Compared to long-standing process automation technology, RPA offers a broader, more intelligent route to automating repetitive business processes. RPA is a logic-based bot that relies on structured data and is driven by pre-existing, set business rules. This is in contrast to artificial intelligence (AI) and machine learning algorithms which are better at dealing with open-ended questions, but more taxing to implement.
Nonetheless, RPA typically operates as an independent application that can connect across enterprise systems, implementing elements of more advanced computing logic such as AI to overcome many of the constraints imposed by legacy process automation.
RPA can also overlap with human efforts, augmenting existing processes that were previously fully handled by manual steps. This aspect of RPA is particularly relevant when it comes to customer service automation. In fact, there are two types of RPA:
So, RPA is a flexible enterprise-spanning automation approach that can deliver time and money-saving results wherever a process is well-defined, data-intensive and involves high transaction volumes.
“53% of respondents have already started their RPA journey. This is expected to increase to 72% in the next two years. If this continues at its current level, RPA will have achieved near-universal adoption within the next five years.” According to Deloitte’s survey.
Just like process automation in the broad, the benefits of RPA are not hard to see. Of course, RPA goes beyond decades-old process automation by simply being easier to set up and apply and by operating on a more flexible, more intelligent basis. In turn, RPA brings the following benefits:
Overall, RPA is a shortcut to effective process automation that is independent of existing systems and platforms and which can be applied to a wide range of businesses cases.
The benefits of RPA adoption are significant. Payback was reported at less than 12 months, with an average 20% of full-time equivalent (FTE) capacity provided by robots. RPA continues to meet and exceed expectations across multiple dimensions including: improved compliance (92%), improved quality/accuracy (90%), improved productivity (86%), cost reduction (59%), according to Deloitte.
The global pandemic has also spurred the acceleration of adopting RPA tools. From processing loans in the banking industry to assisting with handling coronavirus tests, RPA has supported the businesses behind the scenes. Despite the COVID-19’ economic pressure on various industries, the RPA trend is not going anywhere and is expected to continue in 2021 and beyond.
Customer service automation is a typical use-case of RPA as many companies deal with customers on a range of predictable, repetitive requests. Where can RPA be of use in a customer service environment? The example can be a software robot applied to improve client support in logistics and transportation. A robot can provide and accurate answers to numerous customer questions. "Where is my package?' or "How can I change my delivery details? – a chatbot can easily process such type of requests, without taking up valuable time of 'live' customer services teams.
68% of service leaders indicate that software robots and VCAs will be more important in the next two years, according to Gartner. Service centres should seriously be considering how this technology could be integrated into current operations, in both customer-facing and rep-facing systems.
Thanks to RPA many enterprises are reducing the need for expensive staff members to deal with mundane customer care requests while lifting customer satisfaction thanks to the more reliable and faster service that RPA offers.
Learn more about the new wave of AI-powered data analytics in our blog: Accelerating Enterprise Insights with Augmented Analytics
Earlier in this article, we outlined how RPA does not involve the wholesale redesign of processes, nor widescale changes to existing systems. Instead, RPA can be applied on top of existing ways of working. Talk to the software development experts at ELEKS to see how robotic process automation can enhance your customer service experience.
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