UiPath Chatbot Demo Video for a Common Customer Service Issue

Creating an Omnichannel Chatbot using UiPath Robotic Process Automation

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.

Smartbridge is a UiPath Partner

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 ERP, which in this case is an Oracle JD Edwards database. If the information given matches what’s in our system, a temporary password will be generated.

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

Here’s a simple flow to illustrate how all the tools work together.

Results of the UiPath Chatbot 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 a UiPath chatbot, using RPA to integrate with other core business systems, 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.

Need help simplifying the steps to automate common customer service issues? Smartbridge can help – book time with one of our experts today!

And without further ado, watch the UiPath chatbot demo video featuring integration with Twilio, Flow XO and Oracle!

Keep Reading: RPA for Customer Service (more videos)