Omnichannel Chatbot Integration with RPA

Chatbot automation is a popular integration in business today, as various organizations are looking to streamline their customer service capabilities. In this video, we’ll demonstrate chatbot integration with RPA technology through a real use case.

Chatbot Integration with RPA

The general purpose of a chatbot is to improve customer experience within an organization. This was exactly the goal of this implementation using Robotic Process Automation (RPA) technology. How did we aim to do that you might ask? For one, we placed a particular focus on accessibility. Through this integration, a user can access our chatbot via web application or phone, while never being limited to the use of only one method. Whether users are out in the field, driving, or sitting at their desk at a client site, they can easily access the chatbot portal from their mobile device.

Another method to improve customer experience is to reduce turnaround time. Currently, users submit their request via email to reset their password, which may limit completion time pending the availability of the administration team. With a chatbot in place, user’s typically experience a quick 1-2 minute turnaround for their requests. Standardization is another way to improve customer experience. Resetting credentials is very rudimentary and easy to do, but not having a well-planned process for a user to follow can be very frustrating. That’s why having a user friendly step-by-step process is fundamental in providing great customer experience.

In this demonstration, our main objective was to develop a chat system that allowed a user to reset their password via phone call or chat. The process you’ll see in the video compares information given by the requestor against data stored in our JD Edwards database. If the information given matches what’s in our system, a temporary password will be generated.

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Watch as Smartbridge Consultant Dallas Locke demonstrates chatbot integration with RPA technology.

The Objective

Currently, there is a popular need to streamline the process of handling multiple user inquiries. However, for this use case, we are focusing primarily on resetting account credentials. At this time, the process of resetting credentials is unstructured, completion time is varied, and generally isn’t very efficient. As a solution, we aimed to solve those issues through the capability of two methods, via chat or by phone. This use case ultimately addresses the following key issues:

  • Turnaround Time: As previously stated, the completion of a request isn’t consistent. It can get processed immediately, or take a couple of days to complete. Through this use case, we aim to significantly reduce that variance.

  • Efficiency: Currently, there is no standard procedure in place to process requests, which in return causes lots of inefficiencies. We aim to create a standard procedure all users should follow which will reduce confusion and increase efficiency.

  • Accessibility: Currently, users must go through hoops and boundaries to have their credentials reset. We aim to put into place 2 methods—chat and phone—to allow a user to self-reset their credentials. Users would be able to easily initiate this process wherever they are.

Applications, Roles and Flows

  • Flow XO: First of the two front end applications. Flow XO is used for gathering user input via chat. Users are able to access the application and request a password reset. Flow XO is essentially the heart and soul for the process. All information gathered from Flow XO and Twilio is compiled here before being sent to UiPath.

    Explore flowxo
  • JD Edwards (JDE): First of the two back end applications. JDE is our ERP system of choice that houses our user credentials for this use case. Any type of data source such as SQL or Mongo DB is suitable. For our verification process, UiPath uses the information stored in JDE to compare the information submitted by a user.

    Explore JD Edwards
  • Twilio: Second of the two front end applications. Twilio is used for gathering user input through the phone call method. No matter where a user is in the world, they can call a dedicated line to initiate the process of resetting their credentials and retrieving them.

    Explore Twilio
  • UiPath: Second of the two back end applications. UiPath is our RPA tool of choice for this use case. UiPath compares data retrieved from the user and JDE. If there’s a successful match, UiPath generates a temporary password and sends an email to the user.

    Explore UiPath
Chatbot Integration with RPA

Results of the Integration

The result of this use case is an automated omnichannel password reset robot that provides a structured/standardized process for users to reset their account credentials.

Through chatbot integration with RPA, an unstructured, inefficient and confusing process is now a streamlined process. Although a simple task, it was needed to reduce the amount of time and resources the administration team spent on handling these type of user issues

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