Robotic process automation or RPA is applying latest technology or software using artificial intelligence (AI) and capabilities of machine learning to manage processes with high-volume and repeatable tasks. Some examples of such tasks could be handling queries, doing calculations or maintaining some records of transactions. Through RPA, the employees of a company can use a software or a “robot” who manages the existing applications for managing the existing processes and data and then communicate it with other digital systems.
In layman terms, RPA software or bots are configured so that they can automatically operate on all applications such as Web, Windows, Mainframe, or other types of applications that are similar to humans. The biggest advantage of RPA is that robots have the capability to work 24×7 while giving quality and no errors. Bots can also function in sequence or in parallel, where multiple bots are being used. Another positive is that the bots keep creating Audit Logs of all the actions undertaken while creating Exception Reports for responsibilities or tasks that are exceptions and cannot be handled by them.
CUSTOMER SERVICE REP.
The Robots have the capability to run “Attended” or “Unattended”. Attended Robots usually operate on the employee’s desktop and are known as Desktop Robots. These bots could be used on Customer Service Rep (CSR) Desktop so as to help this function in managing their usual tasks to serve the customer.
Unattended Robots operate on either Virtual Machines or dedicated desktops and are used for some automated tasks, which do not require human intervention.