5 Use Cases of RPA in IT that have changed the face of business

RPA has come to the limelight mainly in the last couple of years even though it has been in existence for many years now. RPA not only reduces errors but also saves a lot of time for the business which in turn leads to an enhanced bottom-line.

A well-planned RPA will reduce the costs of a business and free up time for employees which can be utilized for more productive responsibilities. Here are some use cases of RPA that have changed the face of business globally.

 

 1. Chatbot

Talk about the process of customer service. The traditional approach is whenever a customer calls, the representative has to load the customer data, verify it, then find answers to his query. The RPA solution is two-fold, a chatbot with a predefined set of queries and answers which will reduce the customer’s wait time. 

The chatbot can display a possible list of queries to the customer and he can select the question of his choice. Based on the selection, the pre-defined solution will be displayed to the customer. If the customer’s query is not listed, then the call can be routed to the respective customer care executive. This helps in reducing the wait time of the customer to a large extent. 

The second solution is to develop a Frequently Asked Questions{FAQs] section on the customer dashboard or website where customers can search and find answers to their questions immediately. 

 

Use case: AIG Israel

AIG is one of the leading insurance service providers globally which offers a wide suite of services like life insurance, health insurance, property insurance, investment insurance, etc. AIG Israel is a successful venture which was servicing a large clientele. 

AIG’s customer service team was struggling to provide fast and efficient customer service since their customer base kept increasing. To keep up with the growing needs, AIG Israel implemented an RPA system that automated 12 customer service processes that are repetitive in nature. 

This resulted in a reduced customer wait time and also helped the company to hire fewer resources for customer care services thus saving money for the company. 

 

2. Financial institutions

Be it investment banking or lending, it requires a lot of documentation which involves reconciling statements and records from various sources into one. The finance executives have to manually find and match the invoice with the supporting documents and send it for further approval. 

A well-calibrated RPA can generate invoices instantly and send them to various departments for approvals and further allow the client to make payment online. Since RPA is fully automated, it reduces human intervention and is error-free. 

Use case: Bank of America

Bank of America is one of the largest reputed banks in the USA. They were using meta robots already to handle financial transactions. To further increase the efficiency and transparency they partnered with Pegasystems to implement the Pega Robotic Automation solution. 

This RPA made use of Artificial Intelligence and Machine learning to streamline the finance process. The robots deployed by Bank of America were able to track and record data-intensive processes like transaction execution, response triggering, and exception handling. The new RPA bridged the gap between the legacy systems and improved the performance of the bank.

 

3.Human resource management

HR has to manually screen 100s of applications, shortlist them, do a background verification and schedule multiple rounds of interviews. Once the resource has been hired, HR has to work on onboarding, training and induction of the employee. 

The solution is RPA, which will automatically accept online resumes, screen them and select only highly suitable candidates. Once selected by the interview panel, RPA can generate offer letters instantly and send them to the respective candidates and initiate the onboarding process.

 

Use case: UI Path

A well-known global IT service provider was expanding at a rapid pace across multiple countries. This sudden surge of growth led to rapid hiring of new employees that required a lot of manual effort. The company noticed, that HR took approximately 30 minutes to complete one hiring entry and there was the additional time required for reviewing and fixing manual data entry errors. 

They implemented UI Path robots to automate the hiring process. The company witnessed a significant reduction in completing one application. The time for one application process was reduced from 30 minutes to just 3-4 minutes and since it was automated it had a 100% accuracy ratio. 

 

4. Telecom industry

The Telecom industry involves a lot of critical but simple repetitive tasks like sim card swapping, porting from one provider to another, customer service, etc. RPA will make it possible to automate most of the simple jobs that are repetitive in nature. RPA also ensures zero error rate which is not the case with manual work.

 

Use case: Rogers Communications

Rogers Communication which has the highest market share in Canada’s telecom sector offers top-notch broadband service to both retail and corporates throughout the country. Rogers implemented RPA as early as 2017 in their accounting section. 

The results of the RPA were so stunning and vibrant the employees of other departments started requesting it. Due to the unexpected success of the initial RPA, the company decided to expand it throughout the departments and wherever possible. They also incorporated robots in their core system and integrated it with other third-party solutions. As of date, 16 teams of the company now use RPA to automate their repetitive tasks without errors.

 

5. Healthcare Industry

Healthcare is one of the high-risk sectors where errors could lead to serious consequences. The Healthcare sector faces the most stringent form of compliance regulation since it involves dealing with human lives. Billing is another problem that the industry faces which makes the customers wait more. RPA can automate repetitive tasks like appointment scheduling, billing, etc in an error-free manner. 

 

Use case: Max Healthcare

Max Healthcare is one of the leading health insurance providers in India. They offer both services on their own and also have a tie-up for handling government-based health schemes. Their employees were manually processing a lot of patient records on a daily basis from various states. These include claim forms, insurance application forms, customer complaints, etc. 

The company had to employ a large pool of resources to handle such a high volume of data. This not only resulted in higher expenses but also led to a number of errors. After implementing uiPATH RPA, Max healthcare not only witnessed a huge drop in turnaround time, but it paved the way for faster digital transformation. They were able to process claims in a shorter period of time and this enhanced customer satisfaction.

The Bottom Line:

Digital transformation has increased the burden on IT teams, forcing enterprises to realize that IT process automation is equally important. 

Automation remains at the heart of many current digital transformation programs. Industry-leading enterprises now pursue IT process automation and toolchain integration as force multipliers. When RPA plays a central role in IT process automation, IT organizations can be more effective in their efforts and efficient in the execution of their tasks.

 

What will your organization likely invest in to improve IT operations or service delivery?

Source: 451 Research’s Voice of the Enterprise: Digital Pulse, Budgets & Outlook 2020 (n=566)

 

TAFF has been a leading frontrunner in offering digital transformation for businesses worldwide and we have also implemented rule-based RPAs for various clients that have increased their efficiency. Contact us for a detailed discussion on how to make your business expand efficiently. 

• Robotic Process Automation
• RPA in IT
• RPA use case examples