Robotic Process Automation

According to Webinar Care (2022), approximately 79% of customers consider personalised customer support more important than personalised marketing. Help Scout (2022) adds that 78% of customers worldwide would choose the same company again based on their customer service experience, even if the company failed to deliver their product or service in the past. Based on these statistics, the need for an IT service desk is imperative to the success of any business, especially regarding customer service delivery. Supporting research gathered by Salesforce (2022) stated that 89% of customers would make a second purchase after having a positive customer service experience. Data from Hubspot (2022) supported this, saying that approximately 93% of customers would repeatedly engage with companies that offer excellent customer service. With the rapid advancement of technology providing ample opportunities for innovation in customer service delivery and robotic process automation enhancing these service desk processes, businesses can provide excellent customer service that reinforces customer confidence and builds long-term loyalty.

What Is Robotic Process Automation?

UIPath (2022) defines robotic process automation as software technology that allows businesses to deploy, manage and regulate software robots that emulate the actions of human staff members and perform business tasks related to digital systems and software. According to TechTarget (2021), some of the primary applications of RPA for businesses include:



Customer service_1

Customer service

Financial services_1

Financial services



Human resources_1

Human resources

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Supply chain management

TechTarget (2021) adds that when businesses amalgamate RPA, AI and machine learning - the entire automation process becomes intelligent automation (IA). Automation Anywhere (2022) defines IA as a combination of RPA and AI technology that facilitates the rapid automation of end-to-end business processes to accelerate digital innovation and transformation. IA widens the functionality for robotic process automation tools to include optical character recognition (OCP) when conducting process automation. OCP allows RPA tools to read and decipher handwriting or digital text, extract information such as names, addresses and invoice terms using natural language processing (NLP), and gain greater image context.

Types of Robotic Process Automation

According to SmartB Solutions (2022), robotic process automation divides into three major categories; attended automation, unattended automation and hybrid RPA:

Attended Automation

Attended automation focuses on human-bot collaboration by dealing with tasks triggered at hard-to-detect programming touchpoints. Attended automation functions as augmented assistance for customer-facing employees that must still complete manual work. Attended robotic process automation bots remain on standby in a user's machine until manually activated by the user. Once initiated using an automation code, the bot will complete the designated task.

Unattended Automation

Unattended automation works to mitigate capacity issues for back-office employees. Unattended robotic process automation bots function independently on user's machines, off private servers or in the cloud; these bots can receive activation in several ways; self-activation, user activation, interval activation or data input at a specified location.

Hybrid RPA

Hybrid robotic process automation is the amalgamation of attended and unattended RPA bots alongside strategic user supervision. Hybrid RPA ensures the collaborative effort of RPA bots and human staff functions seamlessly to regulate both front and back-end support and provide efficient end-to-end process automation. 

Why Should Businesses Implement Robotic Process Automation?

The saying "time is money" hits hard for almost every business owner, and running a business requires the completion of daily tasks at both a micro and macro level. Macro-level tasks often require more focus and attention, which remains difficult to balance if the micro-level tasks deplete a significant amount of time. While necessary for any business, micro-level tasks are often trivial and repetitive. Companies can automate micro-level tasks through robotic process automation to free up time for macro-level tasks. Thoughtful (2022) adds that RPA requires no code, integration or underlying system changes. Business managers can set up automation workflows with drag-and-drop visual features to automate micro-level tasks that RPA bots can navigate via current systems to ensure the completion of all daily micro-level tasks. Businesses that want to remain competitive cannot ignore the rapid advancement of technology. Garter (2019) confirms this, stating that RPA is the fastest-growing global software market segment with a tenfold increase in the past decade. Therefore, businesses that fail to implement RPA and intelligent automation will fall behind their competitors.

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Benefits of Robotic Process Automation

According to Clarion Technologies (2022), worldwide RPA implementation significantly positively impacted business productivity. Rapid technological advancement only supports the adoption of RPA tools further. Apart from the necessity to remain current and competitive in their respective industries, RPA implementation and intelligent automation can provide businesses with a range of benefits; employing robotic process automation in your business can:

Benefits of Robotic Process Automation_1_1

Why Choose solverASSIST as Your RPA Service Provider

There is no better RPA service provider for you than solverASSIST. We are data experts with specialised docs on enhancing raw data and building service models using RPA and intelligent automation to help with strategic business decisions. Our BPO Centre of Excellence provides a range of services that all run using advanced RPA tools, and we ensure a tailored approach to fit your unique business requirements. With RPA tools and intelligent automation, we can significantly reinforce your bottom line and back-office systems to boost productivity.

For more information on robotic process automation tools and how they can help enhance your business and stimulate long-term growth, contact solverASSIST today.