RPA Article Series #5

In Which Departments Is RPA Developing?
Departmental Development of RPA

Departmental Development of RPA

RPA'in Faydaları Nelerdir ?

RPA will become more common in all functions in organizations.

Given the potential benefits, businesses in industries plan to use RPA in almost every function in their organization, and some businesses are already using it. To date, it stands out as the product with the most progress in the departments of RPA use, IT management, marketing and communication, quality / process improvement, product development and finance / accounting, especially among leaders. In the next two years, usage will rapidly spread to the audit and compliance, operations / supply chain management and human resources departments.

Maturity Processes in Terms of RPA Business Processes

Joel Cherkis, vice president of product management at UiPath, says automating highly repetitive tasks and purging backlogs are common starting points for managers when they look at what they want to do with RPA. For example, the UK Employment and Pensions Agency had an accumulation of around 30,000 applications that would take months to process. Retirees would have to wait in line to process their requests. To prevent this, the pension agency turned to RPA and within a few days the backlog was cleared.


Blue Prism CTO Michael Marchuk says marketing units are developing some of the strongest RPA implementations. “Marketing can automate communication to communicate with customers and even create new communication channels,” he says.

Some companies are using RPA to improve processes directly related to the customer experience. A large retailer is using RPA when managing its supply chain to avoid stock cuts that could annoy customers. When the inventory management system shows that the supply has dropped to a set level, the robots automatically organize and notify the stock, and the large retailer can take action thanks to RPA without decreasing the stock of goods. That way, store managers have more time to focus on the customers in their stores.


RPA for Customer Interactions

In addition, the use of RPA is constantly advancing from back-office functions, especially in call centers, in customer interactions. For example, by automating caller identification, including the collection of caller data from different systems, back-office workers can benefit from spending more time solving problems and helping customers.

RPA can also help companies avoid the expense of replacing old fashioned systems. Peter Henstock, a senior data scientist at Pfizer, says robots can "run" legacy systems by extracting data from a variety of disconnected systems. Robots can then perform tasks that these systems cannot do on their own.

Similarly, some companies can use RPA as a backup when deciding what repositories will work best for them. Robots can gather information from different legacy systems and combine them and communicate them to managers to make timely decisions.

"Those who cooperate with Robotic Process Automation and artificial intelligence will be successful people and institutions of the future…."

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