RPA (Robotic Process Automation) is the 4th industrial revolution, and it is happening now!
Ask your agents if they can name a task that they do hundred times a day. They will surely answer that they can name more than one.
Processing an insurance claim, opening a bank account, recording a complaint, delivering contact center services: you can easily find numerous processes that are repetitive, time-consuming and that require a lot of staff training.
RPA is a solution that delivers very fast high process efficiency, costs reductions and let your agents focus on providing a high-end customer experience.
What is RPA?
Automation is not a new concept, the evolution of it covers decades of industrial improvements.
The revolution of RPA is to bring the capability to remove humans from unnecessary operations to let them focus on other types of interactions.
Robotic Process Automation (RPA), including Robotic Desktop Automation (RDA), is the automation of both front office and back-office processes that are repetitive, structured and based on identified rules.
This automation made by software robots takes care of processes or tasks usually completed by humans. The long and tedious navigation to collect the right information, copy paste it in the appropriate information system, generates stress and lowers the quality of the customer experience.
How often have you been put on hold by an agent because of the “system is running a little bit low” or “I misspelled your name can you repeat it please” excuse?
RPA allows you to free workstation users and execute all the repetitive tasks on their behalf, streamlining business processes and helping the agents to focus on listening and servicing their customers.
Which industries can benefit from it?
Almost any type of industry can benefit from RPA since the targeted processes fit a set of basic requirements, such as:
- Based on identified rules
- Access to structured data sets
- A risk of human errors in data input: copy / paste is a the perfect example when it is not Post-it management…
- Windows or Web-based platforms
- Complex systems difficult to integrate via APIs
- Poor customer feedback – we all know the “Please hold the line Mr. Customer while I am loading your data”.
Telecommunications is constantly battling with numerous applications, which are hard to integrate with one another, and a very competitive market that often leads to propose new innovative products (hence more processes / training for agents). RPA can definitely help when it comes to automating the collection of data from client phone systems, new account registration, backup from client systems, etc.
Finance & Banking is a good target when it comes to automating front and back office processes: opening an account, claims processing, loan application, data validation, customer profile modification, etc.
Healthcare industry is trying to free some time for their practitioners, and current strategies are focused on delivering higher patient experience via omni-channels and self-service. RPA can support these strategies by increasing the efficiency of processes such as Bill processing, Patient registration, Practitioners reporting, etc.
Insurance sector can definitely take advantage of RPA to solve one of the poorest customer experience generator: the Average Response Time (ART). It impacts dramatically new account registration and most of all claims processing.
Automotive is also interested in reducing the sales cycle time, as well as simplifying the billing process.
Retail is also a very competitive landscape where time-to-market and prices are two major factors of differentiation. RPA is a pragmatic answer to faster and secure ordering process, real-time inventory, financial products such as loans in stores, etc.
A government, who faces numerous repetitive processes such as documents application, form filling, integration of new systems on older ones, etc.[highlight color=”#2065ad”]What are the benefits of RPA?[/highlight]
It is obvious; RPA is a cost cutter and a quality accelerator. Therefore, RPA will directly impact OPEX and Customer Experience, and benefit to the whole organization:
RPA is said to be the 4th industrial revolution, and it is certainly true.
RPA is not (yet) Artificial Intelligence, so it is neither a human replacement, neither a solution to correct processes. Without this intelligence, empathy, creativity, communication skills and judgment calls, robots cannot replace human functions.
But RPA delivers higher productivity, higher quality, and most of all, customers will live a greater experience by interacting with agents that are more focused on high-level, more valuable tasks.
Thierry Petrens – Managing Partner at Kleptika