November 12, 2020

Enhancing your RPA deployment with Conversational AI

According to analysts Gartner the RPA (Robotic Process Automation) market is expected to hit $1.89 billion by next year, conveying the huge appetite within enterprises for the software.

RPA has been around since the early 2010’s and in that time the technology has increased in its sophistication. In its essence, RPA is a software platform which enables organisations to configure a “bot” to automate repetitive and manual business processes, such as data entry or making calls to web services. RPA is governed by preprogramed logic and rules, which makes it particularly effective at processing structured data (machine readable data such as forms, spreadsheets, etc.) and delivering efficiencies to back end processes.

In recent years, RPA providers have sought to extend the benefits of their ‘bots’ to front office and people led processes. However, these processes typically deal with unstructured data (often created by humans) and can be difficult to apply pre-determined logic and rules to because of its unpredictable nature. Through deploying their technology in combination with AI technology, these barriers can be overcome.  

How Conversational AI can extend the benefits of RPA?

Platforms, such as Humley’s Conversational Assistant, utilise AI technologies, including Natural Language Processing (NLP) and Machine Learning to understand the true meaning an intent of unstructured human language. The platform is able to automate the processing of customer, employee and supplier requests and communications in real time, over multiple channels (web, voice and mobile) and can guide customers or employees through a series of questions in order to fulfil tasks such as travel booking or order placement. The platform is then able to integrate with RPA bots and provide structured data for upload into business systems, triggering emails and further actions.

Furthermore, Conversational AI can even be used by organisations to initiate RPA processes on demand, 24/7, making them more accessible and increasing adoption across organisations. Typically, RPA and Intelligent Automation projects are led by CoE or IT teams. Individuals in these teams have high levels of technical and automation knowledge and have been involved with projects from the offset.

The difficulties in scale and wider adoption across a business occur when deployments are handed over to functional teams. Teams such as HR, Sales and customer service are experts in their fields, but have limited IT or coding knowledge. Consequently, when the project is handed over, considerable time and effort is needed to train individuals, resulting in delays, low levels of adoption and benefits not being realised as quickly as anticipated, leading to misaligned expectations. Through combining Conversational AI Assistants with RPA, non-technical teams, such as HR, can quickly and easily understand new technology, and action processes within a language they understand – significantly improving adoption and scale across the business.

 

The combination of Conversational AI and RPA, means that organisations can be truly transformative across a wider variety of internal processes such as IT, HR, Customer Service and Sales. The solution enables businesses to achieve not only significant operational efficiencies but also improve employee and customer experiences.

Already deployed an RPA solution?

Humley’s Conversational AI Assistant provides integrations with the leading RPA solution providers, including UiPath, Blue Prism and Automation Anywhere, making it easy to deploy a solution today.

To find out more about the benefits of Conversational AI visit https://www.humley.com/ or get in touch to discuss how we can enhance your RPA deployment.

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