Robotic Process Automation (RPA): Example Use Cases
You don’t have to be a multinational enterprise in order to take advantage of RPA. Most organisations large and small will have standard, repeatable processes that can be fully or partially automated with RPA. Here are a few examples.
Many people think that RPA and robots will ultimately replace the need for employees, and while many boring and time-consuming tasks can already be automated there is still a need for the human worker, in-fact RPA is actually extending the capabilities of these individuals. Customer Services is one of the most important and complex areas within a business. Dealing with customers can be extremely stressful, here we see RPA greatly improving customer satisfaction while at the same time reducing stress for employees. In these instances, RPA can be used to streamline repetitive tasks such as customer information look-up or profile updates. RPA can, while the customer service agent is communicating with the customer, or even before any human has interacted with the customer, obtain all the necessary information about the customer from multiple different systems.
Using Natural Language Processing (NLP) and Machine Learning (ML) you can create a robot that can parse all your incoming emails, understand the and classifying them based on keywords and/or sentiment and task the robot with replying or have the emails that need human interaction forwarded. This application of RPA can be used in many different types of businesses from travel bookings, to software support and can save an organisation 100hrs of man-hours in time.
Arguably one of the most important areas within any business, large or small. If you don’t have an effecting sales operation, you’re not going to be in business for long. However, many sales individuals will tell you that the hardest part of their job is often to keep the many internal systems updated. CRM, Marketing, and Accounts to name but a few all need updating, and often with the same or similar information. Robots can be used to automatically update all systems reducing the amount of sales administration required. RPA can also be used to automatically generate quotes and invoices much faster than if they had to be done manually. Invoices can also be automatically followed up and tracked and payments can be also automatically cross-checked against orders and invoices with far higher accuracy than any human.