Trends Report

Attended-Mode RPA: The Differences You Need To Know

Intelligent Automation Must Include The Front Office

July 29th, 2019
With contributors:
Glenn O'Donnell , Will McKeon-White , Jenny Thai , Diane Lynch

Summary

Robotic process automation (RPA) has emerged to deliver efficiencies and enhance customer goodwill in contact centers and customer service. Chatbots have a great future but don’t currently get enough done. RPA can help. 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. Put a human in the loop, and things get complicated. Design, support, and scale of attended bots are works in progress. 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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