Impacts of RPA

Some good thoughts, also some  obvious.   In our own experience we first tried to model actual process exactly and directly, but soon found it was not possible for many reasons. I disagree too that these have to be low value or complexity tasks,  ....

RPA Impacts Employee And Customer Experiences — And That’s A Big Deal   By Kate Leggett, Vice President, Principal Analyst

Customer service organizations use robotic process automation (RPA) as a tactical and short-term approach to digitize common agent tasks. There are two forms of RPA: unattended and attended RPA. A task can start with an agent and be supported by attended automation, which can kick off unattended RPA to complete the process.

Customer service leaders use RPA to:

Standardize work to better serve customers. RPA automates agent tasks within rules-based processes such as launching apps, cutting and pasting from different apps, and basic computations. This makes agent actions more consistent and increases their throughput. Return on investment is easy to quantify, as brands know what every second of their agents’ time costs.

Uplevel employees’ confidence so that they can better nurture customers. RPA automates repetitive, low-value tasks that interfere with core agent activities: call wrap-up tasks, call notes, and data entry. RPA allows agents to focus on adding customer value, solving customer problems, and strengthening customer relationships.

Speed up agent work to improve customer experiences. RPA robots can perform tasks four to five times faster than agents, streamlining inquiry capture and resolution and improving handle times and service-level agreements.

Deliver actionable business insights to better align with customer expectations. RPA reduces manual errors, which translates to higher-quality data. RPA robots also interact with legacy systems to uncover data that was previously too labor-intensive to extract. This lets organizations mine broader and more reliable data sets to reveal new insights. .... "