TECHNOLOGY
RPA emerged as a distinct technology in the early 2000s , focusing on automating repetitive , rule-based tasks without the need for complex programming . These early RPA systems were primarily used to mimic human actions in interacting with digital systems , such as data entry , form filling , and basic data processing .
Yet it is due to the current wave of AI that we see enterprises reexamining the decades-old system .
“ AI and RPA are already playing a pivotal role in transforming business processes by enhancing automation with intelligence and adaptability ,” says Michael McLaughlin , VP Cloud Alliances & Channel at SS & C Blue Prism . “ This integration is enabling AI to empower RPA to handle more complex , data -driven tasks and move beyond simple , repetitive processes .”
This technological synergy is not just changing how businesses operate ; it ’ s reshaping entire industries and redefining the future of work . The AI-induced evolution of RPA from a tool for automating routine tasks to an intelligent system capable of handling complex operations marks a significant shift in business process management .
“ This has led to smarter , end-to -end automation , reducing manual intervention and increased accuracy ,” Michael continues .
The financial sector has been quick to adopt AI-augmented RPA , leveraging its capabilities to enhance accuracy , ensure compliance and improve speed in critical areas such as fraud detection and claims processing .
24 / 7 OPERATION
RPA bots can work continuously without breaks , enabling businesses to operate around the clock . This capability significantly reduces data collection and processing times , ensuring that tasks are completed faster than with human labour .
Similarly , the healthcare industry has embraced this technology to manage patient records , streamline billing processes and automate diagnostic procedures , thereby improving efficiency and reducing errors .
Beyond these back-of-house process automations , the synergy of RPA and AI has meant that RPA can now have a customer-facing role .
“ By integrating AI-driven sentiment analysis with RPA , we ’ ve been able to automate customer query handling and the review of customer interactions for coaching and training with a high degree of accuracy ,” says Tim Peters , Chief Marketing Officer at Enghouse Systems .
“ The system not only processes routine inquiries but also gauges the emotional tone of customer interactions , enabling it to prioritise and escalate issues that require human intervention .”
The journey towards synergy However , the journey towards fully integrated AI and RPA solutions is not without challenges . aimagazine . com 155