RPA - What it is and What it Isn't.
When we hear the terms “robotics” and “RPA” or “automation” our mind often goes to one end of the spectrum or the other. One side of the spectrum is – layoffs, downsizing, disposing of great talent. The other end of the spectrum is installing Rosie (you know…the housekeeper from the Jetson's) or C-3PO to take away jobs.
That however, is not always the case!
Robotics Process Automation (RPA), according to UiPath, is “the technology that allows anyone today to configure computer software, or a ‘robot’ to emulate and integrate the actions of a human interacting with digital system to execute a business process.” And the reason organizations are realizing great benefit and lift by implementing this type of automation – robots never sleep and are always right!
VOX customers in healthcare, retail, and manufacturing are prime candidates for this type of technology.
Here are some use case examples by vertical:
RPA is a technology – not a product. Companies like UiPath, Blue Prism, and Pega Systems have developed products to leverage this type of automation technology. In the contact center space, Verint leverages AI to help back-office and front office (contact center agents) automated tasks to improve quality, reduce errors, and move manual work off employee’s daily process. In a contact center this means thousands of dollars that can be saved but not to mention the enhanced customer experience by empowering agents to focus on what matters.
UIPath has recently announced that they pledge to train 750,000 Americans on RPA in preparation for the Automation First Era. UiPath launched its Academy and is offering FREE Advanced RPA Developer certification until 9/30/2019.
RPA is one of the fastest-growing segments of automation and Forrester estimates that by 2021, the RPA market will reach $2.9 billion. The impact of AI technologies on business is projected to bump up labor productivity by 40%. The AI era is upon is and it isn’t a drop in the ocean, it’s a tsunami, according to Ryan Hollenbeck, SVP Marketing at Verint.
Simply put – Robotics Process Automation can assist by filling in forms, looking up information, and entering data, to name a few. Any of the repeatable tasks, processes, or functions that contact center agents perform can be eliminated allowing agents to focus on the more important aspects of their customer interaction.
AI and Automation is not an IT initiative – it’s the future of work as we know it!!!
Now the hard part – what to call your robot? I can think of a few that are already taken!
Let us know what you think a good name for your robot would be in the comments below - perhaps I will do a shout out to the best one in my next post :)
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The VOX Network Solutions Contact Center practice publishes a blog article once a month on industry news, tidbits and personal perspectives from the field.