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Jacada Blog

Check out my latest interactive interview with TechTalk on customer service RPA. This interview covers contact center automation topics such as:

sorting through the hype

Why do we want business users to build RPA bots in the first place? It’s no secret and I hear it in almost every organization I have observed throughout my tenure and it is a big reason why RPA (although existed for 20+ years) suddenly became mainstream a few years ago. The fact that in an organization, traditionally IT and business have not always seen eye to eye (I know, shocker right) and in many cases have not even looked each other in the eye for quite some time. Not my words, all of theirs… with the standard justification something to the fact that, “IT is always too expensive, too slow, and when delivered brings me 20% of the functionality I asked for… god forbid I actually want to make changes once I do get something, forget it”. On the other side of the wall, IT typically responds with, “The business never knows what they want, what their users do, they want it for free and they want it yesterday… and when we deliver it, it’s never right”

why enhancing your conversational assistant is so difficult1

Numerous discussions with Artificial Intelligence and Machine Learning experts have revealed why making enhancements to conversational assistants is such a challenge. Well-known companies have shared, and this is what I’ve learned from the largest and most innovative.

sorting through the hype

$3B valuations on <$100M in revenue, marketing videos of people building RPA solutions while riding in race cars, suspended from cranes or while doing flips in an airplane… enough is enough. All this hype is grabbing headlines but what should grab your attention is the results of four recent VOC RPA surveys… all in agreement on one frequently overlooked red flag, RPA is not scaling.

The Rise of Customer Service RPA

In order to step up to the seemingly impossible challenge of enabling deeper customer engagements, support organizations are turning to automation. It expands self-service from responding to questions, to actually completing customer requests such as returning a product or changing a flight. Automation can also assist agents who deal with a common contact center problem of having to juggle multiple systems and applications during live customer interactions. Thankfully, robotic automation has come of age. Let’s explore this critical technology and how it can help customer service.

turning rpa hype

Jacada works with Google Cloud Platform (GCP) to help clients rapidly design, scale and securely manage intelligent assistants using Dialogflow.

Enterprise organizations who are eager to leverage a leading cognitive service such as Dialogflow to build differentiated customer experiences are cautious of certain aspects such as:

turning rpa hype

Today, along with recent technological advancements in machine learning (ML), artificial intelligence (AI), and big data, Robotic Process Automation has become well known to businesses of all sizes. Indeed, the word has spread of this revolutionary technology. A technology that can automate up to 80% of software application processes in both the front and back office, thus reducing the costs of existing manual operations by 25% to 40% (or more) without changing existing systems.

top 5 processes that rpa can master best

Today, RPA software is quickly becoming the most efficient and cost-effective method for organizations to attain, optimize and deploy information from any data source or application, including websites, desktop applications, and enterprise systems, boosting the speed of business processes and services without the need to replace or alter existing platforms. At the same time, the applicability of RPA itself across the business world is also growing, and as a result, organizations are increasingly implementing these solutions for a variety of functions. The global RPA market is expected to reach USD 8.75 billion by 2024, according to a new report by Grand View Research, Inc. Here are five processes that RPA is already helping companies achieve more while completely changing the customer experience for the better:

are robots replacing humans

Are robots replacing humans? The proposed question sounds cliché, but it’s a relevant one for many enterprises today. It’s particularly relevant for the individuals responsible for vetting and choosing contact center technology solutions. Because they have a deep understanding of the technology stack, and thus for the people using it, they are more aware than most of those who may be replaced by robots.

traditional rpa vs customer service rpa

As we move into the era that is attempting to leverage artificial intelligence and machine learning more and more, one emerging technology gaining momentum is RPA - robotic process automation. While most businesses are already familiar with RPA in a generic sense, as an automation solution for backend processes, a new form of RPA is arising on the front end, one who is delivering effective, cost-saving solutions to customer service technological and operational challenges. This “customer-facing” RPA is thus helping call centers achieve more, and as a result, profoundly improving the customer experience.

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