The combination of robotic process automation (RPA) and chatbot for business applications

Abstract

The digital transformation is going at break-neck speed in enterprises across all fields. Some of them have chosen to digitalize only essential processes or use ready-made solutions without thinking about system integration or developing application interfaces. Others set out to build a comprehensive digital infrastructure with management, administration, and production systems. However, for a large majority of them, digital transformation is an ever-going process as new business requirements, which will inevitably crop up. In this case, Robotic Process Automation (RPA) is a suitable solution. RPA is a concept in which software robots take over humans in automating iterative business processes with fixed logic that does not have an existing application programming interface (API). Recently, the combination of RPA and chatbots is considered an effective tool for handling many business processes. This research proposes a solution and procedure based on open platforms, which can be readily extended by enterprises as needed. This solution can also be improved with Artificial Intelligence (AI) algorithms. The result is demonstrated through a few selective business processes that have been implemented in an organization and proven effective. The work focuses on the flexibility, ease of deployment, and efficiency of an RPA-chatbot solution targeting business digitalization.