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There is no doubt that in recent years technological advancement in the industry has increased exponentially, but so have customer expectations. These days, customers expect their questions to be answered and their needs met almost instantly, placing an additional burden on businesses to keep up with consumer demand while keeping the cost of doing. business at a reasonable level. Businesses must evolve to survive in today’s climate, and robotic process automation can be the necessary catalyst for businesses to take the next step forward.
What is robotic process automation?
Robotic process automation (RPA) is a type of software that is created to mimic mundane or repetitive human tasks. The software can take the burden of repetitive processing tasks off humans themselves, allowing people to handle the most complex tasks or problems within a company. Automation software can be programmed to perform a wide range of technology jobs, following all the rules it is given to follow.
Types of companies that can benefit from RPA
Simply put, many companies using technology can benefit from intelligent automation, but here are some examples.
Computer / IT and telecommunications companies: These types of companies require a lot of customer support, much of which can be easily achieved using automation software. RPA can help by creating electronic tickets and then responding to them when a customer submits a question or request for service. The tickets can then be transferred to the correct human worker for completion.
Accounting Companies – Automated software can contact customers, confirm payments are being made, and even sync with online banks, taking human error out of the equation.
Online Stores – Online stores can use RPA to accept orders and communicate with customers, all without the need for a live person. This will allow a customer service agent to handle any queries that are higher priority or require critical thinking.
Insurance Companies: RPA can help insurance companies with claims processing, payroll, and even email.
Future of outsourcing
RPA can change the way companies outsource. Companies often outsource to foreign countries as a way to complete tasks when they cannot afford to hire workers locally. This sends money from the company to other countries to pay outsourced workers, which removes revenue from the local economy and runs the risk of customers not receiving the best quality of service. Automation software takes the outsourced worker out of the equation, replacing the jobs previously performed by a foreign worker.
This will not only keep company employee expenses within the country in which they operate, but will also remove the stress and stigma associated with hiring staff from other countries. A company that chooses to invest in technology is ultimately investing in the satisfaction of its customers and the longevity of its business.
Intelligent automation enables organizations to keep local workers on staff to handle complex tasks while letting technology take care of the more mundane tasks. This will dramatically reduce costs while increasing the quality of service. As a result, the bottom line of a business should see improvement as consumers begin to receive more support and service, likely helping a business develop a more loyal group of repeat customers in the coming years.