ROBOTIC PROCESS AUTOMATION
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The classic example is a chatbot. When a client enters a query, the RPA process first analyses what they have said. If it recognises certain keywords, it branches off to the appropriate scripted query. For example, if the client types in a query with words like “Buy” or “Price”, the chatbot will interpret this as a sales call, and will respond with the appropriate scripted response.
In this way, it replicates the behaviour of a human operator following a call centre script, except that it performs faster and more accurately.
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