RPA May Enhance Interactions Between Businesses and Customers: Survey

Governments around the world may be worried over automation, but a large majority of businesses are of a belief that robotic process automation (RPA) could help them build a better relationship with their customers.

Automation will give rise to more ‘human interactions’ by freeing employees from endless repetitive tasks, says Uipath in a recent study.

In its recent survey, nearly 70% of organizations stated that RPA could increase human interactions. Once the employees transfer much of their tasks to computers, they can devote more of their working hours to interact with customers.

“With the rise of automation tools, many fear a dystopian view that solutions like RPA will replace jobs, and human workers will be left out of favor,” says Bobby Patrick, chief marketing officer at UiPath.

“As the study finds, the reality is that RPA allows employees to engage in richer interactions with others, perform work that requires more brain power, and make fewer mistakes.”

In the survey, 66% of respondents said that the new technology restructures existing work, enabling employees to have more human interactions, and 60% said RPA helps employees focus on more meaningful tasks.

Many firms are, however, putting off their plans to deploy the technology solution due to the lack of trained personnel and other resources, says the report.

Some organizations are finding a shortage in resources that support and use the technology, while a few are struggling to understand the different deployment options available to them.

The benefits of RPA reported by firms include increased efficiency (86%), deeper insights into customers (67%), improved customer service (57%), and improved employee engagement (57%).