How RPA Bots Help Chatbots Getting Smarter

Chatbots and RPA bots, when integrated, can add value

(5 min read)

Imagine if process automation was a matter of simply typing what you want. Well, it just got real: At a recent hackathon, an NTT DATA team (itelligence and everis) demonstrated an innovative approach that integrates RPA bots and chatbots. The result was a tool that freed users from time consuming repetitive tasks, allowing them to focus on adding value while using natural conversation capabilities.

At a recent SAP Hackathon, itelligence and its NTT Data sister company, everis, applied an innovative approach to existing technology – and won second place. The team integrated chatbot and RPA (Robotic Process Automation) bots in a solution that streamlined some of the administrative work that an HR colleague might face when onboarding new employees. The solution helped SAP discover new ways of running a process within SAP SuccessFactors, but it has use cases that go far beyond HR.

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The HR administrative is using a chatbot (click to see more details)

SAP Conversational AI and IRPA Integration: Proof of Concept

Chatbots are seemingly everywhere online. They’re a convenient tool for supporting users by answering questions and providing contextual help. RPA bots also serve important functions in today’s technological spaces. RPA bots automate repetitive, rule-based tasks, like certain kinds of data entry and search functions, for example. Though both familiar tools, solutions that enable these bots to work together in an integrated setup are not common.

For the hackathon, itelligence designed just such a solution. It enabled a chatbot (developed with SAP Conversational Artificial Intelligence) to trigger a series of RPA bots (using SAP IRPA) that automated tasks inside SAP SuccessFactors. Those RPA bots generated lists of new hires, scheduled meetings for their continued onboarding, and compiled relevant support documentation, among other things.

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Solution Process Flow (click to see more details)

The itelligence solution turned a number of previously time consuming tasks (searching, scheduling meetings, preparing documentation) into duties that weren’t just automated but could be triggered through a single iteration with a chatbot agent. Everything could be accomplished from a single UI, requiring no specific commands or keystrokes to set the RPA bots in motion.

 

A First Step Towards Intelligent Applications

Solving monotonous, time consuming administrative tasks is something that can bring value outside of HR and SAP. In an e-commerce setting, for example, such a solution could help streamline both the ordering and fulfillment processes, by allowing users and customers to carry out transactions via chatbot, which then trigger the RPA bots to do their work in the background, such as filling out order forms, printing package slips and receipts, or sending out email surveys to measure customer satisfaction. But e-commerce is only one example of the many potential use cases.

It doesn’t matter if it’s ERP, e-mailing, Word, Excel, or another application.
These integrated bots can make a difference.
Adrian Kostrz, Manager at itelligence’s Innovation Technologies department

The result goes right to a company’s bottom line. By freeing users from mundane jobs, they’re free to focus on more high level duties. Doing so also reduces the possibility of human error, for example when filling out a work order. And let’s not forget the importance of user experience.

By removing mundane tasks from to-do lists, employees are able to focus on the areas where they feel they bring the most value. Their work lives, as a result, take on greater purpose. Working with purpose brings greater work satisfaction, productivity, and happiness.

 

Are RPA and Voice Recognition the Future?

Already, there is wide potential for chatbot and RPA bot integration. The next step is to apply voice recognition and speech components. Such a step would free users from the need to be at a workstation altogether. It could also further enhance the user experience, as the vocal component brings a more personable, empathetic feel to the human-technology interface. As itelligence showed with its Kia Mia project, this voice-enabled technology already exists.

Chatbots and RPA bots are nothing new, but with the right approach existing technology can help solve daily challenges and tedious tasks. At the SAP hackathon, itelligence developed its solution in a short timeframe, relying on remote workers in three different countries, combining innovation with worker flexibility.

It was a big surprise how a distributed team could productively work together. But our Spanish, German and Russian colleagues supported each other throughout the competition, and we achieved a big result.
Alexey Petrov, Head of the Innovations Lab at itelligence Russia

Learn more about how itelligence can help you streamline your administrative tasks:

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