In the analogue era, and even today in the digital era, the customer would communicate with the company and could spend long minutes, sometimes hours, until they were able to get an assistant to assist them. Today, thanks to process automation and tools such as conversational RPA, that reality is a long way off. Why? Because chatbots allow the customer to interact with the company in a faster and less costly way for the company.
In this article we explain to you What is RPA and what benefits can its combination with conversational assistants bring?. Let's get started!
What is RPA and what is it used for?
RPA (Robotic Process Automation) refers to the business task automation through the use of software robots or “bots.” These bots are designed to perform repetitive and structured activities, mimicking the actions a human would perform when interacting with digital systems.
In the context of customer service, RPA can play a key role in improving efficiency and service quality. Let’s look at some ways RPA can be applied in the customer service space:
- Automation of repetitive processesBots can perform monotonous and repetitive tasks such as data entry, updating records, or generating reports, freeing up customer service agents to focus on more strategic and complex tasks.
- Processing of requests and queries: Bots can be programmed to automatically process simple requests and queries, such as address changes, account information updates, or order tracking. This speeds up response time and improves customer experience.
- Systems integrationRPA can facilitate the integration of different systems and platforms used in customer service. Bots can pull information from multiple sources and consolidate it into a centralized interface, allowing agents to easily access relevant information.
- Automating responses on digital channels: RPA bots can be used to automatically respond to chat messages involving simple and frequently asked queries on your digital channels. This helps reduce wait times and provide quick responses to customers.
- Ticket and claim management: Bots can be deployed to manage the process of logging and tracking customer service tickets, as well as address common complaints. This helps speed up problem resolution and improve customer satisfaction.
What are conversational assistants?
Conversational assistants, also called chatbots, are tools that allow a user to communicate fluidly with the company or institution. These types of assistants bring several benefits in customer service, as they allow the customer to resolve their problem or management quickly, without having to wait long minutes on the phone, on WhatsApp or social networks for a human assistant to assist them, and on the other hand, it saves human resources that the company can use for other activities.
Every conversational assistant consists of the following parts:
- A user interface.
- A conversational engine that detects natural language (NLP) or a pre-established flow of guided conversation.
- An orchestrator that manages communication between all the elements.
We talked about RPA earlier; now let's look at how it's combined. In principle, we'll say that whenever there is interaction between a client or user and the company that requires a repetitive or mechanical task, It is possible to add the power of the conversational assistant with RPA.
What are the benefits of conversational RPA?
As we said, a Conversational RPA is a type of RPA that refers to a robotic process automation system designed specifically for interact and maintain conversations with users in an automated wayThese systems are known as conversational assistants or chatbots and can use natural language processing (NLP) technologies to understand and respond to user queries in a contextual manner.
Some of the key benefits of conversational RPA include:
- Improving customer experience: Conversational assistants provide fast and accurate answers to user questions, improving the customer experience by providing immediate information or assistance.
- 24/7 Availability: Unlike human assistants, conversational RPAs can be available 24/7, allowing users to get help or information at any time, regardless of the work time employees are in the offices.
- Automation of repetitive tasks: These systems can automate repetitive and frequent tasks, such as customer service for common queries, scheduling medical appointments, tracking product shipments, among others, freeing up human agents for more complex and higher-value tasks.
- Cost reduction: Implementing conversational RPA can help reduce operational costs by handling routine tasks without the need for constant human intervention.
- Scalability: Conversational assistants can handle multiple simultaneous conversations, allowing them to easily scale to handle a high volume of queries without proportionally increasing the workload on human staff.
- Personalization: With the advancement of the artificial intelligenceConversational RPAs can personalize interactions with users, remembering past information and tailoring responses based on the user's preferences and history.
- Integration with existing systems: They can be integrated with existing business systems, databases and other services, allowing fast and accurate access to information.
- Feedback and continuous improvement: Conversational RPA systems can learn from past interactions and continually improve through feedback, contributing to greater effectiveness over time.
If you want to try automating conversations in your company, learn about WittyBots: a powerful RPA software designed to provide autonomy and flexibility to design chatbots without code, which you can manage yourself. Get to know us!
