There are many emerging trends impacting the chatbot landscape. One of the most intriguing and important trends has been the integration of chatbots with robotic process automation(RPA). Chatbots have been implemented by many businesses to tackle challenges related to customer service, employee self-service and scalability. The power of automation from RPA coupled with cognitive intelligence from chatbots ensures that the whole experience improves productivity and gives a business advantage. Chatbots integrated with RPA provide an automated, intelligent and end-to-end customer as well as employee experience.
Chatbots are being increasingly incorporated to carry out a range of business operations and require a back office of RPA robots capable of quickly locating information and performing transactions on the user’s behalf.
Let’s have a quick overview of RPA.
RPA And Its Growing Importance
RPA is an application of AI software and its machine learning capabilities to carry out diverse, repetitive tasks like answering queries, recording transactions, entering data, performing calculations etc. that previously used to require manual labor. RPA applications can be used to streamline and automate back-office operations for HR, Finance, Accounting etc.
RPA applications can be implemented using the existing infrastructure and systems of a business, RPA software sits on top of the IT framework as a separate layer and not directly a part of it.
As a result, RPA applications can be integrated quickly with existing infrastructure and systems.
But what makes RPA different from a traditional IT automation system?
RPA differs from traditional automation as it is capable of adapting to new and changing situations. After it is programmed to understand the actions of processes in the required applications, RPA software can autonomously manipulate the data, trigger appropriate responses, begin new actions and communicate with other connected systems.
Chatbots Integration With RPA
Chatbots interact with customers and employees to send information, accomplish tasks or catalog their requests. Depending on the application, a bot has the ability to integrate with and access information from multiple business systems. These systems can be around help desk, intranet, CRM, business intelligence, LOB, HR knowledge bases etc.
Using modern APIs, chatbots have the ability to access information independently without any issue. However. If the system does not feature modern APIs, the chatbot will not be able to integrate and retrieve the required information.
This is where RPA becomes essential. The integration of RPA enables chatbots to effectively navigate massive enterprise systems that do not feature modern APIs.
The integration of RPA and chatbots is a versatile combination and has the ability to create an immediate impact on business due to two main reasons:
- RPA based chatbots have the ability to integrate with disparate and multiple back end enterprise systems. RPA ensures that chatbots can retrieve the correct information from these systems and even process complex and real-time customer or employee requests and queries at scale.
- Likewise, Chatbots can utilize RPA to carry out specific mundane tasks without the need for human intervention.
Chatbots and RPA working in tandem solve many common issues faced by enterprises today. This enables organizations to meet their customers rising expectations at reduced costs. It also results in increased productivity among employees as they do not spend time performing menial and routine tasks like gathering customer data, copying information etc and are free to make more valued contributions to grow the business.
Additionally, RPA chatbots can take the personalization of customer experience to a whole new level. Utilizing machine learning, RPA bots can access and analyze large sets of customer data to derive meaningful, contextual and individualized insights to up-sell and cross-sell offers to customers.
Here are some of the main benefits of using RPA in Chatbots:
- Improved employee and customer experience
- Reduce business costs
- Reduced time to complete tasks
- Increased employee productivity
- Increased competitive advantage
The Road Ahead
Both RPA and chatbot technologies have yet to reach their full potential. As the technology matures, businesses will be able to develop intelligent conversational experiences for their customers and employees thereby reducing business costs and increasing the overall productivity of employees. RPA and chatbots complement each other’s functions. Chatbots utilize RPA’s ability to process complex tasks and support meaningful conversations. While RPA requires the conversational interface provided by chatbots to implement its automation processes. In the future, we can expect both the technologies to develop to the point where there is seamless input, process and output of data to set up a completely independent technology capable of working completely autonomously.