When To Use Attended Robots in RPA?

When it comes to Robotic Process Automation, organizations often hear about the different types of robots they can implement, with the most common being attended and unattended robots. And while the majority associate RPA as a tool to automate high volume and repetitive processes while often times underestimating the smaller and more targeted automations.

Enter attended automation, where robots can work alongside human employees to share the workload in intervals or in real time. Boosting productivity and decreasing error rates, having digital workers perform repetitive and mundane tasks while allowing human workers to focus on the more important work.

OFFLOAD HUMAN WORKLOAD

Attended robots can be used to take over human workloads to help continue or complete a workflow by its own without any manual intervention by humans.

Use case: Profit and loss updates

Challenges: This is a highly manual, error prone, and time consuming process that involves more than a dozen compiled sheets that need reformatting , compiling and reviewing, these reports contain data that requires employees to manually import the data, manipulate and verify it in order to submit them for further analysis and discussion.

Solution: Human employees can start an attended automation on demand to have the robots take over their process with a variety of actions to trigger the process. Robots would then take over the mouse and keyboard and perform those tasks without any intervention in a much higher pace and guarantee error free operations. Human workers can then dedicate to more critical activities.

Results: A financial services company using UiPath was able to reduce handling time from 60mins to just 20mins and ensuring 100% of accuracy in reports generated.

DIGITAL HELPERS FOR YOUR HUMAN EMPLOYEES

Human workers can work in tandem with robots when connecting directly to a database, automating an application in the background, or connecting to systems through an API.

Front Office Use Case: Contact center

Challenges: Call center agents need to put customers on hold to focus on extracting customer data, this might require time to go through multiple systems, collect and verify information to complete the call.

Solution: Call agents can work alongside robots to facilitate the client’s requests at the end of the other line, while the agent continue engaging the client on the phone, the robot works on the background to search across different systems for the required information and prepare it for the agent’s use at a very fast pace.

Results: Calls are completed in a much faster manner, while the customer is never put on hold. This improves the customer experience, employee satisfaction and operational efficiency, overall.

HYBRID AUTOMATION: ATTENDED + UNATTENDED ROBOTS

Hybrid automation is often useful for front office operations where direct interaction with uses is required, but parts of the operations require more repetitive processing or information gathering from multiple users to complete.

Front Office Use Case: Sales & Business Development

Challenges: Sales teams are required to spend valuable time on mundane administrative tasks such as logging activities in their CRM, which disables them from putting their full focus on selling.

Solution: Attended robots can support the activities of each sales rep if a preset of actions is programmed for the robot to perform, such as collecting and storing information into a system and at predefined intervals or in real-time the attended robot can hand off that information to an unattended robot for further processing such as aggregating the information for an entire sales team and send compiled reports to managers or send back to attended robot which can then support the individual sales rep.

Results: A combination of attended and unattended robots can work together allow the sales rep to focus on client needs and support the team to be more effective.

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Organizations that have been able to grasp the benefits of attended and hybrid automation understand that there is no need to separate the work of human workers from the digital workers. Some of the best automation programs utilize a combination of attended and unattended robots harvesting the most out of their RPA investment, allowing robots to work in parallel with humans in a dynamic format can increase employee satisfaction, boost customer experience and generate higher returns.

Do you have ideas on how attended robots can be beneficial for your organization? Contact us for a free assessment of your automation potential and get a Demo of UiPath now!

 

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