What is Robotic Process Automation (RPA)? Starting from the most basic definition, RPA is a solution in which a software agent (robot) uses one or more IT resources or systems to complete a series of tasks (processes) in a prescribed manner. As RPA matures, new features begin to appear. Adding artificial intelligence (AI) to RPA (sometimes called Intelligent Process Automation (IPA)) can enable more complex automation.
Let's take Excel as our familiar example of automation. We all know that someone is a master of Excel. If they know Excel macros, they are a popular genius. Why? Because once we have identified the repetitive tasks, the first thing we need to look for is a way to make simple buttons. RPA goes one step further by increasing the scope of control over multiple applications. Excel macros work well in Excel, but are very limited outside of Excel. RPA works across applications and systems, providing data exchange and integration between different systems.
Think about how many tasks involve obtaining information from one system, performing certain operations on it, and then entering the results into another system. Check out more advanced automation examples and consider the benefits and value of being able to bring together all the information that a customer service agent might need to solve a customer problem. Usually, multiple back-end systems and applications are involved (call center manager, CRM, inventory, transportation/logistics, different databases, billing, etc.). This requires a lot of manual and repetitive labor. RPA can fill many front-end integration gaps in these scenarios.
One more level, advanced robotic solutions can be built and deployed for help. They can pause tasks and request human interaction instead of just staying at the programming point. This level of interactive automation is very useful because the input can determine the route of the next task. Is the return approved? Will I be notified to send replacement parts? Will the credit department be notified to approve the funds?
It is worth noting at this point that in all these examples, it does not eliminate the need for assistants; on the contrary, in all cases, it enhances and/or improves the value of the employee's work. This will be described in more detail later.
In addition to automation, another advantage that RPA provides over macros or scripts is centralized management and governance. Robots can be programmed with compliance considerations. In the RPA application itself, version control, robot distribution and customization are all centrally managed, which is a clear advantage compared with the aforementioned Excel macro experts. In addition to applications, many industries have strict rules and regulatory requirements. Who can use the robot? What can the robot access? While providing an audit trail, the robot can be programmed and only granted access to the basic system. And they do not own the intellectual property rights themselves. Therefore, if Bob, the Excel macro expert, leaves the company, automation will not go with him. Most organizations have incomplete process records. If they do have a document, it will only reflect the process when the document was created—not how the user is doing it now. The complete RPA solution will include or provide options for tools for recording and capturing processes.
So, what defines a good RPA strategy? As with most IT solutions, the possibilities are endless. This is not to say that every IT solution should be implemented. Likewise, not every task should be automated. The best goal of automation is standardized, rule-based processes that are repetitive, high-volume, and low-abnormal. These tasks are usually the easiest to automate and provide a significant return on investment. In addition, tasks currently performed by skilled employees are an important goal of automation, as this frees up time for more valuable processes.
The main benefits of successfully implementing RPA are lower error rates, lower costs, and employee and customer satisfaction. Click on page 2 to continue reading...
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