Table of Contents
Introduction
Do your customer care operations remain flooded with calls and tickets with common questions and comments? Has it been challenging for you to automate multi-step processes? The solution will likely be to create a synergy between RPA chatbot.
An RPA chatbot can be defined as a unique concept for effective conversation, enhanced communication, and increased productivity. The mechanics of RPA chatbots, as well as the problems of your business that can be solved by them, will be described in this article. So, let us get started to understand them quickly.
What is an RPA chatbot?
It is a convergence of RPA and chatbot technologies where process flow automation is incorporated into user interface activities, thus improving the flow of conversation.
RPA chatbots are powerhouse performers working behind the scenes to automate repetitive tasks and complex business processes. By seamlessly automating tasks, RPA bots allow teams freedom from everyday mundane activities that otherwise consume precious time.
While every business activity is important, there is no replacement for creative thinking, critical thinking, and strategic collaborations, which executives can bring to the team. Meanwhile, your team is busy adding value to the organization with their skills; an RPA chatbot is intelligently taking care of common repetitive tasks, freeing up time for the team.
Reports show that 87.2% of consumers have had neutral or positive experiences with chatbots. These data highlight the significance of chatbots for businesses, and RPA magnifies the capabilities of chatbots to function seamlessly, boosting workflow efficiency and higher productivity.
How does an RPA chatbot work?
To explain how an RPA chatbot works, it is helpful to describe the flow and the roles of the RPA chatbot as the front-end application and the RPA bots as the back-end. To understand clearly, let’s look at them individually;
RPA (Robotic Process Automation)
This refers to software that automates processes, procedures, and activities that humans perform on computers that can be repeated mechanically.
These tasks can consist of entering new data, completing forms, extracting data from one form and transferring it to another, and other related activities that may exist between several software programs. RPA replicates what a person would manually do in software applications.
Chatbots
These are artificial intelligent applications configured to mimic human beings and can answer questions posed to them either in text or voice.
They also employ natural language processing (NLP) to comprehend the contents of a user’s query before processing it. Chatbots are usually involved in natural conversations with users.
When integrated, an RPA chatbot provides a system that is capable of:
• Interact with users: The chatbot presents an interface for users to interact.
• Automate process: The RPA system executes tedious and intricate requests from the back end during the conversation.
• Data output: The results are then relayed back to the chatbot when the complex workflow is completed by the RPA bot. It could be data messages of confirmation or any other significant information that might be passed on either at the sender or the receiver end.
• Chatbot answer: The chatbot then sends the data to the users in a conversational way. It provides the client with an experience similar to conversing with an independent, sophisticated agent.
In other words, an RPA chatbot allows having automated chats, and the exchange can result in the operation of various functions. Such tools allow businesses to automate other elaborate processes and offer even better customer relations.
What are the differences between RPA and chatbots?
Though RPA and chatbots may look similar, as they both automate tasks, they function at different steps of a business operation. Let’s look at their differences much more closely;
| Functional area | RPA | Chatbot |
|---|---|---|
| Key focus | RPA is mainly centered on automating routine activities with structured processes in individual applications. | Chatbots engage in natural conversation with users, providing them with information or assistance. |
| Function | RPA bots perform activities like data entry, form filling, or scheduling operations. | Chatbots engage users using natural language processing as they receive their query and provide an appropriate response. |
| Applications | Perfect for repetitive business operations and data management in finance and HR operations. Ex- invoice creation, preparing reports on sales, or entering records of customers into a business database. | Mainly useful for handling customer support, response, sales, and assisting through chatting. Ex: A customer may ask questions and expect to receive answers or assistance for an order during online shopping. |
| Interactions | RPA works in a closed environment without contact with end-users. All of its defined actions are carried out in system interfaces. | Chatbots are mainly for direct interaction with users as text or voice outputs. |
| Inputs | RPA systems give their best when provided with structured data. | Chatbots are capable of understanding even unstructured data. |
As we closely understand the functioning and focus areas of an RPA system and a chatbot, it is clear that both have advantages and disadvantages in different stages during a business process. By integrating RPA and chatbots, businesses can leverage their capabilities for advanced automation workflows.
What are the benefits of RPA chatbots?
RPA chatbots offer interaction through natural language and automation of processes with a list of advantages. Below are some of the major benefits of RPA chatbots.
• 24/7 Availability: It is important to note that RPA chatbots can deliver customer support at any given point in time at the customer’s convenience.
• Quick Response Times: RPA chatbots can answer customer queries on the spot by automating information search and performing tasks.
• Personalized Interactions: With RPA technology, customer information concerning past and current interactions and preferences can be retrieved.
• Better Customer Satisfaction: With efficient service delivery tactics that speed up the process and provide customers with highly personalized services, increase customer satisfaction and loyalty.
• Automation of Regular Tasks: RPA chatbots can handle simple and repetitive tasks that will allow employees to work intelligently as they are not overwhelmed with monotonous activities.
• Reduced Errors: Automating the processes reduces the chances of human interference, enhancing the accuracy of the results.
• Increased Productivity: RPA chatbots can increase efficiency as everyday jobs are automated thus freeing up time on agents’ time constraints.
• Better Savings: Automation decreases the workforce demand for people, saving an immense amount of money.
• Smooth Workflows: RPA chatbots help to implement numerous consecutive actions to finish the task; they can assist in optimizing business processes.
• Easy Integration: RPA bots can easily integrate with other systems in an organization, improving communication with the bots through data sharing.
• Scalability: RPA chatbots can handle the increased volume of work when the need arises.
• Reduced Workload on Employees: It minimizes the workload related to monotonous activities and saves employees’ time, which can be utilized for more enjoyable work.
• Increased Job Satisfaction: RPA chatbots help to reduce work-related stress and improve the general well-being of employees as they can be developed to handle repetitive tasks.
Conclusion
In conclusion, an RPA chatbot is an embodiment of conversational AI and process automation at its best. This integration of chatbots and RPA ensures that businesses benefit from the efficiency of chatbots while getting the benefits of the efficiency of automation offered by the RPA. Establishing a way to get ideas and possibilities about these technologies helps to realize their potential.
Frequently Asked Questions
An RPA bot is a software application that mimics human actions to automate structured rule-based tasks in a digital system. They effectively perform repetitive tasks such as data entry, processing forms, retrieving data, etc.
Following are a few of the four types of RPA chatbots;
• Rule-based RPA chatbot: These are the types of RPA bots that use a pre-defined set of rules to perform simple tasks like data entry and validation, etc.
• Attended RPA: An attended RPA works with humans to perform some of the difficult-to-program triggers or actions.
• Unattended RPA: An unattended RPA performs simple tasks that can be automated to complete repetitive activities without human assistance.
• Hybrid RPA: A hybrid RPA is the combination of both attended and unattended RPA offering the flexibility to perform both complex and simple tasks automation.
The core difference between an RPA chatbot and conversational AI is their working principles. A conversational AI uses natural language processing (NLP) to produce meaningful user interactions, while an RPA uses structured data to automate rule-based tasks.
The prime elements in RPA chatbots include the user interface for chatbots with Natural Language Processing (NLP) along with Robotic Process Automation (RPA) bots and linking them through a single system.
An RPA chatbot comprehends the user inputs, analyzes user intent, and retrieves information to resolve queries by using Natural Language Processing (NLP)
They can perform several feats such as data acquisition, form completion, transaction processing, and system control and monitoring.
Nisha Sneha is a passionate content writer with 5 years of experience creating impactful content for SAAS products, new-age technologies, and software applications. Currently, she is contributing to Kenyt.AI by crafting engaging content for its readers. Creating captivating content that provides accurate information about the latest advancements in science and technology has been at the core of her creativity.
In addition to writing, she enjoys gardening, reading, and swimming as hobbies.
