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assisted automation vs

The difference between attended and unattended automation is mostly where the bot is going to be installed, and how it's going to interact with the user. With unattended automation more of a back office kind of RPA is where the bot receives input, does what it needs to do, and returns an output. With an attended automation or front office automation, the bot sits along together with an agent and helps the agent. It either reacts to events that happen on the desktop or it gets requests on the desktop and performs them together with the agent. So basically lowering the effort and mistakes that agents perform on their desktops.

failed attempts

Why are there so many failed attempts in attended automation? Automation, although it sounds easy, it's actually very difficult, especially when you have a person involved in the process as well. Different people have different ways of doing things, even if it's the same thing. Different people would have different understanding of what is done for them automatically. Because of not only dealing with the little quaint things that the applications themself have, you also have to deal with how the agents syncing together with the bot will behave. And you have to account for errors and mistakes that could happen due to that or different kinds of exceptions. The idea with attended automation is that you have to think, when you build the automation, you have to think how would the person work together with the automation and that is mostly a difficult thing. So you can't just wait on things to happen assuming that they will happen. You have to handle the cases of what happens when they don't happen the way that you perceive them?

change the application

If you change the application that's being automated, in some cases you will also have to adjust the automation itself. So if that application changes in a part that's not being automated, you may not need to change anything in the automation script. If the application changes in areas where the automation script is expecting, then you have to adjust the same way. The more modern tools with the ability to really introspect and integrate at the URAPI level to those applications enable the RPA tool to be more robust and adjust to change. So we don't look at where the control is positioned on the rear button or a function is positioned on the screen and we don't look at the text. We get the binding attributes. We acquire the binding attributes of those controls and those binding attributes are typically unrelated or independent of the location on the screen.

benefits automating agent

The ability to reduce handle time and avoid the agent doing these repetitive, mundane tasks, so logging into applications, third-party applications, doing customer search in multiple places, being able to open cases, automatic notes, automatic disposition. All these functions, we're able to automate for the agent. There's really no human brainpower that needs to involved, and that is just a repetitive task that involves a bunch of clicks and keyboard strokes. We take anything that is pure keyboard strokes, mouse clicks, and we automate it.

industries benefiting

So the industries that currently benefit the most from robotic process automation would be generally any industry that has tasks that are repeated the same way all the time. Tasks that can be scripted. You can basically say that any industry can use robotic process automation in order to spend less time on repeatable, simple tasks.

what is rpa

Robotic process automation is really our ability to take manual tasks, repeated tasks, that either contacts in a front or back office agents are handling, and be able to automate those in a way that is number one more efficient, number two less error prone, and obviously much more scalable.

rpa screenscraping

Is robotic automation like screen scraping? In some ways. Screen scraping mostly talks about the old green screen applications, mainframe ones, where you basically capture the screen. You process it based on its content and information that you have.

use cases

We typically want to look for the low hanging fruit first. So we want to identify use cases where the agent, or human in this case, I guess it can be back office, front office, agent or not, where the human is doing something that is repetitive. So we try to identify what is it that they are doing that is pure mouse clicks and pure keystrokes. We take those, we identify those processes, and we try to automate and tackle those first.

customer attention what do you do with it

The CEO of Netflix recently said that they compete with Facebook, YouTube and sleep. While Netflix competes with my sleep at 1AM, you know for a fact that every business out there is competing for your attention. So, what do you do with your customer’s attention? There are two options: You can save their attention or seize their attention.