Tag Archives: robotic process automation

Robotics

RPA is all set to be the future of customer service

RPA or Robotic Process Automation is an upcoming technology with the potential to drastically improve customer service in the future. RPA involves using robots to automate repetitive tasks which are currently being performed by human employees. This can free up time for employees to perform more value-added tasks such as problem-solving or interacting directly with customers.

RPA has the potential to improve efficiency and accuracy in customer service operations, as well as reduce costs. In the future, RPA is likely to play an increasingly important role in customer service as businesses look for ways to improve efficiency and reduce costs.

How RPA has emerged as a technology that has the potential to transform customer service.

RPA or robotic process automation is increasingly being used in customer services across various industries.

RPA can help customer service representatives (CSRs) by automating repetitive, low-value tasks such as providing product information, researching and resolving customer inquiries, raising tickets, and closing cases.

This allows CSRs to focus on more complex and value-added tasks such as relationship building and upselling.

RPA can also help to improve customer satisfaction by reducing waiting times and processing errors.

In addition, RPA applications can be used to generate real-time reports on customer interactions, allowing organizations to identify areas for improvement. Ultimately, RPA can play a vital role in enhancing the efficiency and quality of customer service operations.

RPA can not just improve but transform customer service

RPA or Robotic Process Automation is an emerging technology that has the potential to not just improve, but also transform customer service.

RPA can help businesses automate their customer-facing processes such as providing answers to frequently asked questions, addressing customer complaints and queries, and processing customer orders and requests.

RPA can also be used to gather data from various sources to provide a 360-degree view of the customer.

In addition, RPA can help businesses improve their first contact resolution rate and reduce their average handling time.

RPA has the potential to not just improve customer service, but also to revolutionize it. RPA can help businesses provide a better customer experience by providing faster and more accurate responses to customers, as well as freeing up human agents to focus on more complex tasks.

Case Studies of RPA being implemented in businesses to improve Customer Services

There are many businesses that have successfully implemented RPA in their customer service operations. Here are a few case studies of businesses that have seen success with RPA in customer service:

In one such case study, a business that has successfully implemented RPA in customer services can provide valuable insights into how other businesses can utilize RPA to improve their customer service.

This case study will examine the example of a large retail chain that was able to use RPA to streamline its customer service operations.

The retail chain had previously been using a traditional call center model, which was becoming increasingly expensive and inefficient.

After implementing RPA, the retail chain was able to reduce its call center costs by 50%. In addition, the retail chain was able to reduce the average handle time for customer service calls by 30%. As a result, the retail chain was able to improve its customer satisfaction levels and reduce its operating costs. This case study demonstrates how RPA can be used to successfully improve customer service operations.

These case studies show that RPA can be highly effective in customer service operations. Businesses that implement RPA can expect to see significant improvements in efficiency and quality.

The above case study is certainly not a sole case. There are other instances as well.

1. A large telecommunications company implemented RPA in its call center operations. The results were impressive: the company was able to reduce average call handle times by 30%, while also increasing first-call resolution rates by 20%.

2. A leading insurance provider implemented RPA in its claims processing operations. The results were impressive: the company was able to reduce the processing time by 50%, while also increasing accuracy rates by 90%.

3. A major online retailer implemented RPA in its order management system. The results were impressive: the company was able to reduce the order processing time by 60%, while also increasing accuracy rates by 95%.

Other Advantages of RPA in Customer Service

Besides improving efficiencies and taking over redundant tasks, companies implementing RPA has added advantages such as follows

1. Increased Customer Satisfaction

One of the primary advantages of using RPA in customer service is that it can help to increase customer satisfaction. RPA can automate repetitive tasks such as data entry and customer service inquiries, which can free up customer service representatives to provide more personalized assistance. Additionally, RPA can help to ensure that customers always receive the same high level of service, regardless of who they speak to.

2. Reduced Costs

Another advantage of using RPA in customer service is that it can help to reduce costs. RPA can automate many of the tasks that are typically performed by customer service representatives, which can lead to a reduction in the number of employees needed. Additionally, RPA can help to improve efficiency and accuracy, which can lead to fewer mistakes and lower costs.

3. Improved Customer Retention

In addition to increased satisfaction and reduced costs, using RPA in customer service can also help to improve customer retention. RPA can help to ensure that customers always have a positive experience, which can make them more likely to continue doing business with a company. Additionally, RPA can help companies keep better track of their customer’s needs and preferences, which can make it easier to tailor services and products to their individual needs.

How to get started with RPA in customer service?

RPA is an emerging technology and very few implementing companies such as Datamatics actually have the required resources and competency to successfully implement RPA inCustomer service. These companies will ensure proper and seamless implementation.

You as a client to these implementers need to make sure about the goals you want to achieve after the implementation of RPA.

First, it is important to identify which processes would benefit most from automation. RPA is most effective when used to automate simple, rules-based tasks.

Once you have identified potential candidates for automation, implementers will need to develop a clear plan for implementation.

This plan should include measurable goals and objectives, as well as a timeline for rollout.

Finally, it is crucial to provide training for agents who will be using the new automation tools. Again, this is the task of implementers of RPA.

By following these steps, you can ensure to a successful implementation of RPA in your customer service operations.

While RPA is still a relatively new technology, it has shown great promise in improving customer service operations. Whether you are looking to reduce costs, increase efficiency and accuracy, or improve overall customer satisfaction and retention. Thus, with so many advantages and fields of applications, we can say that RPA is all set to be the future of customer service.

Robotics

How is RPA technology taking the burden off the business world?

Businesses are turning towards more advanced approaches that help them stand in the competitive world. Automation of the repetitive task has always been the talk of the town as businesses need to spend a lot of their time, effort, manpower, and money behind the things that can be a program using technology to accomplish these mundane tasks.

Implementing RPA technology reduces the burden of these small tasks from the business work process to help the workers focus on more innovative jobs.

Based on the survey, 40% of the workers spent 1/4th of their workweek doing repetitive tasks, this increases the opportunities for implementing automation by 70% taking the work productivity ratio to 60% higher.

These numbers are the mirror to the increasing craze of RPA in the business world. So let’s dive deep to understand the terms and its various advantages to the business world.

What is RPA technology?

Robotic process automation is an application designed to automate the business process using the concept of Artificial intelligence technology in the software. The application aims at automating business processes using business logic and some structured daily inputs.

Unlike traditional automation tools, RPA systems analyze the list of actions that the users perform by tracking their interaction with the Graphical user interface (GUI) of the software. This self-learning tool understands the repetitive nature of actions and performs the monotonous tasks that the business users perform on a daily basis.

Implementing the RPA system in the organization can help them with tasks like updating and manipulating data, processing business transactions, sending a notification or reminder, or triggering some automated responses.

The RPA systems cover a wide range of automated tasks, from sending reverts through emails to deploying hundreds of bots that coordinate to perform automation tasks individually.

There are 3 types of RPA technology that works differently in different scenarios;

●    Attended automation:

The attended RPA system requires human involvement to run the process. These systems are used in the front office where a user needs to invoke certain data.

For example, during the customer support call, the RPA system automatically collects relevant customer data from one app to another app to start the process, this helps the employee to focus more on the problem rather than switching between apps for information.

●    Unattended automation :

Unattended automation doesn’t require any human involvement and is fully automated. These systems are capable of performing high-volume transactions and back-office work that could replace the need for human effort.

These RPA systems are powerful and intelligent enough to have decision-making capabilities and are self-learner to draft their next step.

●    Hybrid automation :

Hybrid automation combines the capability of both attended and unattended RPA systems. Here the processes need human involvement at the initial stage, once the system enables the same task, the unattended bots start working to complete the process.

The attended bots do some process and shift some of its load to unattended bots to form a full-fledged RPA system.

Moving forward let’s look into the advantages these RPA features provide in a different industry.

Industries where RPA technology can act as a boon

The automation process is indeed an integral need for every business, below are some of the examples of business automation process implementation in various industries.

  • RPA helps retail business brands like Walmart with their everyday office tasks like digitization of documents, answering employee questions and retrieving useful information from documents, this helps a lot to the company to manage backend service processes.
  • The airline industry leverages the RPA system by automating processes like airline ticket cancellation and refund process. It also helps the airline staff with expense management and generates recommendations for rebooking in the scenario where airlines are off the operations.
  • RPA plays a huge role in the Healthcare industry, whether its a hospital, a pharmacy, or an LTC home, the automation processes play a vital role in each of these aspects. Appointment scheduling, sending checkup reminders, insurance management, prescription ordering, and invoice processing, the system automates each of these tasks to streamline the work process of the huge industry.
  • The finance and the banking industry too involves a great amount of rule-based repetitive tasks where a banker has to enter small details about their customers, fill forms, check upon the compliance and much more. These tasks have to be accomplished very carefully to ensure no human error occurs to get the customer into trouble. The RPA system helps this industry with these minor but valuable tasks to give their customers good banking experience.

What benefits does RPA provide to businesses?

RPA helps businesses to improve in the following areas;

●    Increases work productivity

Implementation of the monotonous tasks by a robot increases its pace of getting things done. As the machine works faster than humans, there is much work done in less time. Moreover, as the system takes over their time-consuming work, they get more free time to work on an essential task that can improve overall company performance.

●    Reduces chances of human error

When done manually, the chances of a human making an error is higher as doing the same task in the loop might increase the chance of a miss. RPA systems reduce this risk factor as the machines are programmed in a way that minimizes human work and errors.

This helps maintain quality and improve the work processes.

●    Saves costs

The amount of input to be processed at a time is higher in the RPA system which reduces the operational costs of the company.

Moreover, machines are capable of replacing humans, which reduces the need for more employees thus makes the cost-cutting more convenient.

●    Improves customer services

Faster and accurate services can change the experience a company could give to its customer. Implementing RPA systems enables the organization to achieve such efficiency in its work process which could ultimately help improve customer retention with its service.

●    Enhances compliance

RPA systems use artificial intelligence and machine learning processes to make their system robust to use. It doesn’t have a vast or harmful integration process but adapts the automation processes in the existing work interfaces and updates the information in the apps accordingly.

RPA is a step to create a productive tomorrow!

Robotic process automation is spreading in the business world, helping the various industries to redefine their work processes. With its efficient learning process, quick data processing ability, and easy integration capability it can help businesses to work more efficiently by freeing them from involvement in everyday repetitive tasks.

So, now the business can take their focus off the small tasks and focus on what’s important for the business, GROWTH.

Author Bio :

Parth Patel is a serial entrepreneur and CEO of SyS Creations – a leading managed IT services firm focused on technology-driven healthcare solutions with a customer-centric, journey-first approach. Operating the IT Infrastructure of Healthcare SMEs and startups keeps him on his toes and his passion for helping others keeps him motivated.

Artificial Intelligence

Artificial Intelligence and process automation in 2020 – Predictions

The development of artificial intelligence (AI) and robotic process automation (RPA) increased rapidly in 2019. This speed will increase further this year.

Envisaged with the potential of streamlining technologies’ workflows and improving customer service, organizations will deploy an increasing number of AI and RPAs. At the same time, the capabilities of these technologies will continue to grow rapidly, and they will increasingly work in areas requiring human intervention.

During 2020, five key trends will shape the AI ​​and RPA area:

Rise of the RPA robot

Existing projects involving the deployment of RPA robots tend to focus on copying existing tasks traditionally completed by humans.

The robots learned a repetitive task and completed it more quickly. While their AI capabilities allowed them to read and understand certain documents, the robots were only able to do this in a very strict, rules-based way.

RPA robots will increase capabilities in 2020

RPA will be more adept at making decisions based on the documents they scan and data from other sources. Using rapidly developing machine learning and artificial intelligence algorithms, robots will be able to work independently and add value to the organization in which they are deployed. It can also be used in more complex processes, including less repetitive and more open to interpretation.

For example, the RPA robot can evaluate each e-mail and determine how to respond or where it should be forwarded within the organization.

Analytics projects will continue to fail

Many applications and IT tools offer far more features and functionality than are used in an organization. This wasted capacity is called the “consumption gap..

Experience has shown that 75 to 90 percent of analysis projects have failed, often because the power of deployed technologies is far greater than the ability of users to benefit from them.

To overcome this, businesses need to invest in labor data literacy. Throughout 2020, they will have to think much more when designing and deploying new systems and make sure that the people who use them meet their needs and capabilities.

Routine studies will continue to disappear

The number of RPA robots and artificial intelligence chatbots will continue to grow within organizations throughout 2020. As a result, more than 50 percent of those currently considered routine and repeated work will disappear.

The continuous development of the artificial intelligence that powers these bots will increase their capabilities and make it easier for users to provide a satisfying experience. 

Increasing importance of data governance

More organizations will be aware of the importance of their data and the impact that can be felt if it is lost or mismanaged. Therefore, the responsibility of data management will be taken from the analytical team and handed over to senior managers.

Since more data is used by artificial intelligence tools and RPA robots, the management of master and metadata will become even greater concerns. Failure to protect this data at all times will have significant implications for an organization as a whole.

Data will become an additional revenue stream

By 2020, more organizations will understand the value of their data. Exactly how data can be presented effectively and the mechanisms to make money from this process will be an area that needs further consideration. 

An example is a retailer who has detailed knowledge of customer buying habits. In turn, this data can be used to plan and to advance future product ranges.

Amidst these trends, the adoption of AI and RPA robots will increase rapidly throughout 2020. As organizations understand the benefits that can be achieved, sound business situations for investment will be created.