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What is RPA?
What is Robotic Process Automation (also known as RPA) uses software robots to perform a list of actions to automate a task. This list of actions is typically created by watching the user perform that task in an application’s graphical user interface (GUI) and then perform the automation by repeating those tasks directly in the GUI.
What are the benefits of RPA?
Deliver great customer experience
Remove the pain points, streamline interactions and increase your response times. Your customers will thank you for a great customer experience, each and every time.
Improved quality
Detailed and repetitive processes are performed to a consistently high standard and speed to reduce the chance of manual errors. And that’s 24/7.
It’s faster
Fast-track processing times and throughput – and increase capacity to manage spikes of high transaction volumes.
Increased security
Minimise staff exposure to sensitive data and whilst RPA manipulates data, no data is stored. Compliance and peace of mind with an audit trail that won’t land you in trouble.
Efficiency savings
Increase productivity and give hours back to the organisation. Free up the people who would have previously had to do those tasks to concentrate on higher value initiatives.
Happy, motivated staff
Liberate staff from mundane and repetitive tasks to work on more intellectually challenging, fulfilling work.
RPA bolsters agent productivity, increases process automation, and helps operations deliver differentiated experiences and uncover new revenue streams.
Key features to look out for
Integration
Integration with enterprise applications is a must. The good news is RPA is extensible too, having the ability to integrate with enterprise applications through APIs, connectors into back-office systems and the use of AI services such as optical character recognition (OCR). RPA allows data to be handled in and between multiple applications. AI-power reduces failures, support and management costs while widening the scope of automation that can be addressed.
Easy to use
RPA should be simple for business users to use, yet have the power needed by IT users to govern. With easy, cloud-based, one-click deployment and rapid drag-and-drop process assembly you should be up and running in hours. The robot is simply installed locally on a Windows desktop and you are away creating a simple process flow. It’s also helpful to be able to scale up (and down) your robots quickly.
Low-code capabilities to build automation scripts
Combining AI-powered RPA with low-code opens up possibilities for entirely new ways of working and automating a far wider range of processes. Together they offer a platform for delivering even greater returns for organisations looking to automate processes at a much lower cost.
Management/insight and deployment efficiency
You need a central point-of-management for controlling your robots, assigning them to tasks and understanding how they’re performing. This gives you the visibility and insight to scale up and down your capacity as you need to.
Dashboards
Tools to create bespoke real time dashboards and reports based on user needs.
Central controller
A central controller to support IT governance and have in-built security and encryption levels.
RPA analytics
Making it easy to look at your existing processes and identifying those that will benefit from RPA. Compare processes and their efficiency before and after deploying your robots.
The speed and accuracy of the robot doctor’s work rate cannot be replicated by a human. Thanks to this automation technology, members of staff have been able to work on other tasks which benefit their experience and bring greater benefits to patients.
Unattended robots
RPA is commonly put to use in the back-office where well-established processes which are ripe for automation can be found, where on-screen interactions are frequently repeated.
The robot is operating entirely on its own, automating an on-screen process from beginning to end. These are commonly known as Unattended robots.
The robot is operating entirely on its own, automating an on-screen process from beginning to end. These are commonly known as Unattended robots.
Attended robots
There are many other exciting use cases being opened up in the front office to deliver a better customer experience (CX). These are known as Attended robots.
People and robots work together. Repetitive tasks are handed off to the robots. When the robots need human assistance they pass it back to the agent. This is starting to be widely used for contact-centre agents to delegate repetitive tasks such as customer address updates for handling by a real-time request to a robot. This frees up the agent to focus on other requirements the customer may have.
People and robots work together. Repetitive tasks are handed off to the robots. When the robots need human assistance they pass it back to the agent. This is starting to be widely used for contact-centre agents to delegate repetitive tasks such as customer address updates for handling by a real-time request to a robot. This frees up the agent to focus on other requirements the customer may have.
Common use cases for RPA
- Answer frequently asked questions, in an instant
- Customer and employee onboarding and offboarding
- Order processing
- User setup and configuration
- Scheduling and tracking
- Data migration, entry and updates
- Processing tasks – claims, loans, returns, complaints
The original booking process requires people to book the best available seats, rather than pick specific ones. In re-seating, some customers were re-booked to better seats, some to worse seats. Most customers have been pleased to know that their event is rescheduled and that we have efficiently and quickly dealt with the process for them.
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