Research & Development

Hybrid solution is also a competitive alternative when it comes to RPA

Mar 04, 2020 | 1284 views

The ability to deploy RPA (Robotic Process Automation) on large quantities of desktops, in an agile manner, has generated good investment returns and significantly improved the experience of customers and employees.

But what has been maximizing ROI in process automation lately is the adoption of hybrid RPA. Through an intelligent automation strategy it is possible to make bots and people work together, in a hybrid way - which promotes greater use and quality in customer service for contact centers and / or back office.

It is the junction of RPA Answered (the one that automates some simpler and high-volume tasks, but also promotes human service in more complex actions) and the Autonomous RPA (which is intended to automate tasks that rarely require human intervention) ). Overall, a high volume and low complexity job, significantly accelerating the processing of this large number of tasks.

Serviced RPA is often the starting point for an RPA journey, as it has a quick approach to automating work at scale, with virtually no additional hardware or virtual machine infrastructure. It runs on the desktop, front and back office.

For example: with an RPA implementation met, it is likely that not just a few, but all contact center operators or back office employees can benefit - since everything that is done with each call or transaction can be automated. . Within weeks it is possible to eliminate manual search, comparison, recheck, retrieval or posting through automation for everyone.

Serviced and Autonomous RPAs can work together and run at scale. When combined in a hybrid approach, organizations benefit from both technologies. By using met RPA, organizations can automate 20% to 50% of tasks for large numbers of professionals on their desktops.

With the additional support of a specialized standalone RPA implementation, to handle high volumes of specific jobs, the company will be able to empower its workforce and achieve faster ROI.

For any type of process automation, a central pillar of success is choosing the right processes to automate and then choosing the right automation approach. Any type of RPA is best implemented for high-volume, low-complexity, and rule-based tasks. It is essential to understand the amount of investment required versus the likely return.

People are an indispensable part of hybrid RPA. Serviced RPA robots work closely with real people to accelerate results. While a participating robot automates the transfer and entry of data on the desktop, an active agent is better able to empathetically listen to its customers.

Instead of having to put a data recovery task in the back office - or order the task in a queue to be completed later - hybrid automation allows this task to be triggered in real time, meaning customers and employees get the results they need right away. Hybrid RPA does not replace people, but rather increases their participation in processes with robots

Hybrid RPA ensures that assisted and unattended robots are working with humans efficiently, end to end. And it becomes more effective when it is part of an integrated platform for intelligent automation, which enables visibility, accountability and governance of the way a process is automated until its completion.