Learn the Differences Between the Types of RPA on the Market
Robotic Process Automation (RPA) can be attended, unattended, or hybrid. Learn the
differences between these types of RPA. In addition, see how to assess which one best fits your business
In addition, a survey by the consultancy Deloitte showed that organizations investing in RPA technology reaped several benefits. For example, 92% mentioned improved compliance and 90% better accuracy. In addition, 86% cited higher productivity and 59% cost reduction. In our previous blog article, we presented ten advantages of adopting this technology.
In practice, process automation technology is broadly known as RPA. However, there are several types of RPA platforms on the market. Moreover, each has its most effective applications. Before presenting the models, however, let’s understand how RPA works.
Therefore, despite the name Robotic Process Automation, there is no actual robot involved in the tasks. Moreover, there is no physical manifestation of the technology. People often imagine it based on science fiction movies. In practice, RPA is computer software, programmed to replicate repetitive tasks automatically.
Where RPA can be applied
It can be applied across a wide range of areas:
– Customer service;
– Compliance and fraud prevention;
– Customer or employee onboarding;
– Procurement;
– Billing;
– Data migration and entry;
– Data validation and analysis;
– Payment automation;
– Inventory control and updates;
Automation with and without cognitive skills
Likewise, within the tasks above, RPA technology can be classified as non-cognitive. These are programs designed to handle repetitive tasks and data validation. In addition, they cover folder copying and automatic saving. A macro inside a spreadsheet, for example, can serve this purpose. Therefore, it automates something in a simple and efficient way while maintaining security.
As a result, cognitive RPA usually involves other technologies, such as Machine Learning. Other examples are Optical Character Recognition (OCR) or Natural Language Processing (NLP). However, they are less advanced than what we have seen with ChatGPT or Bard. In general, these bots handle automations that span multiple systems or that can reproduce human behavior in a simple way.
Meanwhile, in those cases, they can perform more complex activities. Examples include customer service via chatbot. In addition, financial institutions can approve a client based on their data and image, among many other possibilities.
The types of RPA available on the market
In short, these programs may be built for simpler or more advanced tasks. They are divided by how the software performs the automation. Some models act more like an assistant to the human workforce. Meanwhile, others carry out tasks without that kind of support. As a result, they have full autonomy within their programming.
Attended automation
Here we are talking about activities that RPA technology can perform more efficiently, but that still demand human input. Several bots may work in a supporting role alongside a person. Whenever necessary, the employee must step in so the work can continue.
After all, one common use for this type of RPA is customer service. For instance, you can use a chatbot or a similar model to resolve the most frequent requests. Examples include duplicate invoices and common questions. Meanwhile, an alert system covers cases that fall outside the standard. After all, those require closer attention from an employee.
Moreover, you can configure this type of RPA to send alerts to people. Therefore, it requests assistance whenever it reaches a situation that demands a human decision.
Unattended automation
In practice, in this case, the process flows require no human intervention at all. In other words, the technology works autonomously and independently, without the risk of errors caused by repetitive work.
For this reason, this type of technology is commonly used for filling in tax documents. In addition, it processes invoices and enters business data, to name just a few examples. Of course, the way RPA automation runs follows a program, which can be adjusted as needed.
Adding new tasks, changing priorities, and including new forms of intervention are all among the programming possibilities.
Hybrid RPA
Similarly, this is basically a model that combines the characteristics of attended and unattended automation. For example, imagine a company that uses unattended RPA to collect tax authority and customer data. Then, it fills in and organizes invoices. However, it prefers human intervention before sending them out. After all, this double-check minimizes the compliance risks involved.
What should you assess when choosing among the types of RPA?
First, here are some tips for choosing attended automation:
– Do the tasks need human interaction? In a customer service center, having people involved can solve problems that RPA technology could not handle alone. Moreover, it keeps customers happier.
– The focus is on boosting employee performance. For example, a person working in a company’s tax department no longer has to fill in tax documents. Instead, they can concentrate on checking the information and acting more strategically.
– A transition period: in many cases, employees may show some resistance to the technology. Attended automation can serve as a kind of rite of passage before moving on to a more advanced approach.
Meanwhile, for unattended automation, some suggestions are:
– Fully structured and completely mapped tasks. In this case, the organization already knows every process. Moreover, it is sure there will be no related deviations along the way.
– Activities related to data processing. In this area, human errors can lead to disastrous consequences, especially when the goal is smarter, more assertive decision-making. Therefore, data collection, distribution, and verification should be fully automated.
Are you interested in implementing an RPA structure in your organization? Do you have questions about how to do it? Moreover, which of the types of RPA would best suit your business reality?