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Customer Engagement

The Power of Attended Robotic Process Automation (RPA)

iStock-523059566_robot handing envelope to lady_resized.pngRobotic Process Automation (RPA) has historically referred to powerful software robots that can execute work on a virtual desktop or in a back-office server—automatically, around the clock, and without involving human employees.

I discussed how robots can help improve work productivity in a previous blog.

But did you know this same technology can also be used on your employees’ desktops, helping them do their work more quickly and accurately? In this environment, the software robots are described as Attended Robotic Process Automation (Attended RPA).

RPA that works on a virtual desktop or on a separate server is therefore classified as unattended RPA. Organizations can leverage attended RPA, unattended RPA, or both to drive improvements in productivity and quality for their operations.

Let’s take a closer look at Attended RPA—what we call Verint® Process AssistantTM.

What it means for the work

Work can now be done faster and with fewer errors when completed by an employee using Attended RPA. Process Assistant provides guidance and automation wizards that overlay the applications used to complete the work. As employees reach a specific step in a process, the robot can automatically complete portions of the work for them. This can include retrieving and inserting data from another system—then handing the work back to the employee for the next step.

Process Assistant can also validate data manually entered by an employee, or the sequence followed, to help ensure that it meets organizational policies or guidelines. Thus, work can be completed more quickly and more accurately.

What it means for employees

As the software robots take care of the repetitive portions of the work that can be automated, employees can focus on steps that require human decision-making, creativity or empathy. This way they continue to build new skills as their jobs evolve. Robots can also make the work that employees do easier, providing guidance within a process to help them learn how to do certain transactions—or, notifying them of process changes without requiring continuous training.

If positioned correctly, employees won’t see software robots or automation as a threat, but simply another tool to help get work done.

What it means for managers

Managers will oversee a combined human and robotic workforce, leveraging the strengths of each to get more done in a smarter way. Attended RPA can improve the group’s overall productivity and accuracy, and it frees managers for more coaching, troubleshooting and decision making.

What it means for organizations

When work is completed faster and without errors, the customer experience improves. As robots take on the more repetitive and boring tasks, employees feel empowered and can continue to build their skills to perform more valuable work. As the organization evolves to provide better tools to get the work done, employees are more engaged and—quite likely—attrition decreases.

Want to learn more? We’d love to show you what Verint Robotic Process Automation and Process Assistant can do.

 

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