Companies leveraging the combination of ChatGPT and Robotic Process Automation (RPA) successfully automate their business processes and create better experiences for both customers and employees.
Chatbots and Robotic Process Automation (RPA) have gained popularity in recent years due to their ability to automate and simplify various business processes. But what happens when we combine the automation skills of RPA with the natural language processing capabilities of a chatbot like ChatGPT? The possibilities are endless.
How do ChatGPT and RPA complement each other?
By using ChatGPT and RPA, companies can create intelligent virtual assistants capable of automatically processing and responding to requests and inquiries from employees or customers. These assistants enable faster and more efficient responses to user needs while relieving employees to focus on activities that require critical human judgment. While software robots handle routine tasks such as data entry and order processing, ChatGPT supports virtual assistants by providing human-like answers to frequently asked questions.
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5 Ways ChatGPT and RPA Enhance Productivity and Customer Service:
When a customer contacts support through a call center, dedicated email address, Viber, or any other available communication channel, ChatGPT takes the initiative in the initial conversation, gathers relevant information, and assesses the nature of the request. It then smoothly passes on the collected information to the RPA system, which retrieves customer data from various systems, automates backend processes such as order tracking or account updates, and provides the necessary resolution. ChatGPT then delivers the response to the customer, ensuring a seamless and efficient support experience.
ChatGPT can engage in conversations with employees, capturing expense details or account information. The data is then easily passed on to the software robot, which automates the verification, approval, and processing of invoices and expense reports. RPA cross-checks the information against predefined rules, approves the claims, and triggers payment processes. ChatGPT can provide updates on expense or account statuses and handle any related queries about expense reimbursements or payment schedules.
ChatGPT facilitates targeted messaging and audience segmentation for companies. Businesses can send highly tailored messages to specific audience segments using advanced communication capabilities, thereby improving engagement and conversion rates. The real power lies in the flexibility and extent of integrations with other tools and platforms. Companies can connect ChatGPT with their existing sales and marketing systems (CRM, ERP, etc.) to streamline workflows, save time, and enhance efficiency.
When users encounter technical issues, ChatGPT quickly assists in troubleshooting and collecting relevant information about the problems. The details are then forwarded to the software robot, which automates the creation of support tickets, performs initial investigations, and escalates the issue to the appropriate IT department personnel. ChatGPT provides updates or resolution steps, keeping the user informed about the progress of their request and improving IT support efficiency and responsiveness.
When a customer places an order, ChatGPT initiates the interaction, gathers necessary order details, and checks the availability of requested items. The data can then be passed on to the RPA system, which can automate order processing tasks such as inventory management, payment processing, and logistics for shipping. ChatGPT can inform the customer about the order status and answer any questions related to the order, ensuring smooth order fulfillment.