What is Robotic Process Automation (RPA)?
Robotic process automation (RPA) is technology that uses digital "robots" to automate repetitive, rule-based tasks. The robots interact with systems and data sources to perform the same steps humans do when executing a process, but 4-5 times faster and without errors. This means robotic process automation is a good way for organizations to increase their administrative capacity.
RPA robots can be loaded on either back-end servers or employee desktops, and they can provide partial or complete automation. Robots often use other systems' user interfaces to perform tasks - for example, an RPA robot would log into the application, navigate screens, and input data, just like humans would. Typical robotic process automation capabilities include:
- Searching
- Cutting and pasting
- Inputting data into multiple fields and systems
- Moving data around
- Reentering data
- And much more
In addition to increasing administrative capacity, robotic process automation can provide the following benefits:
- Increase data accuracy
- Improve employee satisfaction and engagement by removing mundane tasks from their responsibilities
- Ensure compliance - RPA robots never forget to complete a step and don't make typos
- Reduce costs - when you factor in robot processing speed and that they can work 24/7, RPA can be a cost-effective solution for completing administrative tasks
Attended vs. unattended RPA
Robotic process automation is a flexible solution that can run with human oversight or completely autonomously.
Unattended automation, also called robotic automation, is enabled by backend integrations. Because the unattended robots perform tasks that don't require human judgment, they can repetitively complete processes 24/7 without the need for intervention.
In contrast, when robots are designed for attended automation, sometimes referred to as desktop automation, they may require employee involvement when they encounter an exception to the rules they have been programmed to follow.
Both attended and unattended robotic process automation provide substantial benefits and provide organizations with options that accommodate the nature of the automated tasks.
Robotic process automation in the contact center
Contact centers typically have many repetitive, narrowly defined tasks that can be handled by RPA robots. Robotic process automation can be used to enhance self-service and assist agents. When robots offload mundane tasks from agents, it enables agents to focus more on providing satisfying customer service experiences.
Example contact center use cases for robotic process automation include:
- Retrieving relevant knowledge base articles for agents
- Recommending next best steps
- Documenting interactions
- Executing transactions such as entering address changes and activating new credit cards
- Partnering with virtual assistants to provide completely automated self-service
For more information about robotic process automation, read "Beginner's guide to robotic process automation (RPA)."
About NICE’s robotic process automation capabilities
NICE is a leader in providing RPA solutions that multiply your workforce by removing repetitive tasks from your employees. This allows workers to focus on more value-added activities that are best completed by humans.
Our NEVA Assist for Attended Automation software can provide each of your contact center agents with an effective helping hand. NEVA provides guidance to agents about next best steps and automates rule-based processes, enabling agents to focus on complex problem solving and forging stronger connections with customers.
NICE also has unattended RPA solutions that integrate easily with backend systems and can be configured within days, if not hours. These features enable organizations to react quickly and cost-effectively to sudden changes in demand.