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From RPA to the cloud – bots in process automation

Process automation utilises technologies, in particular bots, to automate repetitive tasks and processes in companies. Bots are specialised software applications that can perform certain predefined actions autonomously. They are designed to take over routine tasks such as collecting and analysing data from various sources, e.g. the CRM system. This not only saves time and minimises transmission errors, but also allows employees to concentrate on more demanding, creative activities.

The technology behind the bots

In the context of "bots", there is a whole range of technologies that can be used to automate processes.

• Robotic Process Automation (RPA): Technologies that are used to create bots that mimic interactions between humans and digital systems. One example of this is the automated processing of invoices.
• Artificial intelligence & Machine learning: Can supplement bots with decision-making and process optimisation so that they can learn and adapt using information from data.
• Natural Language Processing (NLP): To enable bots to understand and process human language.
• Chatbot platforms: Specialised software for the creation of dialogue systems that recognise customer enquiries and provide answers through automation.
• Integration tools: Middleware technologies that integrate bots into existing IT infrastructures.
• Cloud computing: Enables the scalable use of bots without extensive upfront investment in hardware.
• Analytics tools: For analysing the data collected by bots and for performance monitoring.

The specific role of bots

Bots are specialised in taking on specific, often isolated tasks. These tasks are usually direct and straightforward, which simplifies the implementation and handling of bots. They operate like robots as autonomous units that perform predefined actions and are ideal for tasks such as automatically categorising emails or filling out standardised forms.

Process automation, on the other hand, refers to the more comprehensive automation of business processes, which can encompass multiple steps, decisions and systems. While bots can serve as tools in this context, process automation is the overarching goal of automating workflows and reducing manual intervention across the entire process. Process automation can include the coordination of multiple bots, human interactions and decisions, integrations with various IT systems and applications, and the handling of complex business logic.

From increasing efficiency to reducing costs

The technical integration of bots requires careful planning. It is important to integrate bots into existing systems without disrupting operations. In the long term, companies should develop a strategy to see process automation as a way to innovate and differentiate.

Increased efficiency through automation

The use of bots to automate processes means that repetitive tasks that were previously carried out manually now function as automated processes. This includes, for example, processing customer enquiries, managing databases and creating reports. This automation allows employees to focus their time on more demanding tasks, which increases the company’s productivity and efficiency and mitigates the shortage of skilled labour. More efficient processes are a standard task of Business Process Management, Robotic Process Automation can be the tool of choice.

Improving service quality

Bots, the digital assistants, are available around the clock and can process customer enquiries immediately without them having to wait for a human response. This leads to a faster response time and better customer service. Bots can also reduce errors as they perform tasks with high precision and consistency.

Increase in customer satisfaction

Faster response times and improved service quality help to increase customer satisfaction. Customers appreciate it when their concerns are dealt with quickly and efficiently. Bots can also provide personalised recommendations and support by accessing content and data on previous interactions with the customer. This strengthens customer loyalty to the company and promotes long-term relationships.

Cost reduction

The automation of processes by bots can become a real advantage in the cost-benefit analysis. By automating recurring tasks, companies can reduce personnel costs and increase efficiency at the same time.

Conclusion

The integration of bots into process automation strategies offers numerous benefits, from increased efficiency to cost reduction. Companies should carefully consider the possibilities of bots and view them as part of a comprehensive automation strategy. By implementing bots intelligently, companies can optimise their processes, increase employee satisfaction and ultimately ensure their success.

Webinar: Automation with Microsoft 365 tools

To give you a tangible understanding of how processes can be automated, we invite you to watch the summary of our webinar "Supporting business processes with M365 tools".
This is an example of how the process "Record absence notification – e.g. holiday request" is automated using Microsoft 365.

https://www.youtube.com/…