Intelligent Automation and Human-Bot Collaboration with AARI
The blog will give you a brief about AARI and a future banking and financial industry trend. But, first, let us look at why is human-bot collaboration the future of intelligent automation?
Automation alone tends to be inflexible since robots are designed to carry out one precise task. Operating both bot and human tasks on a single platform for any given process is the key to making intelligent automation truly self-sufficient—bots can learn from humans and seamlessly increase the automation rate of any process. AARI (Automation Anywhere Robotic Interface) – a smart digital assistant designed for a new era of work that brings consumer experiences to the enterprise. AARI is a no-code, digital assistant solution that promotes effective and collaborative engagement with human users. For instance, if a request starts with a user in the front office and gets processed by RPA bots but then needs approval from a user in the back office, AARI works with RPA bots in the background and can orchestrate this whole interaction by managing the human-bot handoffs in between. While AARI, workflow automation, BPM) tools share similar features, AARI differentiates with a native RPA bot integration that can automate any application.
Users do not need to learn coding or scripting to configure processes in AARI. There is a visual drag-and-drop editor to connect steps in the workflow and define moments of human-bot collaboration. The end-user dashboard embodies a process catalog experience, with a simple user interface and familiar business language to make it accessible for everyone at your company.
Intelligent automation with human-bot collaboration is an essential part of the industry trends, particularly in the Banking and Financial Sectors, with significant potential benefits to the Financial services industry. Intelligent automation can help financial institutions continue to keep up with customer expectations while maintaining financial sustainability.
Serving banking customers in multiple ways:
The pandemic has accelerated the development of virtual service and the integration of digital channels such as web and chatbots with live channels such as call centers and live chat. Chatbots, and intelligent automation software bots in general, are helping financial institutions improve their customer service. Intelligent chatbots enabled with natural language processing (NLP) can answer questions and direct inquiries—in the language of choice. They can quickly locate request information, provide service status updates, and seamlessly transfer customers and their account information to human agents when needed. The chatbots can work 24 hours a day, seven days a week, without getting tired or making errors.
By employing intelligent automation, a human agent can call up account information in real-time from multiple sources and view that information on a single screen while focusing on the conversation with the customer. Customers have also been making use of intelligent automation, particularly chatbots, during the pandemic.
Rethinking branch banking
The pandemic forced financial institutions to close the branches and call center facilities temporarily and send their employees home to conduct their work. Financial institutions had to rethink traditional branch strategy and focus more on remote and automated customer service. In this environment, one channel that has made a comeback in the last 18 months is the interactive teller machine (ITM). Available as a kiosk or integrated into a branch location, an ITM provides traditional ATM services but also offers the advanced services traditionally handled by a person. When requested, customers can communicate in real-time with bank or credit union representatives for those services by taking advantage of the ITM’s live two-way video chat capabilities.
Bank of America was an early adopter of ITM and has since refined its offering, experimenting with fully automated branches that have a significantly smaller footprint than traditional branches and no on-site representatives. For customers who want the branch experience with human contact, they can schedule a video meeting with a representative working remotely to take place in the branch’s video conferencing room. ITM and Bank of America’s automated branch concept offer cost advantages for the financial institution and meets the needs of customers who prefer to deal with automated services and those who want the branch/human experience.
Human-Bot collaboration with AARI can be used in any industry. It provides value to any process in any industry that can be completed faster with humans and bots working together. The technology will only get better over time and continues to become feature-rich with powerful integration on the horizon.
About Automation Anywhere:
Automation Anywhere is a global leader in Robotic Process Automation (RPA), empowering customers to automate end-to-end business processes with software bots – digital workers that perform repetitive and manual tasks, resulting in dramatic productivity gains, improved customer experience, and more engaged employees. The company offers the world’s only web-based and cloud-native intelligent automation platform combining RPA, artificial intelligence, machine learning, and analytics right out of the box, to help organizations rapidly start and scale their process automation journey.
We!!! Mekkanos holds the expertise in building RPA solutions, recommends Transformational strategies, strengthening your Center of Excellence, and has experience in supporting your automation requirements.