Attended, Unattended and Hybrid Automation
While unattended and attended automation does work in concert across a versatile platform, each brand of RPA solution encapsulates different elements of automation for different purposes.
Attended Bots are triggered and controlled by humans as and when they need to speed up service and reduce delays in tasks, they are typically targeted for front-office tasks.
Although human retains control of the process and contact with the customer but retrieving the information from several internal systems and report generation is carried by a bot.
Common Use cases are Call centers, Support helpdesks.
Unattended bots run in the background on servers without human intervention, they handle back-office processes (Invoices processing).
- Complete tasks on a predetermined schedule, they follow the rules humans have set.
- It works 24/7/365
- Actions in unattended automation are self-triggered by the software bots.
Typical use cases are Processing Invoices, Claims, Transcribing data between IT systems, Loan processes.
Unattended automation can be accessed remotely via a number of interfaces or platforms, and administrators can view, analyze, and deploy scheduling, reporting, auditing, monitoring, and modification functions in real-time within a centralized hub.
While each RPA solution has its own distinct features and elements a typical RPA COE should be the combination of both Attended and Unattended automation to achieve the end-to-end solutions for the ease of scaling depending on workload and other aspects of the business process.
Automation is not only a consideration of Time & Cost savings but also enables human workers to concentrate on the kind of satisfying and inspiring tasks that humans do best (Judgment & Management) rather than monotonous transactional work.
Note: Choosing the best bot for the process plays a vital role.
Using attended and unattended robots
Sample use case: Sales teams often spend excessive amounts of time on data entry, which takes away from their ability to do what’s most important: selling.
The administrative parts of selling, such as entering the number of calls made, noting the sales actions taken, and recording outcomes are laborious but critical to get right.
Using attended automation, a robot can support the activities of each sales professional. When that person performs pre-set actions, the robot can automatically collect and store that information. At predefined intervals or in real-time, the attended robot can automatically handoff that information to an unattended robot for further processing.
The unattended robots can aggregate information for an entire sales department and send compiled information to necessary parties, as well as directly to the attended robot, which can then support individual salespeople. While the sales team works, a combination of attended and unattended robots work together to help the sales team be more effective.
Hybrid automation is often useful for activities that interact directly with users but where parts of the activities require more processing horsepower or information from multiple users to complete.
Following are the takeaway points from this post for our readers:
- Attended Automation is one in which we configure a bot to work together with the human.
- Using attended automation, a robot can support the activities of each sales professional.
- Unattended Automation is fully automated by teaching the bot how to do the work.
- The unattended robots can aggregate information for an entire sales department and send compiled information to necessary parties, as well as directly to the attended robot, which can then support individual salespeople.
- Hybrid Automation is a combination of both Attended and Unattended automation.
- Hybrid automation is often useful for activities that interact directly with users but were parts of the activities that require more processing.
Concluding with the hope that we were able to explain to you Attended vs Unattended vs Hybrid Automation.
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