What Can RPA Do? Automate Repetitive And Mundane Tasks

What can RPA do? Well, it can handle different tasks. For instance, it can navigate from one application to another. Or it can put data into multiple fields. Or even reenter data, and copying and pasting tasks.

Yes, it can do nearly any task that is largely driven by rules and schedules. RPA stands for “Robotic Process Automation.” Additionally, this robot is like a worker that can do tasks.

It can retrieve customer profiles. It can supports and order information from multiple enterprise systems and applications.

Also, Robotic Process Automation evolved from screen scraping. Screen scraping refers to gathering screen display data from one application. Then translates that data so that another application can display it.

Yet, today’s RPA platforms are more advanced, scalable, and accurate compared to earlier technology.

What RPA Can Do For Your Organization

RPA is really of great help for places such as the back office and the contact center. Why? That’s because RPA is best for processes that need little or no human intervention at all.

According to surveys, the average back-office employees spend up to 80% of their day on mundane activities. On the other hand, an agent in a contact center may need to interact with 6 or more different applications. For they can resolve a single customer contact.

Thus processes like these are the best candidates for automation. Also, manual processes may result in inefficiency for business. And also boredom for the employees.

Humans also often make mistakes when navigating multiple screens and capturing customer data. So, operations like these need RPA.

Therefore, RPA handles tasks that need no human intervention from start to finish. They call it unattended automation.

But, the RPA can also be applied for tasks where a human touch is needed. Such tasks are known as attended tasks. In this manner, the robots work hand-in-hand with humans as their digital assistants.

How To Ensure That RPA Works For You?

Companies can get started with RPA quickly and with investment. But there are also prerequisites needed. Take an example, for IT initiatives, getting a return investment depends as much on the people as technology does.

So you need to check on the following:

  • You need sponsorship from top executives.
  • Make sure that you also have an effective governance structure.
  • There should also be a strategic vision. This refers to a view of how people and robots will work together. To drive better business performance.
  • A structured approach to RPA standards across the enterprise is also needed.
  • And finally, commitment to developing expert teams with deep knowledge of best practices.

What Can Robotic Process Automation Do For A Contact Center?

RPA is very useful in today’s contact center. For example, one telecom provider’s fulfillment center handles tons of inquiries daily. They help customers upgrade their phones.

Agents can instantly tell which phones are in stock. Even without consulting the system that tracks such information. How did they do that?

Well, a robot handles the task instead. Further, every time a robot assists, they can save as much as 10 seconds from the normal processing time.

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