Changing Work Modes: How RPA+AI Robot Employees Bring Greater Value to Enterprises - Intelligent Manufacturing - Industry News

The digital workforce trend driven by cutting-edge technologies such as artificial intelligence (AI) and robotic process automation (RPA) is sweeping the globe. The trend of enterprises using robots to fill the shortage of manpower is becoming increasingly evident.

Digital Labor, also commonly known as "virtual employees" or "robot employees," is primarily supported by technologies such as AI and RPA.

Nowadays, the trend of integration between RPA and AI chatbots is stronger than ever before.

Robot colleagues have gone online

In many developed countries, the crisis of labor shortage is gradually emerging. Especially countries like Japan and Singapore are facing manpower challenges such as declining birth rates and aging populations. The labor cost has been rising all the way, and the pressure faced by enterprises is also increasing.

With the increasingly evident trend of aging, China's demographic dividend is also facing the dilemma of disappearing. It cannot be denied that in the future, domestic enterprises will encounter similar situations in terms of employment as those in developed countries.

In one aspect, the shortage of labor seems to be accelerating the process of automation. Currently, we have seen the enormous impact of various intelligent and automated technologies on various industries.

Especially RPA and Chatbot are using their strong advantages to reduce the impact of labor shortages on most departments, including finance, human resources, marketing, manufacturing, and logistics. RPA is often used in "backend" business scenarios, such as finance, legal, human resources, etc. The typical application scenario is to solve cross system and repetitive data entry work. The typical application scenario of Chatbot is in the "front-end" business where enterprises need to interact with users, such as customer service, sales, etc.

尽管RPA和Chatbot的定位有所不同，但本质上，它们都充当“连接器”的作用，都能帮助企业降低成本、提高效率、提升质量。

RPA+AI将会彻底改变我们的工作方式

RPA和Chatbot相结合，将会形成更有价值的解决方案，实现“1加1大于2”的效果。

在客服领域，RPA和Chatbot能提供端到端的自动化客户服务。

在客服场景中，单纯使用Chatbot只能回答“前台”常见的问题或执行简单的任务;而很多跨系统、复杂操作的工作仍然需要依赖人工通过后台操作来完成。将RPA和Chatbot相结合，能够大大扩展Chatbot的任务执行能力，为用户提供端到端的自动化客户服务体验。

在企业内部，RPA和Chatbot成为员工的智能助手。

当企业中的RPA机器人数量不断增加时，员工将面临一个困境，不知道有哪些RPA机器人以及如何正确地使用TA们。这种情况下，可以通过Chatbot给每位员工提供一个统一的入口，员工通过自然语言的方式表达需求，Chatbot进行语义理解后调度不同的RPA机器人执行具体的任务。

通过这种方式，相当于为每位员工配备了一个智能助手，员工跟智能助手的交流就像和其他人的交流一样，不同的是，智能助手可以做到7×24小时快速响应。

更深入的融合

想让机器人从幕后走到台前，既要其具备执行后台工作的能力，也要具有在前台和用户直接进行交互的能力。而RPA和Chatbot的结合，将会带来答案。

今后，RPA和Chatbot还将更进一步融合，实现端到端的自动化，为企业和员工带来更大的价值。

机器人员工的价值主张远不是充当传统人力资源的替代品。相反，它们一直都在扮演“好搭档”这一角色，协助和增强而非取代现有员工的工作。