CIO Review APAC

RPA To Determine the Future of Businesses

CIO Review APAC | Monday, January 23, 2023

Many large organizations have already put robotic process automation (RPA) to work in their businesses, yet there is still so much more potential to use the technology to drive better productivity, efficiency and customer service. As RPA becomes smarter in the future, it will deliver even more benefits to enterprises and their customers and workforces.

FREMONT, CA: The adoption of RPA is increasing in an era when businesses are experiencing financial instability as a consequence of the pandemic. Organizations all over the world are using technology to increase productivity, better the digital customer experience, and improve efficiencies to keep up with the demands of the new normal. RPA focuses on automating digital operations that are routine and rule-based, with software robots interacting with applications and information sources much as human workers do.

One of the trends expected in the domain is an increased shift towards attended automation Companies all around the world are aware that to automate more processes and increase the returns on their current RPA investments, they must empower their workforce through assisted automation.

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Bots' usefulness is further increased through attended automation, also known as desktop automation. An attended automation robot–a desktop-based digital personal assistant—directs employees in providing superior customer service while automating monotonous desktop chores quickly and correctly.

As the customer service representative, for example, assists a customer answer an account query, attended bots can also provide the next best action and compliance advice. Attended bots to do routine activities like filling out paperwork for the employee. This creates a link between back-office and front-office duties, enabling more complicated processes to be automated completely.

Consider a scenario where a health plan administrator manages administrative tasks including claims adjudication, authorizations, and the coordination of provider services using a combination of server-based and attended bots. Based on information obtained by the call centre agents, the back-office bots might proceed with updating the CRM application. Meanwhile, attended automation could aid staff in activities like switching between several programmes, entering data into various locations, and being guided in real-time to maintain compliance and maximise upsell opportunities. This enables the employee to handle challenging customer requests more skillfully or to focus on providing customer service rather than data entry.

The following phase, which some businesses have already begun to implement, is to combine attended automation, RPA, and machine learning and artificial intelligence (AI) solutions. This class of solutions sometimes referred to as intelligent automation, intelligent process automation, and cognitive RPA, enables businesses to automate more complicated, non-rule-based operations. Unlike RPA, which focuses on executing repeatable tasks as efficiently as possible, cognitive automations can handle exceptions and orchestrate decisions spanning whole processes. Intelligent automation may deal with unstructured data sources such as scanned documents, emails, letters, and voice recordings in addition to structured databases, which are the basis for standard RPA.

The future of RPA cannot be discussed without acknowledging how advanced solutions simplify identifying and implementing candidates for automation. Additionally, users with little to no coding experience may find it surprisingly simple to map processes and create automations using no-code solutions.

Tools for automated discovery powered by AI are also creating new opportunities by gathering information on how users interact with applications. AI in such platforms is then used to analyse the information and provide automation opportunities. To achieve accurate results, these solutions use real, employee desktop data at scale, gathering and analysing data from millions of employee desktop actions. The right processes to automate can be found quickly and accurately thanks to fully automated business process discovery. This is a crucial component in making sure RPA deployments are effective and helping firms quickly realise the targeted ROI.

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