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Robotic Process Automation
Robotic Process Automation (RPA) is delivering a step-change in operational efficiency for both customer-facing and back-office teams. An advanced form of business process automation, RPA automates repetitive, mundane and time-consuming computer-based tasks with high accuracy and consistency. RPA facilitates access between legacy and new systems; by accessing the applications through the same user interface as a human would, no systems integrations or modification to existing systems is required.
RPA in the Contact Centre
Introducing RPA into the contact centre can dramatically improve agent efficiency and engagement as well as delivering a more seamless customer experience. It can streamline processes and reduce average handle time by auto-completing repetitive non-value adding tasks across multiple systems. RPA can also help contact centre agents handle calls and processes efficiently and error-free, by providing in-context, next-best-action assistance in real time.
RPA frees up your most valuable resource: your employees, to focus time on more important and more engaging work.
Business Benefits
Cost savings, compliance & capacity
A successful RPA implementation can free up between 20-30% of capacity at an enterprise level while reducing operational risks.
Cost savings from:
- Hours back to business
- Increased compliance
- Reduced number of human errors
- Improved data quality
- Increased capacity
- Decreased employee turnover
Customer Benefits
Streamline the customer experience
RPA increases the speed of task completion and reduces the risk of employee error making the customer experience seamless and streamlined whenever and however they engage, leading to:
- Increased service quality
- Enhanced customer journey
- Faster access to services
- Increased customer satisfaction
- 24/7 availability of services
Employee Engagement
Take the robot out of the human
By letting RPA handle the repetitive, rules-based tasks that require no decision making or intuition you free up your employees' time to focus on those tasks that require human strengths such as reasoning, judgment, and emotional intelligence, resulting in:
- Improved work satisfaction
- More interesting and engaging work
- More time for customers
- Ability to focus on what's important
- Self-actualisation
30%
Reduction in average handle time
30%
Increase in first contact resolution
20%
Increase in CSAT scores
20%
Reduction in agent training time
100%
Compliance in real-time
20%
Increase in upsell sales
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Speed to value
In today’s climate, the focus is not just on the long-term ROI of a project but the speed at which value can be realised.
RPA is perfect for providing the bridge between legacy and new systems; by accessing the applications through the same user interface as a human would, no systems integrations or modification to existing systems is required.
Employees can focus on the value-add activities
24/7
Increase Throughput
Robots can work nights, weekends and don't take breaks
Efficent
Reduce Cost
1 Robot can do the work of at least 4 people
Fast
Reduce Workload
Robots handles tasks 4-5 times faster than people
Flawless
Eliminate Errors
Robots perform work with 100% accuracy
Focus
Increase Employee Engagement
Employees can focus on the value-add activities
Use Cases
Healthcare
COVID has put the health and social care sector under unsustainable pressure. In no other sector is it so critical that the limited human resources can be put to best use: providing critical support and care to the UK population rather than completing repetitive administration or trying to join up disconnected systems.
There is a huge potential in both administrative and clinical processes for health and social care automation. Automation can handle referrals, bookings, laboratory, radiology and pathology results, or create request forms. In addition, reporting, quality assurance, HR, finance, and IT processes are widely targeted for automation. EHR changes, as well as patient and population risk and resource analysis are well-suited for RPA.
Utilities
Utility providers are facing an era of unprecedented disruption: increasing regulations, environmental sustainability, fierce competition, new market entrants coupled with an aging infrastructure and workforce. New entrants are winning customers from traditional providers who are struggling with legacy assets and systems.
To remain competitive, as well as adhere to stringent regulations and compliance standards, utility providers must find ways of improving customer satisfaction while reducing operating costs. RPA is perfect for those utilities with complex legacy systems, bridging the gap between new customer facing applications and legacy back-office systems, and greatly improving digital customer experience. Automation of repetitive, non-value adding tasks across multiple back-office systems can dramatically reduce the amount of human effort required, increase operating efficiency and thereby reduce operating costs.
RPA never forgets to trigger payment reminders or update customer records across multiple systems. RPA can offer a better customer experience while maintaining compliance standards.
Insurance
The insurance sector is heavily burdened with repetitive and mundane tasks; it is also still highly reliant on huge, complex, legacy systems. What makes RPA in the insurance industry a natural fit, is the fact that it can automate end-to-end processes by integrating new front end technologies with back-office environments.
From claims registration and processing through to underwriting and policy administration, the insurance sector has a huge number of highly manual processes. RPA can help handle labour intensive processes like the collection and extraction of data from various internal and external sources, complex error tracking, claim verification, integration of multiple data sources and more; it can be used to populate multiple fields in multiple different databases simultaneously consequently speeding up the process and creating a better customer experience.
For a highly regulated industry such as insurance, the ability of robots to process transactions with 100% accuracy and be 100% auditable is critical; RPA increases compliance and reduces the need for quality control.
Local Government
Local Government is under greater pressure than ever to achieve more with less. COVID, Brexit and a generation of austerity, combined with the need to support citizens reeling from the impact of the same challenges, puts local government services under pressure from both sides.
RPA can help improve efficiency within local authorities and free employee time to focus on value added tasks. RPA works especially well for repetitive, administrative work, which makes it a very good fit for back-office functions that require manual uploading or the scanning of documents.
RPA can automatically cross check information inputted by citizens against records held in multiple back-office systems and databases. If the data matches, the RPA will automatically complete the task and, if not, it can create an exception report for human intervention. With RPA, people are still required when the process cannot be completed or where there is a requirement for judgement, but, even in these instances, most of the processing is done by the robotics thereby freeing employee time to focus on delivering services to citizens not processing paperwork.