From the course: Introducing Robotic Process Automation
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Practical RDA example
From the course: Introducing Robotic Process Automation
Practical RDA example
- Let's walk through a practical example of RDA in the front office that will highlight why automation is most powerful when used to re-engineer the customer and employee experience. At telecom company A, customer service agents are frequently backlogged, and a lot of their time is spent on billing disputes, which are tedious and error prone. What usually happens in a dispute call is, one, a customer explains that their bill is incorrect, and they want it fixed. Then the agent asks for personal information to validate the customer, and a lot of time is spent typing in information and confirming names and numbers. This is usually where you're also told that the system is slow today. Then the agent brings up the customer's records by entering the information into the lookup field of a handful of software applications. Remember, we called this swivel chair integration earlier. After cross-checking records, the agent…
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