Robotic Process Automation (RPA) refers to process automation applications of traditional Information Technologies based on robot software with the ability to capture and interpret the specific processes of organizations. Studies show that RPAs are able to reduce resources and optimize processes effectively in relation to customers. Some of these call center business processes deal with customers most likely to complain; therefore, a "Proactive Notification" robot was developed to classify these types of customers to be prioritized. This robot defines the creation of an RPA architecture for proactive notifications applied to an electric company in Brazil. The methodology used for the development of this project consisted of data management, predictive models, and peripheral components for sending SMS and making calls. It was tested against all customers in 40 cities (two states) and the model considers the historical basis of 3 years of occurrences to predict customers with a high probability of filing a complaint due to power failure. The results show that customers who were called for this type of problem did not call the call center again to complain, suggesting positive acceptance of the robot. In conclusion, the robot presented herein is capable of making proactive notifications with high precision to customers with the highest probability of complaints, predicting possible problems.
Robotic Process Automation (RPA) are software agents that automate clerical manual tasks by processing data. While robotic process automation technology has several, clearly defined benefits for the company, workers' experience with the robots are still not well documented in the literature. The IEEE Guide for Terms and Concepts in Intelligent Process Automation defines RPA as: "A preconfigured software instance that uses business rules and predefined activity choreography to complete the autonomous execution of a combination of processes, activities, transactions, and tasks in one or more unrelated software systems to deliver a result or service with human exception management" (Group, 2017).
La falta de base de datos para tomar decisiones en acciones rápidas durante la pandemia ocasionada por el COVID-19, mostraron la necesidad de usar nuevas tecnologías para agilizar el proceso de captura de información descentralizada. Este artículo presenta un asistente virtual (“chatbot”) denominado “SaminBot”, como una alternativa para recolectar datos y brindar información durante la pandemia del COVID-19, este chatbot se aplicó en la región del Cusco-Perú con conversaciones en las áreas de salud, economía y educación de enero a agosto del 2020. “SaminBot” inicia la recolección de datos en función del área de interés del usuario, obtiene información demográfica del mismo y lo va guiando a través de preguntas con la intención de proveerle información útil de acuerdo con su situación personal. Los cuestionarios fueron validados por especialistas de acuerdo a su campo, el proceso de recolección de datos inició en Enero y finalizó en Junio del 2021 mediante las plataformas WhatsApp, Facebook Messenger y la página web donde se obtuvo 1586 registros.
Atmospheric data are collected by researchers every day. Campaigns such as GOAmazon 2014/2015 and the Amazon Tall Tower Observatory collect essential data on aerosols, gases, cloud properties, and meteorological parameters in the Brazilian Amazon basin. These data products provide insights and essential information for analyzing and predicting natural processes. However, in Brazil, it is estimated that more than 80% of the scientific data collected are not published due to the lack of web portals that collect and store these data. This makes it difficult, or even impossible, to access and integrate the data, which can result in the loss of significant amounts of information and significantly affect the understanding of the overall data. To address this problem, we propose a data portal architecture and open data deployment that enable Big Data processing, human interaction, and download-oriented approaches with tools that help users catalog, publish and visualize atmospheric data. Thus, we describe the architecture developed, based on the experience of the Atmospheric Radiation Measurement Data Center, which incorporates the principles of FAIR, the infrastructure and content management system for managing scientific data. The portal partial results were tested with environmental data from contaminated areas at the University of São Paulo. Overall, this data portal creates more shared knowledge about atmospheric processes by providing users with access to open environmental data.
Recent studies show that decision making in Business Process Management (BPM) and incorporating sustainability in business is vital for service innovation within a company. Likewise, it is also possible to save time and money in an automated, intelligent and sustainable way. Robotic Process Automation (RPA) is one solution that can help businesses improve their BPM and sustainability practices through digital transformation. However, deciding which processes to automate with RPA technology can be complex. Consequently, this paper presents a model for selecting indicators to determine the profitability of shifting to RPA in selected business processes. The method used in this work is the Performance Analysis Method, which allows for predicting which processes could be replaced by RPA to save time and money in a service workflow. The Performance Analysis Method consists of collecting data on the speed and efficiency of a business process and then using that data to develop discrete event simulations to estimate the cost of automating parts of that process. A case study using this model is presented, using business process data from an international utility company as input to the discrete event simulation. The model used in this study predicts that this Electric Utility Company (EUC) will save a substantial amount of money if it implements RPA in its call center.
scite is a Brooklyn-based organization that helps researchers better discover and understand research articles through Smart Citations–citations that display the context of the citation and describe whether the article provides supporting or contrasting evidence. scite is used by students and researchers from around the world and is funded in part by the National Science Foundation and the National Institute on Drug Abuse of the National Institutes of Health.
hi@scite.ai
10624 S. Eastern Ave., Ste. A-614
Henderson, NV 89052, USA
Copyright © 2024 scite LLC. All rights reserved.
Made with 💙 for researchers
Part of the Research Solutions Family.