Robotic process automation (RPA) software automates repetitive, manual tasks in the contact center and back office.
RPAleverages artificial intelligence, machine learning, workflow and other technologies to automate the processing of repetitive tasks, initiate actions, and communicate with other systems or employees. RPA emulates the processes performed by human workers and can be trained to adapt to changing conditions, anomalies and new situations.
The two primary categories of RPA solutions are attended (generally used in contact centers), and unattended (typically deployed in back-office environments). Attended RPA runs on the employee’s local workstation (desktop) and is invoked by a user via context-based screen triggers, an embedded screen button or hot key, etc.
RPA “works” alongside agents, providing them with real-time process guidance and automating routine activities associated with the process in a faster and more accurate manner than a human can accomplish the tasks.
Unattended RPA can run on a dedicated workstation, server, web or mainframe. Unattended RPA solutions replace work performed manually by employees with automation that can be invoked by a schedule or timer; a trigger such as an email, file or queue task; be called up by another application; or run on-demand.
LiveVox provides various options to automate routine tasks, benefitting both customers and contact center agents. Chatbots, automated SMS and email triggers, and AI Virtual Agents all serve to automate routine customer inquiries and drive self-service, while automated quality management driven by analytics streamlines agent evaluation and coaching efforts.
These capabilities are managed through intuitive low-code/no-code, GUI-based tools on the LiveVox platform since the platform is designed for end users to be able to build and modify workflows directly, with no need to engage IT or LiveVox for over 95% of configurations.
More Robotic Process Automation (RPA) Resources for Call and Contact Centers
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