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RPA Use Cases

Now that we know what RPA is, let’s try to see in little detail what the use cases of RPA are. Typically RPA tools interact at UI level and can do tasks that are well defined, repetitive. If you want to see the tools which can be used and their comparison please refer to RPA tools and comparison. RPA bots can take care of typically “Boring” tasks that humans are required to do daily. This leaves the human workforce to do a much better job.

Let’s look at some of the tasks which RPA can automate. Remember the bottom line that the RPA tool can only automate tasks that are well defined.

We will look at use cases of RPA across different industries like BPO, HR, Finance, Medical, Retail, and Banking:

Retail

  • Website scraping
  • Customer Order processing

BPO

  • Call Center operations
  • Email processing

HR

    • Payroll processing

RPA use cases

Banking/Finance

  • Credit card application
  • Claim processing
  • Dispute Handling
  • Generate Premium Receipt
  • Statement
  • Account Monitoring
  • Customer complaint
  • Change of address

Medical

  • Patient Registration/Forms filling

 

Now let’s look in detail of each of these use cases:

Retail:

  • Website scraping:
    • This can be used not only for an e-commerce website but also for any stock trading website or any news/media website as well. Website scraping is used to gather a large amount of specific data such as prices of a specific phone. This is a very tedious task for someone to do manually but with RPA tool it can be done very easily

 

  • Customer Order processing:
    • We are living in the world of e-commerce and there is a huge volume of online shopping. RPA tool can handle end-to-end customer order processing, starting from taking orders and putting the request to the inventory team to sending updates to the customer.

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BPO:

  • Call Center operations
    • In call center operation, call center executive needs all the information related to a customer at one place so that it’s easy for them to interact with the customer . RPA using web scraping gathers all the information of a customer and keeps it at one place. Also, RPA can manipulate the data in the desired form which is convenient from a business perspective.

 

  • Email processing
    • It is very difficult for a big business/organization to respond to emails that come. Using RPA tool, based on the content/subject these emails can be segregated into multiple categories and automated responses can be configured to

HR:

  • Payroll processing:
    • Payroll processing is a very repetitive action to do and hence RPA fits very well in that activity. Using RPA, end-to-end payroll processing can be done easily starting from getting data from timesheets (where users fill in work done hrs along with leaves), calculate the salary based on an individual’s CTC and also can execute the financial transaction for transferring the money to the employee’s bank account.

 

Banking/Finance:

  • Credit card application
    • Banks give Credit cards based on certain criteria eg salary of employees, yrs of experience, etc. RPA can handle the end-to-end credit card issue process starting from getting all the relevant details & documents from an applicant, verifying the details and issuing or rejecting the credit card application based on the details provided.
  • Claim processing
    • Insurance companies have to fill a lot of forms for an insurance claim along with the proofs. RPA can do all this. It can read information from the customer filled form, put them in the desired insurance processing format. It saves a lot of manual effort and errors.
  • Dispute Handling
    • In a financial transaction, there will be a lot of dispute cases. Resolving them will be based on certain rules and facts which can be handled to some extent by RPA.
  • Generate Premium Receipt
    • RPA can handle sending reminders for premium renewal and after the renewal can send the renewal receipt to the customer without any human intervention.

 

  • Statement
    • Sending statements to customers is a very routine job that can be easily handled by RPA.

 

  • Account Monitoring:
    • RPA tool can monitor all the activities which are happening in the accounts and can raise alarm if any suspicious activity is found. This is a very huge task to do manually but with RPA it’s easy and more reliable.

 

  • Customer complaint:
    • Customer complaints can normally be bucketized into multiple different categories and most of the basic complaints can be solved by pre-defined solutions. How RPA can help here is that it can categorize complaints into different categories and then give possible solutions to the customer. RPA can only forward complaints which are new (not covered by any rule) to the human staff. In this way, RPA can decrease the complaint resolution time while saving human effort as well as providing support across 24hrs and 365 days in a year.

 

  • Change of address
    • There will be a lot of applications for change of address in any official document like a bank account, PAN card, passport, Driving license, Aadhar card, etc. This process is based on the address proof provided by the customer and based on certain rules. Hence it’s a good candidate for RPA automation.

 

Medical:

  • Patient Registration/Forms filling:
    • Medical forms are lengthy as well as based on the volume of patients it will be a huge task as well to fill up the forms and then track the patient. This whole registration process as well as keeping track of patient record can be handled by RPA.

In this article, we have seen how RPA can be used across different industries. You must have got some understanding on how RPA can be utilized across domains and must have noticed that any task which is REPEATABLE and RULE BASED can be automated using RPA. Use RPA as your most efficient employee who works 365 days a year. If you want to create such an employee then start with the RPA course.

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