Robotic Process Automation
Robotic Process Automation (RPA) is the automation of business processes using software robots. RPA enables businesses to streamline repetitive tasks, including sorting of incoming emails, responding to chat messages or extracting of useful information from documents.
The benefits of streamlining the workflow with RPA are multiple. It is possible to optimize the time and potential of your employees by allowing them to focus on complicated and creative tasks and improve the customer experience by processing this information more accurately and quickly.
IBA Group assists customers in a stepwise automation of their business processes using WorkFusion, UiPath, and Blue Prism technologies. IBA Group renders Smart RPA services based on Machine Learning (ML) and Artificial Intelligence (AI).
ML provides techniques that teach robots to build their own logic based on unstructured data, including PDF, images, and documents.
AI is a technology that enables machines and computers to analyze human intelligence and to simulate human intelligent behavior.
Organizations that need to interact with their customers often, like banks, will find that bots can handle an enormous amount of basic enquiries and customers will prefer interacting with bots because they get immediate and accurate service. The smart use of a chatbot system is the first step on a path to creating a much more automated customer experience, an experience that most customers will prefer because of the immediacy of service.
IBA Group re-packages complex business processes and turns these into easy-to-use solutions. The solutions developed by IBA Group reduce manual effort and human errors, and completely automate repetitive actions. Our customers benefit by enhancing their efficiency.
Three Steps To Automate Business Processes With RPA
- IBA Group helps analyze customer’s business processes and identify simple actions to be automated using software robots (bots) that can perform repetitive work efficiently 24/7. For example, bots can transfer data between corporate systems, fill in forms in various applications, convert paper documents to digital format, create and update client profiles in CRM, and send notifications.
- Bots interact with each other and humans based on specified rules. For example, a person scans paper documents and bots extract digitized information, import data to information systems (SAP / Oracle), and fill in forms in internal applications. A human operator controls the result and processes the exceptions that the bots were unable to handle.
- The final stage is a comprehensive cognitive automation. Bots perform business tasks with minimal human intervention, strictly follow the process flow, and never become tired.
IBA EmailBot Solution
IBA Group created an email bot that sorts incoming emails at the customer support centers. The EmailBot processes typical customer requests, grouping these by content, sending automatic responses, creating tickets, and gathering statistics.
Alternatively, the bot redirects messages to employees, creates tickets in Jira, and collects statistics by email category. Roughly 50-70 percent of incoming emails are processed automatically and the rest is forwarded to employees. The employees are relieved from repetitive operations and are able to focus on more complicated tasks.
EmailBot easily integrates with client communication channels to gain a competitive advantage: robots are faster in handling messages, while humans are better in solving problems.