customer calls.

Automation Anywhere is widely considered one of the leaders in the fast-growing RPA market, valued at north of $6.8 billion. The company’s Automation 360 platform enables companies to create artificial intelligence-based robots that can assume numerous repetitive manual tasks in a business that are normally performed by human workers.

The bots work by observing how humans carry out these tasks, which might including copying records to and from different business applications, for example. They teach themselves how to replicate these workflows so they can be automated in future.

Now, the company is hoping to implement those robots in enterprises’ call centers with today’s launch of Automation Anywhere for Contact Centers.

Automation Anywhere reckons the contact center is ripe for RPA, noting how customer service agents generally have to engage with customers through multiple channels such as the phone, text messages, chat, social media and the like. At the same time, agents need to navigate various apps, data sources, how to guides and other systems to find the information they need to deal with each customer.

Automation Anywhere for Contact Centers is meant to eliminate much of that hassle by helping agents to find, retrieve and update information quickly, with the aim of speeding up service delivery and reducing hold times. The solution works by automating connections across multiple systems of record, including customer relationship management platforms and each customer’s interaction and payment history. It also integrates with authentication systems to help identify and then provide the agent with a complete view of each customer.

With this complete picture, and access to all the information they need at their fingertips, Automation Anywhere says, agents will be better able to address more complex inquiries accurately. To help with this, the solution even provides AI-based recommended next-best actions. It also helps virtual agents go beyond answering simple questions and actually resolve many customer problems without the need for human intervention, the company promised.

As Automation Anywhere Chief Operating Officer Mike Micucci explained, “The last thing today’s leading brands want to do is ask a customer to ‘hold please,’ while their service teams scramble to find account details, order history or other information they need to solve a customer problem.”

The company said early adopters of Automation Anywhere for Contact Centers have already seen dramatic reduction in customer response times.

Manish Pandya, senior vice president of Digital Transformation at TaskUs Inc., an outsourcing company that handles content moderation for companies including Facebook Inc., said his firm was able to improve average customer call handling times with superior outcomes. “By automating account verification, case summary notes, next-step guidance, and post-call follow-up, we’ve improved the customer experience,” he said.

Automation Anywhere said its Contact Centers offering is available now.

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