Role of RPA and AI in Business Communication

Robotic process automation (RPA) and Artificial Intelligence have helped many industries grow significantly in terms of operation, communication, and customer experience. Even though the individual capacity of both these technologies is tremendous, to yield maximum benefits, industries are utilizing them in a combination.

When combined, Robotic Process Automation and Artificial Intelligence can deliver innovative communications solutions, which eventually enhances the efficiency of the product and reduces operational risks.

To bring them together, you first have to understand how they will work separately. So here, in this article, we will give you a detailed overview of Robotic Process Automation and Artificial Intelligence.

This guide also includes how you can combine both to get maximum benefit in terms of business communication. Let us start:

What is Robotic Process Automation?

Robotic Process Automation is a technology that helps in deploying and managing software robots. These robots can emulate human actions like understanding what is on the screen, identifying the data, navigating systems, and performing a whole range of actions.

The good part is that these system robots are faster than any human and can easily perform repetitive and lower value tasks like copying data, interpreting the text, filling in forms, and concluding routine analysis. As the work is much faster and accuracy is higher, industries are opting for more software robots, which is where the need for RPA comes in.

RPA helps organizations develop software and bots that imitate human action and help create a more profitable and flexible work environment. Technology is also responsible for a satisfied workforce as it eliminates any chance of mundane activities. This also brings opportunities for innovation and creativity in the workspace.

The prime benefits of an RPA are accelerated transformation

1. Major cost saver

2. Better resilience

3. Upgraded compliance

4. Enhanced productivity

5. Top-level accuracy

What is Artificial intelligence?

Artificial intelligence is a branch of computer science concerned with developing machines capable of performing tasks that require human intelligence. These machines imitate human understanding, learning, thinking, and decision-making to some extent.

Some of the most popular real-life examples of Artificial Intelligence are amazon's Alexa and Apple's Siri that can perform several tasks by just hearing a voice command. Another example of an advanced Artificial Intelligence system is self-driving cars.

Tesla has been testing the self-driving feature for a while and has released a full self-driving option for a selected group of expert drivers. In a survey, it was found that Artificial Intelligence is expected to rise by 90% by 2075.

Examples of AI in a workplace are:

• Machine learning

• Docking understanding

• Chatbots

• AI computer vision

When you combine AI and RPA, it formulates a brand new technology called Intelligent Process Automation. An IPA utilizes Robotic Process Optimization, Artificial Intelligence, Natural Language Processing, and Machine Learning to create a working system that can evolve and adapt on its own.

This next-generation technology is meant to remove any redundancy and routine tasks out of the system. It also simplifies the communication between multiple levels of a system and speeds up the process significantly.

Here is how organizations are utilizing the combination of Artificial Intelligence and Robotic Process Automation to develop an efficient communication system.

Invoice processing automation

Almost all large companies find it challenging to automate the process of creating invoices. The reason being, most of these invoices come from different vendors and have an unstructured source of data.

The optimization tools that were previously in the market work only on a structured form of data, so it was very difficult to automate this process. When the IPA came into the picture, it made things easier. IPA utilizes Machine Learning, Natural Language Processing, and Optical Character Recognition to acknowledge the context of a document, and that is how it can identify and extract all the relevant information, which further helps in automating the invoicing process.

Inbox Optimization

In the corporate environment, thousands of emails are exchanged every day. Looking at all these mails manually was an enduring task, but the process has become rather easier with the arrival of Intelligent Automation tools.

The automation process involves deciphering the topic and then routing individual mail to the concerned authority. For example, suppose there is an address change request in a Broadband company, the IPA tools will process the information and send it to a concerned downstream system.

These optimization tools can also process documents such as PDF and Word documents. Hence, the entire communication between several levels of the same organization is simplified to a great extent.

Advanced Calling Experience:

Robotic process automation helps to improve communication-centric functions; it streamlines the workflow and business process of companies that are dependent on voice, video, and text communications.

The automated VoIP technology helps businesses make communication secure and jitter-free. For instance, a highly-enabled VoIP technology can manage call centers effectively by resolving client’s queries without making them wait.

Chatbots:

Chatbots are the most common form of integration between RPA and AI. They make sure the customers have a swift and dedicated service experience. Different customers have different requirements and product queries.

Attending each of these queries can be time-consuming and costly. Chatbot ensures there is smooth communication between the client and the business. Having them, you can be sure that someone will be present at the site when a customer visits in for shopping or a query. Consider it your very personal customer care assistant that is always available to take in queries.

Most shopping websites are using AI in combination with RPA. When done correctly, it can carefully handle processes like canceling the order, changing the delivery date and quantity.

Chatbots also send the gratification that you receive at the end of shopping. These bots have remarkably reduced customer’s burden and have satisfied both the customers and the workforce.

Conclusion:

When Robotic Process Automation and Artificial Intelligence are combined with the right steps, it opens a broad spectrum of opportunities for businesses. The investment that was going into repetitive and mundane tasks can now be focused on innovative projects and development. Not only has it been a cost-effective solution, but also made the workspace better and communication simpler.

Amit is the Co-Founder of Signity Solutions and Your Team in India . A tech-evangelist, he has an uncanny ability to synergize and build associations.