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What is Desktop RPA?- Frequently Asked Questions

Learn what is desktop RPA and how is it helpful in today’s developing virtual workforce.

What is Desktop RPA?

Desktop RPA is also known as robotic desktop automation (RDA) or attended RPA. Desktop automation, as what it is mostly known for, is used in individual business users’ devices in delivering better customer services. Compared with other RPA, RDA is also more manageable for most knowledge workers.

Why is RDA Helpful Today?

RDA simplifies the integration of humans and bots. Artificial intelligence or AI does not possess all the cognitive capabilities that a human has. So the bot alone cannot fully automate a process, unless with the help or triggers of a human.

RDA works this way. First, bots do the automation of tasks. Next, the human worker will then follow when necessary. Humans need to do judgment calls and communication, tasks that bots cannot do on their own. Overall, more efficient tasks are accomplished with human/bot collaboration.

What are the Benefits of RDA?

RDA has the same benefits that the usual RPA has. It helps automate repetitive tasks to further simplify workflows. In particular, desktop automation accomplishes more efficient tasks by helping knowledge workers effectively collaborate with bots.

Who can Benefit from RDA?

Anyone or any knowledge worker can make use of desktop RPA. But mostly, call centers use desktop RPA. Call centers have highly consistent tasks and processes, for instance. With that, it ensures a consistent customer experience. If you aim for consistency, automation is your must.

For example, call center representatives do the sales and customer service, while accessing CRM systems, and switching through multiple screens. But with desktop RPA, everything can be accessed by a single mouse click. Thus, making automation an advantage.

How does RDA Work?

First, define the processes of a specific task. By then, you can now prepare the RDA program. You can either have it with or without coding, perhaps by a user interface.

There are three main ways to set up a launcher for RPA to ease the employee’s access to the tool. It can be either done in the following ways:

  • With an RPA client tool- a customer service representative can select the software bot for launching
  • Embed on a personnel screen- depends on certain conditions; for example, when a sales rep talks with a customer
  • Auto-run when conditions trigger- automatically launch RPA bots without human intervention

Factors to Consider in Selecting RDA Solutions

1. Concurrency

This feature allows both the bot and the human to work at the same workspace, all at the same time. So waiting time is removed in accomplishing automation.

2. Ease of Programming

Desktop automation is for easy desktop processes, so look for no-code solutions more than complex RPA solutions. The ease of programming also allows faster implementation because of its easy user interface. Thus, making it a definite choice factor.

3. System Requirements

The tool should not slow down your workstations, by all means. Otherwise, it can slack on your productivity instead of boosting it. 

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