In order to aid with manual activities and boost productivity, cooperation, and customer experience, attended RPA robots, which function like on-demand virtual digital assistants operated by people, are becoming more and more popular. In this article, we'll discuss the essential features of an enterprise-grade RPA solution, the main adoption roadblocks, and the essential best practices.
What should you look for in an enterprise-grade attended Robotic Process Automation (RPA) solution?
Following the epidemic, the need for digital transformation has grown dramatically, and automation has become a critical enabler. While creating cost savings and increasing operational efficiencies have historically been the main factors influencing the adoption of RPA, businesses have recently changed their focus and are now considering other factors as well in the last 12 to 18 months. Enhancing staff effectiveness and productivity has taken on a greater significance recently. Additionally, businesses are focusing more on attaining more strategic business goals, like boosting the employee experience and raising consumer happiness. Additionally, the talent bottleneck is forcing businesses to concentrate on enhancing employee experience and engagement.
As a result, there is an increasing need for attended RPA, a platform that democratizes the use of automation and equips staff with their own personal digital assistants or robots on-demand, allowing them to automate boring, repetitive activities and concentrate on work that has more value. Attending RPA can enhance capacity and staff retention by enhancing productivity and experience. As a result, hiring requirements are decreased, and businesses are better able to manage the widening talent gap.
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What is attended RPA and why does it matter?
With the help of advanced governance systems for centralized management and oversight, attended RPA enables seamless, time-sensitive human-robot collaboration. It is a step up from desktop automation, which mainly focuses on enhancing the productivity of a single worker by automating straightforward rules-based actions on a user's desktop. Employees can use attended RPA robots as personal digital assistants, offering them near real-time direction and contextual support as they carry out business processes. These robots can run on physical desktops as well as virtual machines.
Attendant RPA is utilized in a variety of contexts, including offloading manual work from customer service agents, on-the-job training, and providing staff with nearly real-time process advice.
What should you look for in an enterprise-grade attended Robotic Process Automation (RPA) solution?
Following the epidemic, the need for digital transformation has grown dramatically, and automation has become a critical enabler. While creating cost savings and increasing operational efficiencies have historically been the main factors influencing the adoption of RPA, businesses have recently changed their focus and are now considering other factors as well in the last 12 to 18 months. Enhancing staff effectiveness and productivity has taken on a greater significance recently. Additionally, businesses are focusing more on attaining more strategic business goals, like boosting the employee experience and raising consumer happiness. Additionally, the talent bottleneck is forcing businesses to concentrate on enhancing employee experience and engagement.
As a result, there is an increasing need for attended RPA, a platform that democratizes the use of automation and equips staff with their own personal digital assistants or robots on-demand, allowing them to automate boring, repetitive activities and concentrate on work that has more value. Attending RPA can enhance capacity and staff retention by enhancing productivity and experience. As a result, hiring requirements are decreased, and businesses are better able to manage the widening talent gap.
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What is attended RPA and why does it matter?
With the help of advanced governance systems for centralized management and oversight, attended RPA enables seamless, time-sensitive human-robot collaboration. It is a step up from desktop automation, which mainly focuses on enhancing the productivity of a single worker by automating straightforward rules-based actions on a user's desktop. Employees can use attended RPA robots as personal digital assistants, offering them near real-time direction and contextual support as they carry out business processes. These robots can run on physical desktops as well as virtual machines.
Attendant RPA is utilized in a variety of contexts, including offloading manual work from customer service agents, on-the-job training, and providing staff with nearly real-time process advice.
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What should you expect from an enterprise-grade attended RPA solution?
Enterprises are up against conflicting ideas about what an enterprise-grade solution ought to have as they look to get more out of attended RPA. See the results from real-time specialists at PEGA Online Training to find out what matters most to businesses in an attended RPA solution.
According to the findings, data security and governance, ease of deployment and scalability, and simplicity of automation creation emerged as the most crucial product capabilities. It's interesting to note that experienced RPA users place more emphasis on agent support and guide capabilities because they have the greatest potential to improve employee experience and engagement.
Data security and governance – As attended RPA often involves transporting sensitive data, including customers' private Personal Identifiable Information (PII), across systems, robust security and governance are essential. Regardless of an enterprise's adoption maturity level, security and governance features are essential to prevent data breaches, spot operational issues, and stop fraudulent activity. These features include robust logging of robot activity and audit trails, adherence to IT policy and security standards like ISO, and session and error logs for debugging.
Ease of automation development – The citizen-led model is used by more than 65% of best-in-class businesses as part of their automation strategy, and demand for no- and low-code development features is growing as businesses focus more on democratizing RPA. This also applies to attending RPA. The ability to create attended and unattended automation using a single platform, the availability of pre-built connectors and integrations with enterprise applications, and sizable libraries of pre-built reusable automation assets are just a few of the features that make a product indispensable in this regard. The ability to track application instances and connect to the appropriate one in multi-instance settings is more appealing to mature businesses trying to build complicated automation procedures.
Ease of deployment and scalability – Important characteristics that distinguish attended RPA include deployment features. A crucial requirement for an enterprise-grade solution is the capacity to perform automation in the background and on reduced displays without disturbing the user or asking them to keep their hands in the air while the automation is operating. Parallel processing, which involves running many concurrent automation and guidance flows on the same system, and the availability of a server component to centrally control attended robots across multiple desktops are essential aspects of attended RPA. For experienced adopters to automate more complex use cases, attended robots must be able to communicate with other attended and unattended robots in close to real time.
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Agent assistance and guidance features – Agent-assistance elements are seen as being more significant by mature attended RPA adopters who place a larger emphasis on the employee experience. For an attended RPA solution to live up to its promise of increased employee engagement, features like a unified screen, the capability to create a customizable interactive UI, and contextual RPA robot triggering for agent assistance are essential requirements.
Integration with complementary capabilities – RPA is very helpful for automating repetitive jobs, but to automate end-to-end processes and produce better results, it frequently has to be integrated with other complementary technologies. To supplement attended RPA and increase the overall value of the deployed automation, integrations with various technologies, such as process orchestrator, Conversational Artificial Intelligence (CAI), and Intelligent Document Processing (IDP), are becoming necessary.
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What other provider capabilities constitute enterprise considerations?
There is more to attended RPA than just technology. Beyond the core product offering, some key provider capabilities are essential to turning a solution into an enterprise-grade one. These capabilities include strong product support and maintenance services, a strong ecosystem of technology and implementation partners, simple access to comprehensive product training, and domain expertise to offer specialized solutions.
The top three issues identified by businesses are creating and executing a Center of Excellence (CoE)/operating model, getting the skills and resources needed to create and operate attended automation, and a lack of knowledge about the potential benefits of attended RPA. The removal of obstacles and gaining support from compliance and security operations are important challenges, according to businesses who haven't yet used RPA. The proper change strategy and method implementation, developing a solid plan and roadmap, and maintaining a strong pipeline of automation prospects are additional difficulties that businesses must overcome.
Enterprises should concentrate on implementing several essential best practices, such as the following, in order to overcome these difficulties and gain more value from investments in attended RPA.
- Obtaining executive support and strengthening the CoE
- Designating advocates to promote awareness
- Promoting citizen developer-focused training initiatives
- Making use case identification possible through crowdsourcing
- Working with enterprise IT from the start
When implemented properly, attended automation can dramatically reduce average handling time while also speeding up first-call resolution, cutting down on errors, and minimizing onboarding time. Naturally, this all results in far better interactions with customers and employees.
It is essential to choose a solution with enterprise-grade capabilities and consider additional provider characteristics that are essential for a successful installation in order to guarantee improved results from attended RPA adoption. Additionally, be aware of the obstacles to organizational-wide adoption and take note of the successful strategies used by mature adopters to overcome these obstacles.
Conclusion:
I believe that by the time you've read this blog post's conclusion, you'll have a good understanding of Robotic Process Automation. Through the PEGA Training provided by OnlineITGuru, you individuals can receive hands-on instruction on these topics from current industry professionals. Get in touch with our support staff right away and sign up for the free demo session.