RPA and Artificial Intelligence are Transforming Customer Service Across Industries
In a recent research project on Investment in Process Automation and Anticipated RPA (Robotic Process Automation) projects, APQC (American Productivity and Quality Center), a business institute found some valuable insights: Investments in Process Automation and anticipated RPA projects are second only to Analytics and Data Management. RPA projects are almost twice as likely as near-term investments in AI or intelligent automation. The number of RPA projects per organization nearly doubled from 2017 (8.6) to 2018 (14.9). There is no question that the adoption of automation technologies such as robotic process automation (RPA) and artificial intelligence (AI) is on the rise. Developments in AI have created profound transformation in the space of automation, rapidly propelling it from merely mimicking human tasks to almost thinking like a human. This leads to a sea of automation possibilities in both back and front-office operations across several domains including customer