Robotic process automation is a powerful tool for businesses looking to automate and scale their customer service processes. Additionally, as more companies automate complex tasks, the question of how to deploy robotic process automation at scale is becoming more and more relevant.
This article will explore the benefits, challenges, and risk mitigation strategies of deploying robotic process automation at scale.
What is robotic process automation?
Robotic process automation (RPA) is a type of artificial intelligence (AI) software that replaces tasks traditionally performed by humans. RPA can be used to automate many different types of business processes, including customer service operations and back-office functions.
Why should organizations deploy RPA at scale, and what are the benefits of doing so?
Deploying RPA at scale helps organizations reduce manual tasks, such as answering repetitive questions or performing tedious administrative workflows. Freeing employees from these low-value tasks means focusing on more important customer interactions and sales initiatives, increasing overall productivity.
Deploying RPA at scale also improves customer service efficiency by automating the routine tasks that might otherwise delay a response to an inquiry or resolution of a problem. This means customers can get answers faster, which leads to higher satisfaction rates and lower churn risk.
Who can benefit from deploying RPA at scale?
Any company with repetitive processes can benefit from deploying RPA at scale. How much they will benefit and how simple it will be to set up depends on several factors, including industry and customer service process.
What challenges might an organization face when deploying RPA at scale?
Like any digital transformation, there are risks in RPA deployment. An organization’s biggest challenges when deploying RPA at scale are the upfront costs and the long-term commitment that come with in-house deployment. Possible risks of deploying RPA at scale include loss of data or other important assets, a lack of customization, and increased security risks.
Questions to ask are:
- How should an organization manage data security when deploying RPA at scale?
- How can companies protect their intellectual property, customer data, and other mission-critical assets when deploying RPA at scale?
- What does an RPA implementation project look like from start to finish, and how much will it cost in total?
How to overcome the challenges of deploying RPA at scale.
Here is a list of steps for companies looking to improve their customer service and processes with RPA deployment at scale:
Get management and team buy-in.
Implementing new digital technologies requires major changes to the way people do their jobs. Companies should make sure that everyone is on board with the RPA organization plan and understands how it will benefit them personally and the company at large.
Identifying processes where implementing RPA will have the most impact.
Companies should identify repetitive tasks that are slowing down productivity, causing bottlenecks within the organization, or providing low customer satisfaction. They should then check if the tasks meet the following criteria.
- Are they rule-based? Automated processes need to follow specific rules with few exceptions. Otherwise, they cannot be programmed.
- Are they company-specific? Are there business processes that many organizations use or is it unique to the company in question? If many companies use the processes, chances are there is already a solution, and it will be cost-effective to purchase that option rather than create something new.
- Do they change often? Automating processes that change a lot doesn’t make sense because developers will spend too much time on maintenance.
Use process mining tools.
Process mining software captures data-driven information about how key processes are performing, giving companies insights into their workflow. This enables a company to find out which steps of their workflow need improvement.
Establish an RPA Center of Excellence.
This is beneficial because it can determine the most effective way to use the new technology. It can also train employees on the best ways to use RPA bots for their tasks. For instance, it could teach them how to input and extract data from the new system, as this is necessary for many business processes. Setting up a center of excellence will make sure that all employees learn about the new software and its tools.
Identify potential risks and create a risk management strategy
It’s important to identify potential risks and create a risk management strategy. How will the company handle security? What about intellectual property, customer data, or other mission-critical assets? How can the organization protect them during the RPA deployment process?
Implement the solution.
It’s time to implement the RPA solution. Answer the following questions. How will the company address any security risks? How can management be prepared for the transition process and understand how their job might change with a new automated process in place?
Scaling RPA.
An investment in RPA can be costly and time-consuming, but the benefits are many. As with most digital transformations, there is an upfront cost along with a long-term commitment from the organization. With careful planning and management of data, intellectual property, customer data, and other mission-critical assets, RPA development is transforming businesses everywhere.
Drive RPA at scale with Capacity’s automated support platform
Capacity is an AI-powered support automation platform that connects to the entire backend of your business. It answers questions from customers and employees, automates repetitive tasks and complex processes, and builds solutions to any business challenge.