Contact Centre, CRM, and AI & Automation.

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Dear Philip

Thank-you for your email received on 27^th January 2023 requesting
information which has been processed under the Freedom of Information Act.
Your request has been considered in accordance with the requirements of
this Act. I can confirm that the Trust is holding records that are
relevant to your enquiry.

Request Response
Dear Royal United Hospitals Bath NHS We don’t have a contact centre
Foundation Trust,

1. Contact Centre – target to
organisations we know have a CC a. Do you
have a customer/ citizen facing contact
centre? If not please skip these
questions.

b. Do you employ and manage your own
agents, or do you outsource to a third
party? If you outsource who to?

c. How many contact centre agents do you
have?

d. Do agents work from home? Or just your
offices?

e. Please confirm the manufacturer of your
contact centre system(s) that are
currently in place?

f. When is your contract renewal date?

g. Who maintains your contact centre
system(s)?

 
2. CRM N/A

a. Do you use a CRM in the contact centre?
What platform is used?

b. Do you use the same CRM for the rest of
the organisation? What platform is used?

c. Do you use a knowledge base / knowledge
management platform? What platform is
used?

 
3. AI & Automation We have just started our RPA
journey and don’t have any live
a. Does your organisation have a customer as  yet.
or citizen facing chatbot? If so, who
provides this chatbot technology?

b. Does your organisation utilise RPA
technology? If so which RPA technology
provider do you use?

I trust that this information provides you with a suitable response to
your enquiry. If not and you feel that your request has not been
satisfactorily answered, then the Trust has an internal review procedure
for dealing with complaints received under the Freedom of Information Act
2000 whereby your case is presented to the Chairman for an independent
review/decision.  Alternatively, you do have the right to complain to the
Information Commissioners Office after any internal review procedure has
been exhausted. The Information Commissioners Office is an independent
body that enforces the Freedom of Information Act, the General Data
Protection Regulation and the Environmental Information regulations. The
address of the Information Commissioner is Information Commissioners
Office, Wycliffe House, Water Lane, Wilmslow,  Cheshire  SK9 5AF

If I can be of any further assistance, please do not hesitate to contact
me again.

Julie Clark

FOI Co-ordinator

Information Governance

Health Informatics Service (E5)

Apley House

Royal United Hospitals Bath NHS Foundation Trust
Combe Park, Bath, BA1 3NG

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