Within a few years, chatbots have successfully changed the world of customer services. As of now, most of the leading brands rely on amazing cognitive technology offered by chatbots, to efficiently manage and automate the customer service experience.
To keep up with the increasing demand for 24/7 customer assistance in industries ranging from banking and finance to health and wellness, companies are rapidly looking to develop chatbots and virtual assistants to answer questions customers may have at any time of day. According to Global Market Insights, the overall market size for chatbots worldwide would be over $1.3 billion by 2024.
The popularity of chatbots lies behind their potential to cut down the customer services cost. According to ResearchGate, Chatbots are expected to help reduce business costs by up to $8 billion by the year 2022.
By now, you must be wondering about the role of RPA in chatbots. Let’s find out.
What are RPA bots and chatbots?
RPA bots and Chatbots are often confused with each other, but in fact, they are entirely different in their roles. Chatbots are popup messages located in some corners of a webpage. Their cognitive technology enables them to resolve most of the customers’ queries with accurate and automated answers, designed to resolve routine customer service issues quickly.
If the chatbot cannot solve the query, it is only then that the request is forwarded to a live customer representative. This way, chatbots save both time and energy for both customers and customer representatives.
Whereas, RPA bots are used by the employees of a company to automate back-office business processes, which help reduce errors and operational costs.
Role of RPA in chatbots
While interacting with customers, chatbots need access to data from enterprise systems but it is impossible for the bot to retrieve information without any modern API in place, and this is where RPA comes in.
When merged with RPA technology, chatbots can integrate with multiple enterprise systems to retrieve information. This way chatbots can handle numerous complex queries and requests in real-time.
The integration of RPA bots allows chatbots to carry monotonous tasks without any need for human intervention.
Business leaders claim that chatbots have increased sales by 67% on average and integrating RPA tools in chatbots is one of the reasons behind this success rate.
Benefits of RPA in chatbots
There are numerous benefits of integrating RPA in chatbots, some of which are:
With the integration of Robotic Process Automation, chatbots can easily navigate through multiple enterprise systems to fetch the required information. When RPA handles the back-end, the process becomes much faster compared to human representatives handling the same.
Enhanced customer experience
Integration of RPA tools in chatbots results in faster response time that enhances customer experience. It also frees employees from the never-ending back-end activity, thus increasing work productivity.
Reduced business costs
With RPA handling the back-end activity, companies can easily reduce their workforce and re-allocate their resources for more productive operations. This reduces the cost of operations for businesses and boosts productivity. Therefore, with a rise in productivity without any extra investment, business expenses come down by a significant percentage.
Use cases of RPA bots
Here are some of the most common use cases of RPA bots:
- Personalized customer support: Because of being available at almost every platform, be it, Whatsapp, Maps, or Google’s search page, RPA bots can provide a personalized experience to every customer.
- Partner Assistance: RPA bots are not only limited to customer support services, they can also assist agents or partners by providing information or documents that they require.
- Sales agent: Chatbots also act as a sales executive to engage new visitors to the website. The interaction between the visitors and the chatbot is recorded and sent to the marketing team for further process.
As we step into a future where man-machine conversations are on the rise, RPA bots will play an important role in improving the quality and productivity of chatbots and human agents.
If you are looking for RPA services providers to revamp your chatbot services, then Jellyfish Technologies might be the best option for you.
Jellyfish Technologies follows the best RPA development and implementation practices to help businesses achieve specific automation goals. Furthermore, our AI-powered intelligent RPA solutions are highly secure, low in code, rich in analytics, and capable of dynamic interaction while debugging.