I am Pritesh Contractor, RPA Solution Architect, with 5 years of strong and qualified experience within RPA and automated bots through different RPA tools and also worked in different industry domain. SAP has always given me an opportunity to share my experience with the broader community through this portal. Being within RPA from last 5 years, I expertise within process identification i.e. identifying process which are ideal candidate for automation. Today I would like to share with community my personal insight with regards to a process which was treated as a complex process not due to complexity within process, but I believe due to unavailability of proper integration between RPA and other front end tools. I believe this topic will provide community with some learning aspect around the process and also how SAP Conversational AI along with SAP Intelligent Robotic Process Automation resolve important problem in simplest and most intelligent way.
By now, everyone knows that COVID-19 has impacted all the industries and among which industry like healthcare, public sector, insurance etc. even though have sustain but they have to work within their strict budgets which is making it impossible for them to deal with customer queries due to which customers are also getting impacted and so as the industries too. However, most people don’t understand the chaos that unfolded behind the scene and how this industries are trying to serve customer with resources they have and with high volume of customer queries. So lets answer that question and understand how SAP Conversational AI could help in such situation.
Below is the simple diagram which I prepared by myself within Visio and put it here, diagram shows “Missing Integration” in red and missing connections between the users and the bot due to which this process will be treated either not suitable for automating or need reengineering.
Processes like dealing with customer queries online or over the phone, could be manual, labor intensive, mundane and time consuming for the customer service operators. First diagram shows when users enter some queries on the website, after that customer operators has to take all details and go through number of applications in background and then provide answer to the users. Even though the answer provided could be satisfactory but the “time taken” to complete the call or query over the website, which will create negative impact on the user and the impression which users will take will be “They wasted my 1 hour for simple query“. Isn’t it a “Bad Customer Experience“.
While going through the last training of SAP Cloud Factory – Conversational AI, I came across the powerful feature or functionality for chatbots and that flick in to my mind why this features were not available before, as this gives a powerful integration and fill the gap which was in first diagram. Look at that Second diagram that shows how SAP Conversational AI fill the gap but how? with the help of SAP Conversational AI we can create powerful chatbot embedded with intelligent AI engine of SAP, User will interact with chat bot and in background the chatbot will trigger RPA bot which will extract information from different applications and send back to contact center operator or customer himself that is also within fraction of time. This will be Win – Win Situation for both as Customer is happy and other end even customer operator will be also happy and it will improve productivity and reduce cost and improve employee satisfaction too.
Credit For Image: Developed by Pritesh Contractor
At the end, concluding, SAP Conversational AI is a right example of how we can implement powerful AI and RPA integration for processes that requires customer operators to deal with high volume customers queries. With implementing SAP Conversational AI will provide exceptional customer and employee experience and it will also achieve the return of investment faster. With its powerful natural language processing technology developer will also able to create human like chatbots in any language making it possible for simplifying user experience. Moreover, during this pandemic situation, RPA and AI are making an impact and in future also such features will help in reducing cost, streamlining process, increase employee and customer experience.
- OpenSAP Training – What’s New with Bot Building in SAP Intelligent RPA – https://open.sap.com/