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Jacada Blog

sorting through the hype

In short, RPA vendors provide no code (optional low code) design platforms that are often marketed to business users but are better matched with someone in the organization who has past experience developing software. Yes, someone with an IT background is an ideal candidate despite the features and “ease of use” marketing points that are constantly hitting your inboxes and social media feeds. I chose to dig into this one first as it is high on my hit list as I continue to see more and more propaganda from different vendors raising the hype bar on this business user point of view (POV) story in hopes of differentiating themselves and convincing you to buy their “easiest of use” RPA software.

sorting through the hype

$3B valuations on <$100M in revenue, marketing videos of people building RPA solutions while riding in race cars, suspended from cranes or while doing flips in an airplane… enough is enough. All this hype is grabbing headlines but what should grab your attention is the results of four recent VOC RPA surveys… all in agreement on one frequently overlooked red flag, RPA is not scaling.

The Rise of Customer Service RPA

In order to step up to the seemingly impossible challenge of enabling deeper customer engagements, support organizations are turning to automation. It expands self-service from responding to questions, to actually completing customer requests such as returning a product or changing a flight. Automation can also assist agents who deal with a common contact center problem of having to juggle multiple systems and applications during live customer interactions. Thankfully, robotic automation has come of age. Let’s explore this critical technology and how it can help customer service.

turning rpa hype

Jacada works with Google Cloud Platform (GCP) to help clients rapidly design, scale and securely manage intelligent assistants using Dialogflow.

Enterprise organizations who are eager to leverage a leading cognitive service such as Dialogflow to build differentiated customer experiences are cautious of certain aspects such as:

turning rpa hype

Today, along with recent technological advancements in machine learning (ML), artificial intelligence (AI), and big data, Robotic Process Automation has become well known to businesses of all sizes. Indeed, the word has spread of this revolutionary technology. A technology that can automate up to 80% of software application processes in both the front and back office, thus reducing the costs of existing manual operations by 25% to 40% (or more) without changing existing systems.

top 5 processes that rpa can master best

Today, RPA software is quickly becoming the most efficient and cost-effective method for organizations to attain, optimize and deploy information from any data source or application, including websites, desktop applications, and enterprise systems, boosting the speed of business processes and services without the need to replace or alter existing platforms. At the same time, the applicability of RPA itself across the business world is also growing, and as a result, organizations are increasingly implementing these solutions for a variety of functions. The global RPA market is expected to reach USD 8.75 billion by 2024, according to a new report by Grand View Research, Inc. Here are five processes that RPA is already helping companies achieve more while completely changing the customer experience for the better:

are robots replacing humans

Are robots replacing humans? The proposed question sounds cliché, but it’s a relevant one for many enterprises today. It’s particularly relevant for the individuals responsible for vetting and choosing contact center technology solutions. Because they have a deep understanding of the technology stack, and thus for the people using it, they are more aware than most of those who may be replaced by robots.

traditional rpa vs customer service rpa

As we move into the era that is attempting to leverage artificial intelligence and machine learning more and more, one emerging technology gaining momentum is RPA - robotic process automation. While most businesses are already familiar with RPA in a generic sense, as an automation solution for backend processes, a new form of RPA is arising on the front end, one who is delivering effective, cost-saving solutions to customer service technological and operational challenges. This “customer-facing” RPA is thus helping call centers achieve more, and as a result, profoundly improving the customer experience.

 

why rpa can be the backbone for front end enterprise digital transformation

Today, in almost every major industry worldwide, there is a growing focus on developing a front end digital business strategy to automate operations, lower costs and improve customer service, and hence, the overall customer experience. Especially as emerging technologies have begun threatening long-established companies in verticals such as retail, insurance, banking, government and more, the push for automation is now more critical than ever when it comes to optimizing front-end business processes to meet growing consumer expectations. At the same time, business leaders must decide which digital transformation solution will have the necessary immediate impact on its core business operations today, not a few years from now, and as well as open new business opportunities moving forward.