According to a Deloitte Global RPA Survey from 2018, 1 out of 4 executives responsible for running transactional operations declared that increasing the level of automation is a top strategic priority. More than half the respondents have already embarked on the automation journey, and by 2020 the number is expected to reach 72%.
A choice between attended and unattended RPA robots can be made based on the time perspective, and on particular contextual features that can act as decision constraints. Attended RPA robots for short term efficiency, and unattended RPA robots for longer term automation strategies - this is just a rough sketch of the big picture.
The Asia Pacific region is leading this ascending automation trend, primarily because of efforts from countries like Australia, China, Japan and India to improve their port infrastructure. Automated terminals can reduce the number of port workers to half, which has a salutary effect on decreasing port inefficiencies.
Robotic process automation (RPA) brings benefits to the telecommunications industry because it’s supported by high frequency manual, repetitive, rules-based processes, which are critical for an appropriate service delivery. The basis of telecom is thus made up of processes which are highly eligible for automation.
Implementing robotic process automation in contact centres can provide your employees with much needed assistance, without the need for more (costly) hirings. Not only will they become more productive, but they’ll also be freed to invest time and cognitive resources in customer communication.