Abstract
Robotic Process Automation (RPA) refers to process automation applications of traditional Information Technologies based on robot software with the ability to capture and interpret the specific processes of organizations. Studies show that RPAs are able to reduce resources and optimize processes effectively in relation to customers. Some of these call center business processes deal with customers most likely to complain; therefore, a “Proactive Notification” robot was developed to classify these types of customers to be prioritized. This robot defines the creation of an RPA architecture for proactive notifications applied to an electric company in Brazil. The methodology used for the development of this project consisted of data management, predictive models, and peripheral components for sending SMS and making calls. It was tested against all customers in 40 cities (two states) and the model considers the historical basis of 3 years of occurrences to predict customers with a high probability of filing a complaint due to power failure. The results show that customers who were called for this type of problem did not call the call center again to complain, suggesting positive acceptance of the robot. In conclusion, the robot presented herein is capable of making proactive notifications with high precision to customers with the highest probability of complaints, predicting possible problems.
Highlights
Due to the Internet revolution, companies are increasingly using applications and systems to help provide better services to their customers [1], [2]
This paper presents the results of this study, organized as follows: Section II presents a review for Intelligent Robotic Process Automation; Section III presents the methodology; Section IV details our architecture of the solutions applied to intelligence automation; Section V details the statistical model for intelligent robot function and Section VI is dedicated to presenting the results and discussion about the methodology proposed
INTELLIGENT ROBOTIC PROCESS AUTOMATION One of the challenges in the era of digital transformation is the application of disruptive technologies on a large scale, the analysis of benefits and socio-economic and cultural
Summary
Due to the Internet revolution, companies are increasingly using applications and systems to help provide better services to their customers [1], [2]. Deployed 160 ‘‘robots’’, generating a return on investment in three years between 650 and 800%, improving response time ∼1500-fold (from days to just a few minutes), and reducing customer ‘‘chase’’ calls by more than 80% This resulted in significant cost reductions making them exponentially more competitive in the mobile market [11]. Corporations are adopting an emerging technology RPA to streamline company operations and to reduce costs [28]–[33] Along this line, we have developed an RPA to handle the large call volumes to an electrical utility company’s call center due to temporary loss of service (e.g., resulting from a brownout or blackout). This paper presents the results of this study, organized as follows: Section II presents a review for Intelligent Robotic Process Automation; Section III presents the methodology; Section IV details our architecture of the solutions applied to intelligence automation; Section V details the statistical model for intelligent robot function and Section VI is dedicated to presenting the results and discussion about the methodology proposed
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