Digital workers represent an exciting new era of automation technology. They can potentially revolutionize repetitive tasks in a way that traditional robotic process automation (RPA) bots could only dream of. In short, digital workers represent the future of automation. But what makes them different from a typical RPA bot? How do they differ regarding functionality, cost-effectiveness, and overall impact? In this article, we will explore the differences between digital workers and RPA bots to understand better why digital workers are the way forward regarding automation.
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What is a digital worker?
A digital worker, or software robot, is a virtual non-human colleague that leverages intelligent automation to handle complex processes from start to finish—for instance, transferring invoices through an organization’s network from sales to finance.
A digital worker, also referred to as a virtual or online employee, operates with the help of AI and machine learning. It can handle not only one task but entire business processes. This technology is so advanced that it can ask clarifying questions and remember past interactions. As a result, tedious work can be alleviated from employees’ plates while empowering them to focus on other strategic tasks.
What is a robotic process automation chatbot?
Robotic Process Automation (RPA) chatbots are advanced pieces of software that use AI and natural language processing (NLP) to replicate a human-like conversation. They can be used through websites, email, SMS, or other messaging applications. It works by comprehending the user’s questions, then providing relevant answers to create a seamless experience. These bots are beneficial for internal customers as well as external customers.
Nowadays, many companies use AI chatbots to automate support, consisting of complex software and code algorithms. Rule-based chatbots are designed to answer pre-programmed keywords or queries, while advanced AI bots leverage NLP and machine learning. They can interpret basic communication, accurately respond to various inquiries, and engage in a dialogue that customers may misconstrue with a human agent. These state-of-the-art chatbots are capable of providing multiple solutions as well as engaging in ongoing conversations effortlessly.
According to the Gartner Technology Roadmap survey, customer service and support leaders plan to invest heavily in chatbots over the next several years. Although only 25% of companies have fully deployed them by now, 37% will start pilots or deploy them within 2023.
Is there a difference between RPA bots and digital workers?
The primary difference between RPA bots and digital workers is that RPA bots are used to automate repetitive and structured processes, and digital workers can access the frameworks to automate processes.
Unlike RPA bots, which are pre-programmed with keywords or queries and use AI and NLP to simulate a human conversation, digital workers can leverage AI and machine learning to ask clarifying questions, remember past interactions, and handle entire business processes from start to finish. Digital workers are more intelligent and robust than RPA bots, as they can engage in ongoing conversations and provide multiple customer solutions. As such, this technology is becoming increasingly popular among companies looking to automate support functions and free up time for employees to focus on more strategic activities.
The benefits of RPA bots and digital workers
Intelligent chatbots and digital employees can transform the way businesses handle support. Take a look at some of the top benefits they provide:
1. Increase efficiency in the workplace by reducing manual labor and mundane tasks
2. Streamline processes and enhance customer experience
3. Reduce costs associated with hiring new staff
4. Provide better accuracy and faster service
5. Allow employees to focus on more critical tasks
6. Ensure compliance with regulatory requirements
7. Improve customer support and reduce response times
8. Enhance communication within an organization
9. Increase access to data and insights
10. Help organizations scale up their operations quickly and easily.
Digital worker vs bot: Which one is better?
A digital worker is a perfect fit for automating compute-intensive tasks from beginning to end. For instance, it can generate quarterly revenue reports and craft presentations based on said reports. A digital worker could also manage HR duties like establishing job descriptions, welcoming new employees into your organization, configuring user accounts, and efficiently managing referrals.
A chatbot could be the perfect solution if your organization is looking for an efficient and effective way to communicate with customers. Chatbots operate 24/7, can answer questions in multiple languages, respond quickly to FAQs, take pressure off customer service reps, and turn potential customers into qualified leads. Furthermore, they even provide businesses with data that can prove invaluable for analytics.
Wrap-Up
In conclusion, RPA bots and digital workers are powerful tools that businesses can leverage to automate mundane tasks, streamline processes, reduce costs, and improve customer support. While RPA bots are best suited for repetitive, structured tasks, digital workers are designed for compute-intensive activities like generating reports and managing HR duties. Ultimately, with their combination of intelligence and efficiency, bots and digital workers offer businesses a unique opportunity to automate processes and improve customer experience.
Support automation platforms like Capacity can help businesses of all shapes and sizes automate support for internal employees and external customers. Using AI chatbots, Capacity can relieve support teams of 90% of tickets.
