The Robots Are Here: Betting on RPA for Intelligent Business Process Management

Apr 25, 2019 7:58:00 AM

in Customer Service, Blog

Across all industries, robots are revolutionizing the way companies operate in nearly every sector of the economy. From the creation of the robotic vehicle assembly lines in manufacturing to robot-assisted surgery in healthcare, robots have long helped improve productivity and accuracy while simplifying complex processes. Now, the next wave of Robotic Process Automation (RPA) is hitting the back office. Using actionable, real-time insights from operations intelligence, companies can now augment the orchestration and automation of adaptive business processes.

The proliferation of automation and artificial intelligence is an important driver of organizational performance and has already begun to drive business transformation. Chief among these is the impact of automation to improve speed to market and accuracy of data extraction by eliminating human error from the equation. Along the same lines, regulatory or legal compliance rules are being embedded with an RPA framework so that instead of a human manually hunting for violations after collecting information, the system can carry out a check simultaneously as data is input, making the process substantially more efficient.

These new technologies are also profoundly changing how brands engage with their customers and how they manage their contact centre partners. Enterprises are leveraging better customer insights by graduating from leveraging RPA capabilities as an enabler to eliminating mundane, repetitive tasks and helping employees discover the next-best actions for proactive customer engagement. In fact, according to Gartner, “By 2025, customer service organizations that embed AI in their multichannel customer engagement platform will elevate operational efficiency by 25%.” (Source: Gartner, Predicts 2019: CRM Customer Service and Support, Olive Huang et al., 13 December 2018).

At Startek and Aegis, we’ve recently deployed a robotic process automation solution for an e-commerce giant with great success. The solution encompasses a digitized and automated email response management system for seller support. Using intelligent bots, Return Order (RO) requests are now automatically segregated and assigned to the appropriate team. Manual follow-ups with e-commerce dealers have also been replaced by rule-based scheduling and well-defined and informative email responses.

Teams now have access to a uniform, web-based User Interface (UI) to track cases assigned to them and to keep track of the chronological progress of each case. We also developed a built-in alert mechanism, encompassing defined business logic, which reduced overall manual tracking overhead. Adding RPA technology to handle such customer requests resulted in a 20% reduction in average handle time. Additionally, the RPA solution helped humanize the process of manually tagging RO requests for further action. Human error has been reduced, and employees no longer have the burden of tracking and sending alerts.

By leveraging RPA technology in conjunction with existing business processes, we helped our client streamline a long running customer process across functional boundaries and technology silos. Yet, deploying the RPA solution did not supplant the human touch. Instead, it complemented the entire RO engagement cycle by reducing manual intervention to a bare minimum.

Even in a world of robots and intelligent automation, humans continue to be an essential component of the customer experience. Intelligent actions of programmable robots cannot be deciphered systematically without human input. That’s why it is important to strike a balance between the talent and the machine. A highly intelligent BPM requires a balance between automated technologies and authentic human communication to streamline processes and gain productivity while building trust, rapport, and loyalty with your customers. To learn more, visit us online at or