Many enterprises have embarked on their AI journey through chatbots for their front-end automation. Similarly, RPA is the chosen AI initiative for back end process automation. While chatbot enhances engagement and experience; RPA improves efficiency.

The integration of chatbots with RPA completes the entire automation process from one end to another providing a wholesome experience to both internal and external stakeholders.

RPA along with machine learning replaces manual, repeatable, data-related tasks such as data extractions, data entry, data reconciliations to streamline and automate back-office operations in HR, Finance, procurement, and other functions.

One significant advantage RPA provides over other automation options is that it does not require changing existing systems. RPA software sits on top of the existing IT infrastructure – as a layer, as opposed to being a part of it.

Hence, RPA can be easily integrated with the existing applications

Now coming to chatbots, they are used for conversations with stakeholders either for information exchange or completing a transaction. Based on the requirement, the chatbot needs to integrate with different enterprise systems like ERP, CRM, HRMS, etc to complete the transaction or fetch information. If these back-end systems have APIs, then the chatbot can access the required information without any issue. However, if the systems do not have modern APIs, then there would be a challenge.

This is where RPA can be helpful. Chatbot integrated with RPA will be able to seamlessly traverse across disparate legacy systems and retrieve information for the user. Similarly using chatbot user can trigger RPA to perform non-value-added mundane tasks which otherwise requires expensive human intervention.

Therefore a combination of chatbots with RPA would provide organizations with an improved user experience at a reduced cost. The Karan-Arjun impact.