Application of robotic process automation in customer satisfaction at toll plazas

Abstract

Background: Digitalization is widely spreaded in all over the world and Robotic Process Automation is one the main component in future technology. It is a new technique which is used to copy actions of human being who is interacting with the digital system. Now a days RPA is being adopted by number of service providers, toll plazas are one of them. Operations at toll plazas are conducting through RPA in form of fastag. Objectives: The paper aims to analyses satisfaction level of customers at toll plazas. As increasing traffic creates a lot of difficulties faced by customers such as wastage of time in long ques, improper service at toll plazas, no response from the employees, lack of knowledge among toll plaza staff. To eliminate this kind of problem new technique is implemented as fastag. Methodology: This conceptual research was based on both the primary and the secondary data. The methodology which is used, is a way which includes systematic and effective evaluation of numerous factors which creates dissatisfaction among customers of toll plazas. Findings: With the help of adequate samples results and findings it has been observed by the researcher that after implementing Robotic Process Automation at toll plazas customers are being satisfied by the performance of toll plazas and their employees. Conclusion: Robotic Process Automation is becoming mandatory to do business operations at toll plazas, as bots can do multiple tasks within a very short span of time. As after introduce this technique to toll plazas quality of service is getting improved, customers are satisfied and getting 24*7 access to their systems.