Automate the transfer of employee master data into the payroll system, and note the successful transfer of each file. Digital Workers can check for master data deviations and inform the Payroll Team.

The IT helpdesk typically receives masses of requests such as resetting of passwords or entering user accounts into a system. Digital Workers help their human colleagues in by picking up the routine tasks from the ticket system leaving more time for people to handle the complex tasks.

If the helpdesk traffic is coming from unstructured channels, requests may often be incomplete blocking execution. In many cases, front line personnel classifies or translates the request and routes to the next line of staff for processing. Usually, RPA is faster and more reliable at classifying requests and can eliminate delays and the human factor from the first step of processing requests.

IT helpdesk ticketing systems often contain a small set of structured data complemented by free format text such as email. Often, RPA alone is not intelligent enough to analyse the free text containing a more detailed explanation of the problem, but when complemented by NLP skills, the robot can understand enough of the request in order to further classify and reroute the request, or report recurring symptoms in a mass of tickets.

The data in legacy systems may be outdated and needs to be cleansed before being entered into a new system. It is not uncommon that legacy systems hold data from many years, even decades. Often cleaning of master data may represent a significant amount of work budgeted for introducing a new system. RPA is used to cross-check data, remove duplicates or to bring up inconsistencies in the data.

In legacy systems, the database structures have often been corrupted over the years. The fields no longer contain the data they originally did. And the documentation does not reliably reflect changes implemented over the years. In such cases, the User Interface may be the only reliable tool to interpret the data in the system. RPA helps in accessing, copying and verifying the data much faster than any human could ever do.

IT helpdesk staff are often expected to provide service 24/7. RPA robots are often used to serve clients on the night shift through chatbots, IVR or similar interfaces that perform time-critical activities or send notifications to those on call to assist when a robot falls short of skills but evaluates the situation as severe enough to notify a backup person.

RPA can assist efficiently in the process of copying data from customer emails or web-forms. The team e-mail inbox response can be automated to select the CRM or ERP systems and classify customer inquiries.

Large customer service units have front line staff handle incoming mail ensuring requests end up with the right team. Intelligent process automation releases team resources for more value-added tasks.

Suppliers may have to use business systems or extranet portals that require staff to enter data online. Retrieving data from a portal or entering data to an ERP system can frequently be a time consuming and error-prone activity RPA can automate the cutting and pasting required for procurement forms and simplify the process for large business and suppliers.

Mass campaigns to activate customers can flood the customer service team unless the onboarding process is fully automated. Digital Workers can handle routine requests for new service activation bridging a gap until the onboarding process is fully automated or balancing the workload during the transformation of the new processes involved.

Many companies already use robots for creating a baseline plan for their workforce. Balancing resources and demands is mainly based on simple rules, forecasting, and agent qualifications. Automation can create a plan for the Team Lead to finetune and finalise.

Resourcing front line client service teams can be challenging due to fluctuating seasonal and peak demand times. Automation can tackle peak loads with greater flexibility according to your resourcing plans and availability of part-time staff.