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Where technologies converge to bring tangible

Where technologies converge to bring tangible

Given the immense information available and around technologies such as Chatbots (software components trained to act in a specific way) and Robotic Process Automation (RPA) (process automation components based on generally repetitive activities with no or low human interaction) it is important to understand the natural boundary of action or scope of each


Chatbots: Created to interact generally with customers; internal or external of an organization or company, who require assistance in the execution or status of a particular transaction or activity. These; through a series of questions and answers, they manage to guide the counterpart through a route that could end in a human attention or in an automated process imperceptible by the customer.


Robotic Process Automation (RPA): In contrast to the previous concept, this one is mainly focused on attending activities associated with internal processing of actions to solve specific requests. In this case, a single request could trigger multiple actions or activities in different systems or business units to respond to a customer, either in person or even attended by a digital assistant (chatbot).


Once clarified and homologated these concepts to start from a common base; the question is: where do I apply this? How do these concepts benefit me? Why are they relevant in the daily environment?  Well, here is a short but direct explanation. Let’s say you are applying for a loan in a bank; it is to be expected that you do not know the intricate logic or approval route, the variants that this may have depending on the type of loan requested or organization to which you access, including the regulations to which the organization that would provide the service is subject, what is to be expected and certain, you as a customer demand promptness, quality, efficiency, timely execution and traceability of the status of your application. In other words; you want it expedited and fully informed throughout the approval processing in a proactive manner to avoid constant trips or calls to understand the status of your application.


What is the average time you have ever experienced in this situation; where interacting with several people and thus, downtime, plus constant interpretations or variants in the execution of a policy are part of the problem, what would you think of the service if instead of human intensive processing it was delivered efficiently in up to 70% less time by the application of technologies such as the above mentioned in an IPA (Intelligent Process Automation) environment


On the other hand; it is important to note that RPA has two main branches; one that in effect, includes some activity or human interaction or assistance, and another that is fully automated without human activity, it will always be relevant to be advised about the type and level of automation possible in a business process, there are pieces of software capable of addressing some cognitive level and others that simply repeat the actions or repetitive tasks for which the robot has been trained, which does not require analysis, only speed in processing and consistency in delivery.


This is one of the main objectives of Artificial Intelligence (AI) to achieve positive impacts on the daily lives of people so they can focus on the most valuable aspects of their daily activities, whether personal or professional, if all organizations, institutions, businesses and industries are really focused on prioritizing their execution centered on customer satisfaction, then this should be an integral part of their strategic business plan.