ICIL TECHNOLOGIES LTD: Training of Customer staff in Robotic Process Automation

Robotic Process Automation

Robotic process automation (RPA) is a simple and easy-to-use software that uses RPA software robots to mimic human actions and complete tasks. RPA works to save organizations time and money and frees employees from monotonous tasks.

Manage low-value, repetitive processes
Mimic human actions
Capture and extract data
Key in information
Follow step-by-step instructions
Interacts with various systems and applications
Work 24/7 without breaks
Improve accuracy
Integrate with artificial intelligence (AI)

What Different Kinds of RPA Are There?

The Three Types of RPA

Robotic process automation solutions fall into three key categories: attended RPA, unattended RPA and hybrid RPA.

Attended Automation

This variety of RPA lives on a user's device and won't usually activate unless the user gives a command.

Unattended Automation

This kind of RPA runs independently, completing tasks by following a rule-based process.

Hybrid RPA

This kind of RPA combines attended and unattended software bots, providing end-to-end automation.

5 Key Benefits of RPA Technology

1. Speed and efficiency

Software robots work exceptionally quickly, especially compared to humans performing the same task. They drastically cut down processing time; a task that would take human workers hours to complete can now be achieved in just minutes. And unlike a person rushing a task, this speed comes at no risk to the quality of the output.

Of course, these activities don't sit in isolation. Automated tasks also speed up and improve larger, complex processes and transform various operations throughout your organization.

2. Accuracy eliminates human error

Everyone makes mistakes, and it's no surprise that human errors creep in when people spend long hours on monotonous, repetitive tasks. But RPA bots will always perform perfectly. So long as they're given the right instructions for their tasks, you'll get uniform, predictable results every time.

3. Measurably reduce costs

Software robots are far more productive and less expensive than the equivalent number of human workers required for the same results. Any time an IA/RPA bot performs a task, it will be completed faster and more accurately than when performed by a person. This results in significant business cost savings and frees your people to perform other tasks.

4. Improving customer satisfaction

Certain points in any customer experience (CX) journey will benefit from the "human touch". But for other areas, IA/RPA technology offers many advantages for your customers. For instance, with these robots or "agents" working alongside employees, customers can expect quicker response times. RPA chatbots can also answer customer queries in real-time, 24/7.

Then there's the indirect benefit of employee freedom. By taking care of laborious tasks, IA/RPA gives your human customer service agents the time to manage more complex customer issues. They can focus on providing excellent personal responses for better customer satisfaction.

5. Staff freedom

IA/RPA office automation removes the burdens of monotonous jobs like data entry and invoice processing for your human workers. It allows you to automate a manual process so your people can focus on more strategic and creative activities.

Implementing back-end system automation simplifies workflows, liberating your employees who were traditionally tasked with these activities. These workers can now dedicate time to more challenging, creative and ultimately stimulating work.

RPA and intelligent automation technologies can do a lot, but your people and human creativity are still your strongest assets. Freeing your employees so they can strategically monitor, assess and refine your operations will be one of the greatest benefits of RPA tools.

What Can RPA Do?

RPA has the potential to transform the way companies do business and how work is done. Even the simplest of RPA bots can perform lower-value, repetitive work such:

Data entry
Moving files
Folder administration
Filling out forms
Routine analysis
Creating standardized reports

What To Look for in an RPA Solution?

Our Agentic Automation Solution

Implement AI and automation into your business with SS&C Blue Prism agentic automation for the best of RPA software mixed with AI and orchestration. Quickly and easily create and deploy a unified and robust agentic workforce to reduce manual tasks and create exceptional customer experiences.

RPA Industry Use Cases

Discover RPA Use Cases in your industry:

RPA in financial services and banking

Automating financial service reporting tasks for reconciliations, monthly closing, management reports and mortgage processing
Streamlining accounts payable and accounts receivable processes
Fraud detection

Learn more about RPA in financial services 

RPA in manufacturing

Invoice processing
Supply chain management and optimization
Stock management
Accounts payable processing

Learn more about RPA in manufacturing

RPA in telecoms

Network management
Customer onboarding or offboarding
Data transformation
Debt collection
Expense control
First call resolution (FCR)

Learn more about RPA in telecoms

RPA in insurance

Registering and processing claims
Underwriting
Regulatory compliance
Business and process analytics
Policy cancellation
Sales and distribution
Legacy application integration
Policy servicing/admin

Learn more about RPA in insurance

RPA in retail

Demand-supply planning
Product categorization
Inventory management
Call center processes
Marketing automation
Sales analysis
Supply chain management and logistics
Customer support

Learn more about RPA in retail

RPA in healthcare

Appointment scheduling
Patient records and data management
Asset tracking and management
Diagnostics and data analysis
Patient outreach and post-treatment care
Healthcare insurance claims automation
Revenue cycle automation
Prior authorization automation

Learn more about RPA in healthcare

RPA in supply chain, shipping and logistics

Shipment scheduling and tracking
Procurement and inventory management
Invoicing
Partner onboarding
Order and payment processing
Supply and demand planning
Customer services

Learn more about RPA in supply chain

RPA in the public sector

Extract data, capture and analyze (surveys and census management)
Statutory process automation
Content migration
Registration office processing and administration
Grant application processing, permitting, reporting and compliance

Learn more about RPA in public sector

RPA in energy and utilities

Contact center processes
Virtual agents
Metering
Statements and billing
Customer account management
Technician dispatch and reporting

Learn more about RPA in energy and utilities

RPA in the airline industry

Air traffic control processes
Traveller information
Aircraft maintenance
Crew scheduling
Ticket sales
Check-in
Invoicing

Read the case study in the airline industry.

Where To Start Your on Your RPA Journey

The best way to reach your automation goals and get started quickly with IA/RPA is to build a strategic roadmap and be willing to pivot as new challenges or opportunities arise.

5 steps for getting started on your automation journey

Prepare everyone for automation and set expectations. For enterprise-wide buy-in, you'll need to develop a convincing IA/RPA use case. Unifying your digital and agentic workforce with your people is essential to winning over your workforce. Showcasing the benefits, how you can reduce costs, and the potential return on investment (ROI) will help you get there.
Ensure your processes are set for automation by identifying and eliminating bottlenecks and siloes. To create scalable automation across your enterprise, you'll need to remove any obstacles in your current processes. Process intelligence, which combines process mining and task mining, monitors and maps your current business processes to determine which are ideal for automation and where you can make improvements.
Establish reliable governance so your industry standards are consistently met. Implementing a Center of Excellence (CoE) is a great way to get employees involved in your automation strategy and ensure compliance. A CoE will help with faster scalability as well as auditability.
Find a scalable operating model that works for you. By following an operating model such as the SS&C | Blue Prism® Robotic Operating Model® (ROM® 2), you'll have a detailed step-by-step guide to strategically set up and scale your IA/RPA program, evolving it as you expand. The ROM 2 also lets you track your automation maturity so you can always identify where your organization is on its automation journey.
Think about the overall vision rather than focusing on small, task-based changes. It's tempting to look at automating simple tasks with IA/RPA, but true digital transformation comes when you look at the bigger picture of automating workflows with agentic automation. That's where you see real revenue and efficiency gains.

What are the Common Pitfalls & Challenges of RPA?

The RPA implementation model may cause challenges if you rush into it without proper research and preparation.

Unrealistic expectations: IA/RPA is impactful but not a magic solution for all issues; set realistic goals and align with business objectives.
Employee backlash: Fear of job loss can cause resistance; mitigate this through clear communication, engagement and highlighting individual benefits.
Difficulty selecting processes: Not all processes suit automation. Best candidates are standardized, rule-based tasks that don't require creativity.
Increased output: IA/RPA boosts productivity by adding digital workers/agents, freeing up employees for higher-value tasks. While digital workers will need some training, they'll return far more hours to the business than are put in.
Perception as "just an IT thing": RPA needs organization-wide support and involvement from leadership, not just IT, for successful scaling. Consider developing an RPA Center of Excellence (CoE) to maintain standards.
Not involving IT in decisions: Early and regular IT involvement is crucial for effective IA/RPA implementations and maintenance.
Scaling challenges: Scaling IA/RPA requires a clear strategy, process optimization, and adequate talent to support enterprise-wide automation efforts.

How To Implement RPA Successfully

1. Build

The first step is to install the automation agent and build the process instructions it will follow. Building RPA bots/agents is designed to be accessible, but can sometimes require technical skills. However, many IA and RPA platforms have low-code/no-code development, and prebuilt objects giving access to "drag-and-drop" automations.

Building bots/agents is done by either recording the process or designing it from definition documents. With no-code automation development tools, your IA/RPA developers can be non-tech people from across your business.

2. Operate

Operation varies depending on whether you're running attended, unattended or hybrid automation. For attended RPA, a user must usually trigger bots to start or stop working. Occasionally, these bots require further input, such as login details, to perform certain tasks.

Unattended RPA can operate without any human intervention. It uses "trigger events" to let bots know when to start and stop working on tasks. These bots/agents run in the background on a server or virtual machine.

3. Orchestrate

Orchestration allows you to manage and administer your RPA bots/agents. Examples include switching various agents on or off, arranging them into groups and prescribing workflows for groups.

Orchestration is especially important if you've implemented IA/RPA on a large scale. You'll likely need to operate digital agents on hundreds or thousands of devices, automating numerous different tasks at any given time

What's the Future of RPA?

Intelligent agentic automation and robotic process automation are all about streamlining work to make it better, faster and smarter. IA/RPA have a great many benefits, including cost savings and improved efficiency. While they're not without their challenges, many of these can be overcome with proper preparation.

Perhaps IA/RPA's biggest benefit is freeing up your employees' time to focus on more creative and problem-solving tasks. And now, with AI and generative AI taking the automation world by storm, we'll see further use cases expanding to include more complex processes.

Launch into the future of automation with SS&C Blue Prism agentic automation.

Key Takeaways for Your RPA Strategy

Discover a wide range of RPA use cases for examples of where intelligent automation has helped different industries.
Establish an attainable and sustainable vision for your IA/RPA implementation.
Find out how to calculate the ROI of your RPA to get the most from your automation program.
Learn what RPA challenges exist and how you can overcome them.
Follow our guide to successfully executing your RPA strategy at scale.

ICIL TECHNOLOGIES LTD

Wednesday, 8 October 2025

Training of Customer staff in Robotic Process Automation