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ROBOTIC PROCESS AUTOMATION

Robotic Process Automation allows for the automation of any simple repetitive task which has traditionally been performed by humans (such as data capture, or call centre agent). Tasks like these are traditionally error prone as human operators become tired, or bored, and their attention begins to lag. RPA breaks the task down into the individual steps, which can each be performed in software. The resulting code then interfaces with the working environment to effectively replace the human operator.

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.