Knowledge Check of Robotic Process Automation or RPA

1. A robot that matches the phone number of a caller to the support line and gathers data in real-time
to present to the agent is most likely...

Ans: Attended Robot.

★ Explanation: Although the agent doesn't actually start the robot, it is functioning on the agent's computer
and it is triggered by events that cannot be scheduled in advance.

2. A robot that takes care of the generic email address of a company (contact@ABC.com), by filtering emails and
forwarding them towards the relevant teams, is most likely...

Ans: Unattended Robot.

★ Explanation: As the rationale is to save as much time by working around the clock and
since it's not the address of a certain person, this robot is most likely unattended.

3. A robot that is taking the daily sales reports closed each evening and builds a unique simplified report for the
senior management's morning read is most likely...

Ans: Unattended Robot.

★ Explanation: The robot probably works outside business hours so it's an Unattended Robot, most likely.

4. What do these robots have in common?

Ans: Rule-based, Repetitive and standardized input.

★ Explanation: The processes that can be automated are rule-based, repetitive, and the input data is standardized.
The robots are able to make decisions if these are clearly stated in the business logic.
A high exception rate would need human intervention and affect the robot productivity.

5. What are the components of a business process?

Ans: Inputs-Process Flows-Source Applications-Outputs.

6. Consider the following 3 processes.
What would be your first, second and third choice for automation from the point of view of effectiveness and efficiency (low effort and costs, high benefits)?

Translating customer emails from different languages to English

Password reset process triggered by email and using a dedicated web application

Reading and preparing for payment handwritten invoices

Ans:
First Choice-Translating customer emails from different languages to English.

Second Choice-Password reset process triggered by email and using a dedicated web application.

Third Choice-Reading and preparing for payment handwritten invoices.

★ Explanation: Translating customer emails uses a single application, so it's the first choice.
Password reset and reading invoices both use 2 applications, yet password reset is more straightforward in terms of business logic,
and the the technologies used have lower exception rate.

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