Over the past few years, the tech landscape has seen the emergence of terms that have quickly become buzzwords. From AI to Big Data to GDPR, these words were all generating noise even before their exact definition was agreed upon or understood. After a period of hype and overuse, buzzwords such as these generally cool down and become part of normal tech vocabulary until the next one appears. The latest ‘hot term’ may very well be Robotic Process Automation (RPA).
R-P-A – three letters that are currently being thrown around in technology and business as any trending topic would be. But this topic isn’t just a fleeting tech trend; it’s also one that could leverage great returns. Gartner recently announced that RPA software revenue grew 63.1 per cent in 2018 to $846 million, making it the fastest-growing segment of the global enterprise software with revenue expected to reach $1.3 billion this year.
So, what exactly is RPA? How does it really work, and why does it mention robots? We’ll start off by setting the record straight and demystifying some of the connotations surrounding the technology, and then we’ll provide a few good reasons as to why businesses should invest.
RPA is about people collaborating with machines
People often assume that call center agents spend all their time answering calls and talking to customers. However, this isn’t the case. Mundane and repetitive tasks take up much of an agent’s time and motivation.  For instance, after a call, the agent must write a summary of the conversation and perform any follow-up actions, which takes an average of two to three minutes each time.
This is where RPA comes in.  The ‘robot’ part of RPA is a clever piece of software that can interact with any existing application in the same way the agent can (clicking buttons,

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