Robotic process automation (RPA) is a product used to increase productivity and relay repetitive and complex tasks to a computer process. Any task that requires users to complete an action using the same rules and steps can be easily automated, such as data entry, calculations, scraping, etc.
Most businesses today use web-based software and apps in their workflow, and edgeRPA provides a way to automate and monitor data and processes used in those workflows. Tasks can be automated by simulating user input or by feeding data directly to those apps.
Things to Consider
- Edge provides Web RPA;
- Web RPA works as long as edgeCore is running in a browser;
- Scripts should not be too complex;
- edgeRPA is attended RPA;
- If you want to use RPA with ServiceNow, you will need the ServiceNow web adapter/extension;
- If you want to use RPA with Citrix, you will need the Citrix and XenDesktop web adapters/extensions;
- If the RPA script triggers a server action at any point, the user/role needs to have permission to execute server actions too. Moreover, users need to have the RPA permission to play and/or record scripts. Granting permissions is done on the Provision Roles page.
When RPA is installed, the RPA permissions are assigned to the Full Admin role by default.
As previously mentioned, edgeRPA is attended RPA, which means the automation is executed when users are in front of their computers. This is suitable when you want to automate tasks and processes at an individual level. The automation is often triggered manually whenever the user wants to run it. The process might require human interaction or decisions between steps.
A customer service agent receives a support ticket, and he/she needs more information to reply to the request. The agent then runs the script that looks for information in the knowledge base. The script is going through the knowledge base by using the keywords from the support ticket. Once the script finds related information, it shows it to the agent who can then reply to the request with more complete information.
Here are some of the most common use cases you would use RPA for:
- Customer Service
RPA can sort tickets (for example, by different departments) and offer initial responses to customers. This way the tickets quickly reach the right customer support agent, and you do not need to transfer the call from one agent to another.
- Comparing Prices
Businesses often have to make purchases in bulk, so they have to do research online to make a decision. As a result, they can be affected by the cost. To speed up the process and save time, businesses can use RPA to compare prices from different vendors.
- Storing Customer/User Information
RPA will automatically categorize different information (for example, address, role, etc.), so you do not need to manually enter this information.
- Processing HR Information
RPA can collect, organize, and store all the HR information a company needs (for example, training level, payroll, etc.).
- Data Scraping
RPA enables you to extract structured data from your browser, application, or files.