What Is Robotic Process Automation (RPA)?
Robotic process automation (RPA) occurs when basic tasks are automated through software or hardware systems that function across a variety of applications, just as human workers do. The software or robot can be taught a workflow with multiple steps and applications, such as taking received forms, sending a receipt message, checking the form for completeness, filing the form in a folder, and updating a spreadsheet with the name of the form, the date filed, and so on. RPA software is designed to reduce the burden for employees of completing repetitive, simple tasks and to allow them to achieve higher value task results.
In order to maintain their competitive edge, companies adopt, “Shifting From Low-Value to High-Value Work” which in turn directs them to constantly strive toward operational improvements, greater efficiencies, increased capabilities, and technology modernization. RPA can achieve these goals at a low cost, with immediate impact. Specifically, RPA key features and benefits include but not limited to:
- Increased measurability and transparency
- Rapid implementation time compared to traditional IT solutions
- Increased organizational capacity
- Reduced process cycle times
- Improved employee engagement with a focus on high-value work
- Wide-ranging applicability across agency functions and priorities
- Increased accuracy and compliance
- Improved standardization and auditability
Customer Service Use Case
Fast responses are what today’s customers expect, with a solution following quickly behind. RPA makes it possible to deliver top customer satisfaction and what customers want.
Automated customer care systems can filter queries and offer initial responses to customers. RPA categories queries and sends them to the right department, such as the tech department, service department or sales.
Sorting ensures that the right customer care agent is selected for a quick resolution. There is no need to transfer a customer’s call from one customer service agent to another.
Customer service contains several rules-based processes that could be streamlined. According to recent research, 70% to 80% of rules-based processes could be automated, and it is a good idea to begin with customer service.
Kinesthetics can help you identify the best opportunities for RPA and implement RPA solutions quickly and at scale. If you are starting your RPA journey or are already experienced, we can help deliver better solutions within days. We help organizations automate their everyday, repetitive, rule-based tasks across verticals. RPA can be implemented in several interesting ways. It requires some practice, but your employees can easily adapt to the changes and work productively.
Contact us to discuss how our experience can help maximize your return from RPA