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For Infrastructure & Operations Professionals

Attended-Mode RPA: The Differences You Need To Know

Intelligent Automation Must Include The Front Office

July 29, 2019

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Why Read This Report

Robotic process automation (RPA) has emerged to deliver efficiencies and enhance customer goodwill in contact centers and customer service. Human agents can reduce repetitive, manual tasks and develop their customer-centric skills. But the attended-mode RPA that supports this world is tough to get right. This report describes the top use cases and helps infrastructure and operations (I&O) professionals understand why attended RPA can be difficult — and what to do about it.

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Table of Contents

  • RPA Software Bots Perform Routine Tasks
  • Not All Attended Bots Are Created Equal
  • Attended-Mode Automation Is Harder Than Unattended To Get Right
  • Recommendations

  • Review Potential Suppliers' Attended-Mode Road Maps
  • Supplemental Material
  • Related Research Documents

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