RPA/cognitive automation is widely used in BPOs and forms the basis for efficiency gains that are committed to clients. Many RPA projects are started but unfortunately do not see the light of day due to possible reasons such as incorrect process selections, lack of process understanding and absence of support from tech teams.
A lot has been written about why RPA projects have failed and I thought it would be useful to share my experience on how one can set them up for success.
Process automation is not a silver bullet to uplift efficiency. However, when done correctly with a long-term view, it does deliver on the promise of efficiency uplift and better customer experience. I have had the opportunity to learn by delivering automation projects and hope that you will benefit from my experience.
Learn how to get started with RPA.
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