Robotic Process Automation software is designed to replicate administrative actions traditionally performed by a human workforce that may be repetitive or easily streamlined. RPA software can complete any type of task that has a defined sequence of actions. RPA software may be run on schedule or may be triggered by an event either automatically or by direct input. RPA software often runs on a ITTT (if this then that) cycle. Robotic process automation can also be referred to as “bots” and are governed by code written specifically to perform designated tasks or produce specific documents and actions. RPA software has two distinct types. The first is traditional RPA, which is used for simple tasks that do not require decision making and are rule-based only and cognitive RPA which is more advanced, capable of AI data, speech and text recognition as well as performing actions related to or dependent on that data.

Robotic process automation software provides call centres with the ability to substitute people for technology. RPA provides value by taking mundane, low-level tasks and replicating them ad infinitum, thereby moving your workforce to more complicated and difficult processes and tasks. RPA software seeks to identify efficiencies and opportunities through automation internally from an administrative point of view, as well as simplify and streamline customer facing interactions and touchpoints. Through automation, processes can be documented, refined, edited and analysed in order to minimise workload and optimise your current workforce. By discovering and implemented efficiencies within your business, RPA can trim administrative time and costs to a fraction of their forecasts if done by hand. RPA software also removes human error from your tasks and processes thereby improving accuracy while increasing volume. RPA software is scalable, so more work does not equate to more workload for your employees. RPA software is dedicated to improving workflow and providing exponential return on investment (ROI).

RPA bots are the robotic (bot for short), part of the process automation. While technically not a robot, the software that executes the automation has different functionality and is referred to as a bot. The tasks performed by the software is governed by code, rules and instruction through scripts. These scripts accomplish and produce desired actions and outcomes. Bots can run scripts to process data, gather and provide data, or interact with data. These distinctions fall into three categories commonly called probots (process robots), knowbots (knowledge robots), and chatbots (virtual interactive bots). Because robotic process automation software replicates the actions of a live agent or worker, calling them robots makes it easier to understand the value of this automation. The combination of script automation and artificial intelligence (AI) with RPA bots makes it possible to perform tasks and respond to queries and customers at a speed, volume and efficiency of an entire workforce by scaling to thousands of automated processes.

Call centre processes often include a high percentage of manual tasks. Intake, account creation, verification and maintenance consume a large part of work in a call centre. Because these tasks and processes have rule-based systems such as: where to log in, what data to validate, collect and how to use it, RPA can accomplish the tedious and duplicatable work that often bogs down employees. These manual tasks can produce exponential work if a mistake is made. RPA applied in call centre processes automates procedures with rules based on policies, thus eliminating mistakes and reducing workload. In addition to process application and error prevention and correction, RPA is capable of ensuring compliance due to its strict reliance on rules. RPA in call centres can also initiate, route, respond or transfer inbound inquiries or customers based on rules, AI, text and voice recognition or data input – thereby providing customer service support to your front-line workers and administrators.

Automation benefits call centres specifically in the areas of processing, validation, compliance and customer service. Automation of processes provides outstanding ROI due to the speed, accuracy and volume of tasks that can be accomplished through scripts. Validation through automation is equally valuable. From a single dashboard, scripts can easily be run in background or integrated into omnichannel rules in order to optimise CX as well as inbound and outbound protocol. Call centre compliance requires accuracy and strict adherence to regulations, automation is perfectly suited for this purpose. Scripts can be set up to validate client or customer information via multiple sources or input and via automation and rule-based processes, further tasks can be requested, performed, collected and analysed. Once validation is complete, events can be established to trigger scripts that generate regulatory reports. Automation in customer service is the basis for chatbots and omnichannel strategy. In conjunction with artificial intelligence (AI), chatbots can update or flag accounts and clients which require immediate service, live agents, escalation, or simple maintenance.

RPA improves efficiency with the ability to scale to infinite automated processes. The speed and efficiency of RPA is only limited by the technology used. If a task has a finite set of rules and contains a start and end point, RPA can run unattended for as long as the rules and parameters specify. Scheduling reports, maintenance, data purges and updates becomes highly efficient when controlled by calendar or triggered by events. Monitoring capability and functionality improves with RPA as events and ITTT rules can be instantly applied through automation. With the ability to use bots and scripts as a tool, agents can trigger RPA to perform tasks at any point during a call or inquiry such as invoice/claims processing. With instant validation and rule adherence agents can run processes while minimising or eliminating technical errors. AI and voice recognition and monitoring can be set up to trigger automation thereby reducing post call work or paperwork, reducing workload, maximising KPIs and optimising service levels.

Robotic process automation (RPA) improves customer service because it can replicate and optimise the work of an agent. RPA software seeks to multiply your workforce through a dashboard. With the ability to record, analyse and optimise your inbound and outbound, RPA can connect customer actions to marketing and sales strategy by providing data and analytics to go along with campaigns, events and conversions. Customer service is improved and optimised through automation of omnichannel by performing simple, routine and requested tasks while routing complicated inquires to live agents instantly. With the ability to recognise images, text, or speech, RPA can align any customer touchpoint with a process and trigger an event or task. RPA improves engagement through the ability to process, analyse and measure performance across platforms as well as segments, driving new and improved data, forecasts and actions. With the ability to retain efficiency with speed and compliance, RPA can provide your business with unlimited potential for customer service and open up new opportunities for your workforce.