Putting RPA in Mainstream Frontend
This was one of the most unique point of view that was discussed at the event. While everybody talks about how RPA can reduce the cost of operations, very few business leaders are willing to use RPA in mainstream. In fact, many organizations are not leveraging the full potential of RPA by implementing it only for backend processes.
One of the concerns with respect to this was putting RPA between customers and employees. In retail and BFSI, customer relationships are built on trust. It’s the human touch and empathy that make these relationships stronger. Putting automated bots here would defy the very foundation of customer relationships. It would make the relationship “inhuman”.
This is where RPA experts chimed in stating that what RPA would do is make it convenient for customers to interact with the brand. RPA does not aim to replace the human from customer engagement. On the contrary it aims to remove the robotic approach of humans to customer engagement.