Conversational AI (CAI) and Robotic Process Automation (RPA) are two technologies transforming how businesses operate. Bringing together their capabilities will generate even greater business benefits for organizations, positioning them to succeed in a fast-paced, highly competitive market.
Robotic Process Automation is a business process automation technology that mimics the activity of a human being in carrying out a task within a process. It uses software robots (bots) to automate rules-based tasks. Hence, it will do repetitive stuff more quickly, accurately, and tirelessly than humans, freeing them to do other tasks requiring human strengths such as emotional intelligence, reasoning, judgment, and interaction with the customer. For example, digital workers (software robots) can perform back-office tasks such as extracting data, filling in forms, and moving files between folders, applications or business systems.
Conversational AI uses natural language processing (NLP) and machine learning (ML) to create human-like interactions with human users through voice or text. When these technologies are integrated to work together, they can enhance both customer experiences and business processes.
RPA has unquestionably improved back-office processes and made the lives of countless workers less repetitive or mundane. Enhancements in conversational AI have now opened front-office processes to omnichannel advance through its ability to leverage back-office RPA platform tooling, artificial intelligence (AI) and machine learning (ML), e.g., conversational interfaces in retail, answering vendor purchase order queries, customer services. By leveraging the capabilities of Conversational AI, businesses can now make better use of their investments in RPA to automate critical interactions with customers and employees. This unlocks a new realm of automation potential that, when combined with RPA technology, can greatly diminish the necessity for human intervention in end-to-end business processes. Conversational AI can enable businesses to get more from their RPA investments and solve a whole host of complex business challenges. Here are some examples:
Conversational interfaces offer a friendly and intuitive interface for customers and employees to access RPA-enabled processes, such as booking appointments, checking order status, etc. This can reduce the need for human intervention in end-to-end business processes by automating key interactions with conversational AI and executing backend tasks with RPA.
Businesses can enhance the capabilities of RPA bots by integrating them with conversational AI platforms to handle complex queries, provide contextual information, and learn from user feedback. E.g., a customer can reach out to the insurance company via a conversational AI assistant to file a claim. The chatbot can ask for relevant information, such as policy number, date or photographs of a claim incident, and then trigger an RPA bot to validate the data, check eligibility, and process the claim in the backend system.
Conversational AI chatbots and RPA bots also play a combined role in processing a mortgage, credit card, or loan applications. The chatbot can guide the customer through the application process, collect necessary documents, and initiate an RPA bot to verify the information, perform credit checks, and approve or reject the application.
Conversational AI chatbots can enhance customer engagement by providing personalized recommendations, offers, feedback surveys, etc., based on customer preferences and behaviour. They can also send proactive messages such as alerts and notifications, reminders surveys etc. RPA bots can then execute actions based on customer responses, such as sending confirmation emails, updating CRM records, or placing orders.
Conversational AI chatbots can improve employee engagement by providing self-service access to HR policies, payroll information, leave requests, etc. RPA bots can then automate the tasks related to these queries, such as updating employee records, sending notifications, or generating reports.
Conversational AI chatbots can also act as virtual assistants for HR recruiters by screening candidates, scheduling interviews, sending reminders, etc. RPA bots can then handle the administrative tasks involved in hiring, such as sending offer letters, collecting documents, or onboarding new hires.
Conversational AI chatbots can help IT service teams by providing 24/7 support for common issues, such as password reset, software installation and network troubleshooting. RPA bots can then execute the actions required to resolve these issues, such as resetting passwords and installing software updates or patches.
Conversational AI chatbots can help customers book appointments with various businesses, such as healthcare providers, doctors’ offices, restaurants, beauty salons, car repair shops, etc. RPA bots can then update the calendars, send confirmation messages, or cancel or reschedule appointments if needed.
Conversational AI chatbots can enable customers to perform simple transactions, such as checking account balances, transferring money, paying bills, ordering food, etc., in an automated and personalised manner. RPA bots can then process the payments, update the records, or deliver the orders.
Conversational AI chatbots can provide personalized recommendations to customers based on their preferences and behaviour. For example, a chatbot can suggest a product that matches a customer’s style or a service that suits a customer’s needs. RPA bots can then add the items to the cart, apply discounts or coupons if available or follow up with feedback requests. Studies have reported that automation can generate an accuracy rate of 98% in retail product categorization whilst reducing human effort by 80%.
Conversational AI chatbots can help customers solve common issues or complaints by providing troubleshooting tips or FAQs. If the issue is more complex or requires human intervention, RPA bots can escalate it to the relevant agent or department and provide applicable information to speed up resolution.
Conversational AI chatbots can assist IT service teams by providing 24/7 support for common issues such as password reset software installation, network troubleshooting etc. RPA bots can then execute actions required to resolve these issues, such as resetting passwords and installing software updates or patches.
CAI and RPA are two technologies transforming how businesses operate. RPA uses software robots to automate rules-based tasks, while CAI uses natural language processing and machine learning to create human-like interactions with users. When integrated, these technologies can enhance both customer experiences and business processes. By leveraging CAI's capabilities, businesses can make better use of their investments in RPA bots, automating critical interactions with customers and employees and reducing the need for human intervention. This unlocks a new realm of automation potential that can solve complex business challenges.
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