Automation Anywhere sets a new pace in customer support with agentic operations
Automation Anywhere reported a major step forward in how it runs support: AI agents working with human engineers to resolve issues faster, cut costs, and raise customer satisfaction. The headline metric is hard to ignore-83% faster resolution times on cases handled autonomously.
If you lead a support team, this isn't theory. It's a blueprint for building always-on service that scales without drowning your engineers.
What changed inside their support org
The company applied its Agentic Process Automation (APA) platform across technical case resolution, premium support, and knowledge management. Autonomous and assisted agents now work alongside engineers, orchestrated end-to-end to keep cases moving without handoff friction.
The outcome: 32% of technical support cases are now fully resolved by digital agents, and human engineers focus on higher-complexity work.
Results that matter to support leaders
- Resolution speed: 83% faster on autonomously resolved cases.
- Self-service and deflection: 41% case deflection and a 60% lift in knowledge base attach rates.
- Knowledge adoption: 100% adoption across engineers and digital agents.
- Digital community: 75% year-over-year increase in forum best-answer rates.
- Customer experience: CES improved by 3.5%, CSAT steady at 9.4.
- Loyalty and ROI: NPS up 12% to +56, with a 6.7x return on investment.
- Operational strength: Escalations down 69% and agent efficiency up 83%, earning an "Optimized" ranking in the TSIA benchmark.
How the agentic model works (in practice)
- Autonomous agents triage, diagnose, and resolve standard cases end-to-end.
- Assisted agents prep context, summarize threads, and recommend next actions for engineers.
- AI-driven orchestration routes work, enforces guardrails, and logs every step for compliance.
- Knowledge is a first-class input and output: agents consume it to resolve, then publish updates to keep the system current.
Why this approach is winning
Speed is obvious, but the compounding effect is bigger: fewer escalations, cleaner queues, and engineers spending time where judgment matters. Customers feel the difference-shorter paths to answers, better self-service, and fewer repeats.
For leaders, the model turns efficiency into a durable advantage while keeping quality intact.
Quote from the support leadership
"As our own 'customer zero,' we've proven the impact of Agentic Process Automation in redefining customer support," said Pushpendra Rajput, Senior Vice President of Customer Support at Automation Anywhere. "By surpassing industry benchmarks in efficiency and customer satisfaction, we've demonstrated how autonomous and assisted digital agents are delivering measurable value-resolving issues faster, improving accuracy, and lifting the customer experience."
What you can apply now
- Start with clear swimlanes: define which case types are safe for autonomous resolution, and which stay assisted or human-led.
- Treat knowledge like product: enforce contribution standards, automate article suggestions, and close the loop on article gaps after every case.
- Instrument the funnel: track attach rate, autonomous resolution %, deflection, time to first action, and escalation triggers.
- Add guardrails before scale: privacy filters, approval flows for knowledge updates, and audit logs on agent actions.
- Rebuild your portal for outcomes: guide users to the fastest path-search, community, or case-based on intent and entitlement.
Where this is heading
Support is moving to a model where digital agents handle the bulk of standard work, while humans own edge cases, relationships, and continuous improvement. The teams that lean in early will ship faster resolutions and calmer backlogs-with better customer sentiment to match.
Level up your team's AI skills
If you're building an agent-assisted support function, upskilling your team is a force multiplier. Explore practical, job-aligned AI training here: AI courses by job role.
About Automation Anywhere: The company leads in Agentic Process Automation and continues to advance AI-first service operations. Learn more at automationanywhere.com.
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