The Role of Artificial Intelligence (AI) in Robotic Process Automation (RPA) and the Multiple Business Benefits
Artificial Intelligence
Ricky Philip September 10, 2021

Automation has opened up new possibilities in business development and is considered a significant pillar for successful digital transformation. One such automation technology that enhanced business operations by bridging the gap between manual interaction and full automation is Robotic Process Automation (RPA)

RPA can be considered as an opportunity to transform enterprises; a gateway to enhance business automation, a tool to increase human efficiency, at lower costs and with no-imminent risks. 

Before digging deeper into RPA, let us answer the question all of you have in mind!

Robots, are they an opportunity or a threat?

To workers, automation may undoubtedly be seen as a threat to job security. But what most employees or employers fail to understand is that RPA isn’t a replacement for the human customer-service workforce. When deployed properly, it becomes a source of opportunity both for the business and its workforce, because RPA replaces human tasks, not humans. It’s excellent for jobs that demand no human intervention — jobs that are often considered repetitive, tiring or time-consuming. 

So, in short, not all robots are a threat to humankind! Now, let’s dig deeper into RPA

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What is Robotic Process Automation (RPA)?

RPA based intelligent automation can be described as the integration of digital bots into an organization to carry out tasks that only human employees were previously considered capable of performing. With the implementation of innovative technologies like Artificial Intelligence and Machine Learning, RPA can be able to augment human behavior in carrying out highly advanced work. Therefore, RPA can be classified into two distinct types: automation of routine office work and automation of advanced intelligent processes through means such as artificial intelligence (AI). 

There are multiple benefits of RPA, including:

  • Less coding: RPA does not inevitably need a developer to configure. The drag-and-drop features in user interfaces make it much simpler to onboard non-technical staff.
  • Rapid cost savings: Since RPA reduces the workload of employees, resources can be assigned towards other priority tasks that require human assistance, leading to progress in productivity and ROI. 
  • Higher customer satisfaction: Since robots, chatbots, digital workers, virtual assistants, etc can work around the clock, they can decrease wait times for consumers, driving increased rates of customer satisfaction.
  • Improved employee morale: By removing repetitive, high-volume workload from the employees, RPA allows them to focus on more thoughtful and strategic decision-making. This work shift has a positive effect on employee well-being and happiness.
  • Better accuracy and compliance: Since artificial intelligence algorithms can process RPA robots to mimic particular workflows and commands, human errors are significantly reduced. Therefore, RPA can be an asset especially around businesses that demand precision and compliance, like regulatory standards. 
  • Can be implemented on legacy services: Legacy systems will not have to be entirely reconstructed to implement RPA services. RPA solutions do not create any interruption to underlying architectures because bots operate on the presentation layer of monolithic applications. 

Applications of Artificial Intelligence in Robotic Process Automation

We all know that the potential of robotic process automation (RPA) is immense and ever-growing; and when paired with innovative technologies such as artificial intelligence (AI) or machine learning (ML) it is almost endless. Combined together, these smart/intelligent bots can mimic every human interaction and can be leveraged by any industry or domain. 

Let’s explore how these capabilities can transform the way companies do business, and create new opportunities for growth, collaboration, and increased productivity.

In recent years, AI services and Machine Learning (ML) strategies have been implemented in complex work environments, such as data analytics, sentiment analysis, and self-learning without human interaction. 

Machine Learning is used to teach robots how to deal with data more efficiently by stimulating the learning concept of rational beings. On the other end, with artificial intelligence or AI services (or techniques), these bots can reflect human characteristics and make precise decisions on the task at hand (Mostly leveraged in Chatbot Development Services). Together, ML and AI services give bots, chatbots and advanced computers the ability to not only understand problems but also to leverage solutions such as application interconnectedness, predictive analysis, and big data to solve these problems.

It also gives artificial intelligence robots the credibility to examine and extract information to classify, associate, optimize, group, identify patterns, etc. Given the potential of AI applicability, intelligent automation has been constantly adding to its digitalization capabilities. Thus, making it more relevant and resourceful across multiple industrial domains.

Benefits of Artificial Intelligence (AI) In Robotic Process Automation (RPA)

  • Increase in security

An AI-based robot could be used to execute a process based on analysis. It does not require the need for data collection or manual intervention from humans who can misuse the data. For example, AI automated bots could be significantly helpful in handling sensitive data such as police case files, administrative affairs, or even financial services because the private pins or other credentials will not have to be disclosed to a human.

  • Cognitive AI & Predictive Analytics

As Artificial Intelligence can learn to make decisions, discover, and plan by employing predictive analytics, RPA will be able to intercept exceptions and match these patterns or events to expected or unexpected, opportunities, and threats. This gives smart automation bots the capability to make decisions and respond to emerging customer behaviors and market trends. Such self responding technology is widely adopted in chatbot development services. With the implementation of artificial intelligence technology, chatbots will be capable of understanding human emotions as well. This process is known as Sentiment Analysis. Chatbots can respond precisely based on human emotions, they can understand whether the user is happy, angry, or neutral, thus providing better customer satisfaction. 

  • Promoting the use of big data

Self-aware artificial intelligent bots could be used to collect and organize inconsistent data from disparate systems to make it usable for big data analytics. For example, AI-based Robotic Process Automation could be utilized to facilitate automatic ordering and provisioning of services through a cloud interface.

Chatbot platform

The Applications of Artificial Intelligence Based RPA in Business

So if RPA is not a threat to humankind and does not take over our jobs, then what does an RPA actually do? 

Artificial Intelligence integrated RPA robots will undertake any application as long as it is programmed into their core with the explicit rules that they have to follow. This doesn’t simply mean that non-rule-based processes are not suitable for RPA; as we learned earlier with Artificial Intelligence, RPA can process duties without these rules. 

Considering this, the best-suited applications of AI service-based RPA are where there is more transaction volume, an increased level of standardization, well-defined implicit logic, and a high level of security. Automating large volume and repetitive mundane responsibilities can bring high savings in expense and decrease a lot of working time, while security secures the automated processes. Some general areas where artificial intelligence based RPA can be implemented are:

  • Low cognitive requirements: 

Processes with a lot of repetitive tasks are ideal candidates for AI based RPA application, while complex processes with a lot of different, complex tasks are harder to be handled by RPA. eg: customer interaction with chatbots

  • Access to multiple systems is not required: 

RPA is applied on top of existing applications, but it typically automates tasks or operations within a single application or information system. Eg: IoT services

  • High volume: 

Processes and tasks that are performed relatively frequently are good candidates for RPA application. 

  • High probability of a human error: 

Tasks that are typically performed by operators, and where a possibility of a human error is high (as evidenced from historical data records), should be the first choice in selecting processes for RPA implementation. 

  • Limited exception handling: 

Processes that do not have a lot of possibilities for some exceptions are the potential candidates to be automatized for RPA application.

There are also numerous high-end industries and business functions that have a proven significant track record with applications of RPA technology. Such as:

Industrial Automation

Healthcare

For healthcare sectors, the efficiency and accuracy of every internal process are essentially crucial, as patients’ well-being and health depend on them. That’s why almost all hospitals and healthcare facilities using Artificial intelligence based automation services to streamline data management, insurance processing, payment cycles, prescription management, and other processes. With the implementation of smart AI bots, these automation tasks have much fewer errors and a better patient experience. 

Banking and Financial Services

The banking and financial sectors were one of the first industries to welcome the adoption of Intelligent Automation (IA) by leveraging artificial intelligence. Currently, several prominent banks implement smart automation technologies to automate everything from anti-money laundering and customer services processing, to account opening and KYC research. Sentiment analysis based chatbots and virtual assistants are widely used to help employees and customers quickly find answers to any type of questions.

Insurance

Insurance is another industry that has several repetitive processes that are well suited for artificial intelligence automation. Although insurance sectors have not adopted RPA as much as banking sectors, several use cases are already successfully automated in insurance. This comprises several application processing services, policy administration, regulatory compliance, and much more.

Retail

Retail businesses are investing profoundly in automation to improve both customer and employee experiences. Popular applications of AI services in the retail industry include everything from fraud detection, warehouse management, online orders, customer assistance/support, and customer relationship management. AI based predictive analysis is also widely adopted to determine customer trends and changing market demands. With predictive analysis and data analytics, retail businesses are able to significantly improve customer satisfaction and decrease wastage of products.

Human resources (HR)

HR services include a tremendous amount of information management and standardization across different systems and domains, which makes them a good fit for intelligent automation. HR management has immense opportunities with artificial intelligence automation because the processes are mainly rule-based and demand a high degree of accuracy as well as speed. 

How Businesses Can Integrate Intelligent Bots Into Existing Processes

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For many enterprises, their legacy systems are the fundamental platform for every operation. Replacing these legacy applications would endanger not only the continuity of business operations but also might dig deep holes in the stakeholder’s pocket. To leverage the multiple benefits of intelligent automation by implementing it into your existing system, you will have to follow a process, such as:

  1. Identify an RPA Service Provider
  2. Choose your RPA solution
  3. Choose the AI/ML to enhance RPA solutions
  4. Develop your solution
  5. Test your solution
  6. Go live

1. Identify an RPA Service Provider

The implementation of automation relies on RPA service provider abilities and includes significant time and tools to achieve operational excellence. Below are a few things to look for in an RPA service provider.

  • Vendor experience
  • Commitment to staying up-to-date with technological advances
  • Proactive customer support
  • Far-reaching customer training

2. Choose your RPA solution

Since RPA is an ever-growing domain with the implementation of technologies such as AI services and ML or no-code RPA, it is essential to understand the latest technology that can be implemented in your RPA solution.

3. Choose the AI/ML to enhance RPA solutions

Though RPA is mostly utilized for automating rules-based tasks, it can also automate more complex tasks with artificial intelligence and machine learning. These innovative technologies can be leveraged to ensure hyper-automation solutions that boost business performance & IT optimization. Therefore, ensure that your automation service providers are prominent in the field of Artificial intelligence services as well. 

4. Identify Areas That Require Automation

Initially, a comprehensive process strategy needs to be prepared to distinguish which parts of the process will be automated. After the purpose of RPA bots in the process is defined, artificial intelligence robots can be programmed. Trade-offs such as faster deployment vs more flexibility need to be analyzed accurately while developing the solution.

5. Test your solution

For an AI automation solution to seamlessly transform from the development to delivery stage, optimal test automation services are important. Several Test Automation Services companies have in-house testing labs and infrastructure, with extensive experience of successful AI implementation across different domains. Such testing service providers can help you test your intelligent automation solution under all major scenarios, leveraging historic data that enables more realistic tests.

6. Go live

Design the governance of a new, bot-driven process with support from the current team. For example, put in place a mechanism for maintenance to keep the bots functioning as the process changes. Mobile application development companies can help you build innovative microservices based apps that let you monitor your AI solution from anywhere at any time. Also, clarify the roles and responsibilities of the bot to your employees, so that they understand the input they should provide to ensure efficient working. Communicate the new process to all relevant stakeholders and go live!

The Different RPA Tools That Business Can Leverage

Artificial Intelligence Tools

RPA bots with the help of AI services and sentiment analysis are capable of understanding human emotions and can be implemented into websites, ERP systems, applications, management portals etc. But in order for all this to work in the same environment, undertake tasks, and achieve efficiency, RPA tools are required. Some of the well-known tools are:

UiPath is an RPA tool that is leveraged for Windows and desktop automation. It is applied to automate repetitive tasks with the help of drag and drop functionality and completely reduces human interference. This RPA tool provides various unique versions to assist complex use cases and comes with an energetic community to resolve issues.

The Kryon platform establishes the standard for scalable, reliable, and cost-efficient RPA management and optimization. It’s also among the most business-user-friendly platforms on the market.

Kryon’s robotic process automation business tools and platform combines advanced IMR and OCR capabilities to record and execute processes on any application (including Citrix, web-based, legacy and desktop) – without the need for integration (no connectors/API required).

Automation Anywhere is a robotic process automation tool that presents its users with resilient services. It offers better performance as it can integrate to different platforms and also scale simultaneously. The Automation Anywhere tool is applied at the enterprise level and is developed for solving complex issues related to artificial intelligence implementation.

Blue Prism is a tool that includes the capacity of a virtual workforce powered by software robots. This helps enterprises to automate their business operations in an agile and cost-effective manner. The tool is simple and easy to use as it is based on Java and presents a visual dashboard with seamless drag and drop functionalities. The visual dashboard/designer also requires no recorders, scripts or any intervention, therefore making it much easier to use.

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Let Us Take Care of Your Business Automation Needs

Do you want to rapidly transform your business with the smart reinvention of workflows, technology and enhanced customer experience? At ThinkPalm, we have seamlessly integrated advanced technologies, such as IoT, cognitive automation and AI into the existing business operations of our clients. It has helped them improve customer and employee experiences, consistently monitor business efficiencies and reduce brand/reputation risks. Your business too can leverage our AI services to augment human capabilities, improve performance, and employ virtual assistants such as chatbots for better customer satisfaction.

If you’re looking for a successful digital transformation, our AI consultants can help you first evaluate existing processes, modify them and create new procedures with a focus on achieving faster business outcomes. And then, we can go ahead and apply technology such as artificial intelligence or machine learning to automate processes, thereby, delivering intelligent business automation. In all cases, our automation services have proven to speed critical business operations and achieve far greater efficiencies and better business outcomes.

So, are you ready for a successful digital transformation with our Artificial Intelligence Services? If you are still not convinced, let our automation experts help you in making the right choice.

Get in touch with us for a no-obligation and completely free AI Consulting!


Author Bio

Ricky Philip is a content strategist, who has an unparalleled dedication to building productive and engaging website content that attracts traffic and increase search engine rankings. If not typing furiously on his keyboard, Ricky is constantly learning ways to enhance search traffic acquisitions.


Accelerate your journey to digital transformation with Artificial intelligence



Accelerate your journey to digital transformation with Artificial intelligence