How Robotic Process Automation (RPA) has revolutionised the way businesses meet customer expectations

Digital Transformation is not just another buzzword, it is a necessity to stay competitive especially in a Post COVID-19 World. Automation of processes helps organizations to improve operational efficiency, free up staff from tedious, menial tasks to value-added tasks, and to deliver better customer experiences. Meeting customers’ expectations is an increasing challenge to maintain an organizations’ competitive edge. Businesses must stay ahead of the game by being innovative and creative to continually provide automated processes that will improve the customer experience. Robotic Process Automation (RPA) and Business Process Management (BPM) are the front runners by being one of the fastest-growing segments of business technology.

Innovation is key for customer retention


Robotic Process Automation (RPA) is the technology that allows anyone to configure computer software to emulate the actions of a human interacting within digital systems to execute a business process – essentially a “digital assistant”. These assistants capture data and manage applications through the user interface, just like humans do. They interpret, trigger responses, and communicate with other systems to perform a vast variety of repetitive tasks. RPA is taking on more tedious, repetitive, process-based tasks while freeing humans to take on more fulfilling, productive work which requires strategy and creativity.

“The global robotic process automation market size is expected to experience considerable growth by reaching USD 6.10 billion by 2027 while exhibiting an astounding CAGR of 24.9% between 2020 and 2027. This is attributable to the rising COVID-19 incidence that is driving the demand for RPA services across healthcare facilities”.1 This information has been published by Fortune Business Insights

With RPA, employees can shift their focus to solving key business problems and personalising customer experience.

How has RPA improved customer experience:

  • With robots doing mundane repetitive tasks, employees can now concentrate on creativity, innovation, problem-solving, connecting with customers, and developing the customer experience. Their focus can be shifted to nurturing customer relationships.
  • Chatbots help to get instant responses to customers. This has revolutionized the way companies respond to customer queries. These are handled quickly, efficiently, and in bulk.
  • Bots can rapidly resolve customers’ problems helping businesses to stay a step ahead of competitors.
  • Automating tasks using RPA removes human errors, helping organisations save time and money.
  • Net Promoter Score (NPS) is a way for companies to know where they stand in the market. NPS measures the willingness of customers to recommend a company’s products or services. With the RPA bots, employees can devote more time to understand customer needs and resolve customer-related issues. This will help in boosting a company’s NPS score.

Leveraging RPA – Robotic Process Automation in business does not mean that humans will cease to exist in the future workplace. On the contrary, the workplace of tomorrow will involve the peaceful coexistence of machines and personnel. Because RPA will require the oversight of human workers, new jobs and career paths will begin to emerge, replacing those that were eliminated. Find out more about RPA here

1. Fortune Business Insights

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