Robotic Process Automation and how can Call Centres benefit from this advancement in technology?
Robotic process automation (RPA) is the deployment of technology that allows an operation to configure computer software or a ‘robot’ to capture and interpret existing applications for an unending number of interactions, for example processing a transaction, manipulating data, triggering automatic responses via email or white mail and communicating with other digital systems. Or quite simply copying and pasting text from one field to another.
When we think of ‘robots’ it’s hard to stop our minds drifting towards images of some kind of ‘Terminator’ style Cybernetic Machine or Cylon Centurions from Battlestar Galactica. However, in this instance we are talking more about ‘Process Automation’, where a software digital ‘robot’ will mimic the manual actions of employees and automate any desktop based activity, their workflow processes and back office tasks and also that of automated assistants - think iPhone's Siri - which are possibly voice activated and designed to retrieve information, structure data and deliver answers based on simple language as opposed to software code and more importantly, in an instant without error, 24 hrs per day, 7 days per week. It is easy to see the immediate benefit that this would give to a call centre operation.
So, how does it work? What kind of tasks can be automated? How heavily is it used right now and will it mean the end of the call centre as we know it? https://www.linkedin.com/pulse/robotic-process-automation-rpa-call-centre-darren-deehan
