How to achieve automation of robotic satisfaction processes?

In general, it is understood that the robotic process automation (RPA) market is about to explode in the coming years. The figures of Grand View Research establish that the market will have a value of $ 8,750 million for 2024, led by the interest in greater precision, compliance, cost savings and scalability.

It is estimated that the tools offered by RPA are 65% cheaper than full-time employees, which offers an alternative to outsourcing savings.

Depending on who you talk to, RPA is a beneficial addition for the company. According to a survey conducted by Enterprise Irregulars, 58% of the 136 companies surveyed indicated satisfaction with their RPA initiatives. However, the actual data is within individual industries.

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Consider some of the information they found:

Satisfaction with cost savings was greater with the marketing and IT departments, while with customer service and finances was lower. For the former, satisfaction comes from the possibility of extending legacy solutions and automating manual tasks. In the latter, dissatisfaction is caused by overinvestment, which results in an extreme reduction in the workforce.

- Commercial satisfaction was highest with the IT services desk and acquisitions, while business services and financial accounting had a lower commercial value. When IT processes and the acquisition of commercial elements could be automated, companies found greater commercial value. In similarity, finances and customer service still found less value.

- When analyzing these numbers, Enterprise Irregulars discovered that many organizations were using RPA to eliminate costs, which was not necessarily the best plan of action. On the other hand, greater satisfaction was found in the process improvements.

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How does this talk about approaching the RPA?

Think long term: although it is easy to think that technology is the cure for all, the reality with RPA is within the improvement of the process. The reduction of employees is something that should be considered in the long term, but the adjustment processes to optimize the business in the short term should occupy a central place.

The client’s obsession still occurs with the RPA: the client is still the king, even if he is talking to a robot. Enterprise Irregulars discovered a continued interest in chatbots and virtual agent solutions and, considering that automation still has a long way to go, there is a lot of room for innovation. With these considerations in mind, it will be interesting to see where the RPA market is headed in the coming quarters.

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