From Process Automation to Strategic Automation
Robotic process automation (RPA), also known as unattended automation, has been widely embraced on a global scale in sectors as varied as telecom, financial services, government, and retail. Automating repetitive or routine tasks is now a common solution for streamlining and optimizing back-office business processes.
And the numbers demonstrate why. The introduction of RPA into an enterprise produces, on average:
• 50% faster processing time
• 25% greater efficiency
• 100% accuracy
• Savings in labor, HR, and training
• Infrastructure savings
In addition to clear productivity and efficiency gains, companies can quickly and easily scale up or down in response to changing capacity or growth. Need more hands or more processing power? Just add more bots.
However, the automation journey need not end there.
The next step is attended RPA, also called attended automation or robotic desktop automation (RDA), and it brings the power of automation into front-office interactions. However, attended automation bots need to have richer capabilities than their process automation siblings, as they operate in tandem with a dynamic human workforce.
Attended RPA bots assist agents in real time with everything from necessary background information on a given customer alerts to situation-specific scripts, next-best-action guidance, identification of sales opportunities, and more. This improves their quality of service, helps them meet all compliance requirements (such as reading disclaimers or obtaining confirmation before moving on to the next action), makes adjusting to changes easier, and reduces training time. The bots also automate tasks like data searches, completing fields in a form, updating databases, creating call summaries, sending default emails and other after-call work, as well as triggering unattended automation to complete additional back-office tasks.
While unattended automation is designed to drive productivity, measured in handle time and efficiency KPIs, attended automation expands the impact of automation to include boosting employee potential and increasing customer engagement. This is reflected in more strategic KPIs like first contact resolution, training time, employee retention, customer experience, compliance, and up-sales. For maximum success with those KPIs, in line with the shift toward prioritizing CSAT and ESAT, your attended automation must have the following five capabilities.
This article is posted at nice.com
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