RPA technology – or Robotic Process Automation – is a subject that has been increasingly high in the market. The use of this tool can create a great experience for its user- (read our post about how its experience affects consumer’s decision).

According to a new study by Grand View Research, Inc., global market for robotic process automation (RPA) is expected to reach $ 3.97 billion by 2025. In addition, it should be thought that different organizations in different industries are increasingly challenged by growing competition due to changing technology and consumer preferences.

RPA beyond service

When we talk about RPA that is not specifically connected to the industrial area, it is common to think of its application in the service functions, for example – see our post about RPA connected to other tools and their importance here.

However, a possible application for this technology in companies that do not need industrial processes would be beyond that. The so-called “virtual assistants” can also work in other functions that the company wants to develop in the interface with its users and clients.

To understand better, just imagine situations in which “RPA-guided systems” function as real virtual assistants for certain processes with clients. Here are some examples of possible or potential applications in this sense:

Instructional contents and “assisted” navigation

Which means RPA works as a “guide”, a “tour” by the tool, product or service. That is, “endowed” with the ability to understand the difficulties and preferences of the user and to “guide” him through the experience according to these indicators.

A system programmed with RPA technology would function as a virtual “instructor”, assisting and streamlining some learning processes and presenting contents for a purpose, being a training or even a service itself.

Regarding the presentation of contents and tutorials, RPA would act as an intelligent “tutor”, presenting information to users – also assisting the client, as well as a bot, but not with a commercial function, but of assistance in this phase, which would be “after-sale” or “post-purchase”.

Imagine that your company sells a specific product and your customer needs to receive training or have prior information in order to get the most out of it. When purchasing the product, a virtual assistant would give instructions on how to use the merchandise – physical product – generating better user experience, without any need to get around, and whenever he needs it.

Now think of the same consumer hiring a platform or “digital service” to serve you in some specific demand, maybe a software that will be developed for your company. With a virtual assistant implemented in the routine of the company that could accelerate the learning process, assistance would be available at all times and questions could be clarified via chat.

Team building and job customization

Consider the case of a software that your company acquires to support the automation of tasks or management controls -ERP, for example. Your team, upon receiving it, can in addition to having contact with consultants and specialists, enjoy some virtual functionality that is not only “consultative” to clarify doubts but also solves possible problems.

A bot, based on RPA technology, could be programmed to function as a “face-to-face assistant” to accompany the team in its main tasks, questions or challenges. Especially when linked to the membership of the tool, and can even identify them “alone” in order to enhance its use and strengthen the support work that was initially done by a professional directly trained in the company.

Being integrated with a support team, can also help to gather essential information and reports on the operation of the tool, helping to control and adapt its functionality so that it can be further developed – according to what the company wants and needs, which contributes to the process of adding even more results to the company’s operation.

What about your company? Do they already use bots or RPA technology to provide a greater experience for their customers contact with products and services? Would you like to see what possibilities you could have with this? Talk to us and request a contact!

Postado por Raiz Fértil em 19 August, 2019