Robotic Processing Automation (RPA) and bots help humans work smarter, faster, and more efficiently. But what if bots could help chatbots become more useful as well?
We use digital assistants for many of our daily tasks like checking the weather, sports scores, temperature of our house, etc. As chatbots/virtual assistants—the business-equivalent of a digital assistant—become more prominent in the Enterprise, they can perform more complex tasks, such as checking your bank balance, filing an insurance claim, applying for a mortgage, or fulfilling an order. They are the first line of interface to the customer. But, those “happiness” moments when chatbots work seamlessly could also lead to some moments of frustration when you are not able to get meaningful information in a timely fashion.
Welcome RPA, whom you can think of as bot for your chatbot. RPA can do many of the tasks in the backend that chatbots could not provide. They can take meaningful information from a customer, process it with the help of automated workflows and find the right response. Where chatbots can understand context and intent, RPA bots can ‘finish’ the task that was first initiated by a customer request via chatbot.
Let’s take a simple example of a customer filing an insurance claim. Watch the video below to see how a customer interaction with an “insurance bot” quickly turns negative when the person doesn’t receive a response in a timely fashion. They quickly send an email to the insurance company asking for an update. An RPA bot picks up that request, finds the right customer information, and escalates to an actual employee to quickly respond to an angry customer. By complementing a chatbot with a bot that can also bring in a human-in-the loop, we can guarantee a very satisfied customer experience
As business processes become more complex and customers less patient, marrying chatbots with RPA bots and humans-in-the-loop is the natural solution for solving real-world customer challenges. Companies can either build these bots on their own or can download bots that are specific to their needs from Digital Workforce marketplaces, such as the Automation Anywhere’s BOT STORE.
So find your RPA bot. Make your customers happy. And remember, with RPA there is always a bot for your bots!
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