Artificial intelligence and machine learning discoveries have led to the development of software systems that can automate repetitive, rule-based operations of moderate complexity. Robotic Process Automation (RPA) is a type of process automation technology that may be used to perform manual and repetitive activities in the absence of human operators.

Supply chain (Inventory, returns processing), invoicing and contract management, and store planning management is all supported by RPA in the retail industry. However, a lesser-known reality is that RPA can also help with a collection of office operations, including onboarding, personnel selection, payroll, training, health, and safety. By 2023, online sales in the United States are expected to quadruple, accounting for 20 to 25 percent of total retail space. The sector is bound to encounter a number of issues that will necessitate a complete reorganization of corporate procedures.

The ever-increasing confluence of retail and customer products with technology, and e-commerce has produced new opportunities. RPA and Cognitive AI are making a huge difference in this area.

Different Ways Retailers can Exploit RPA to Optimize Their Efficiency

Customer Service

The way organizations interact with their consumers is changing because of RPA automation. It does this by making ticket resolution much simple and faster. The use of RPA to automate customer interactions is a good illustration of this.

Rather than having staff go through the time-consuming process of manually obtaining information for consumers, firms are increasingly turning to RPA to automate the process.

Take, for example, a corporation that receives a steady stream of complaints but has previously dealt with them manually, one at a time, with a human agent. However, they then set up an RPA bot, which is trained to filter and analyze the data acquired from the complaints into predetermined categories.

If complaints fit into categories with pre-determined courses of action, the bot can carry out those activities. All of these tasks would normally be completed by a human; however, RPA provides for faster resolution.

Employee Onboarding

Onboarding is frequently filled with administrative chores that must be completed—many of which are tedious and repetitious.

When an employee’s account is created, RPA automation may be used to automatically develop and deliver offers, as well as activate an automated process.

Paper is costly and wasteful, as most company owners are aware.

RPA may also be used to minimize the quantity of paperwork you process by implementing an electronic capture system that eliminates the need for paper copies by receiving and processing documents digitally.

Storing Information

Big data is a critical component of today’s industry.

Small and midsize organizations (SMBs) now have access to more data than ever before, and the amount of data is increasing at an exponential rate.

As a result, being able to filter through your mounds of data effectively is critical. RPA is useful to businesses because it can sift through vast volumes of data indefinitely, without mistakes, and at all hours of the day and night.

This is where RPA automation shines—it can speed up a process that would otherwise take a human a long time and free them up to perform something that requires a human touch.

Bots may be precisely allocated to accomplish that one basic operation, therefore automation like this works best in cases when the task is predictable and manual.

As the quantity of data in SMBs grows, as it will, businesses will need to employ technologies like RPA to help organize this inflow of data and store it in a single repository rapidly and without the risk of human mistakes.

Resetting passwords

Password reset requests are repeated, with a predictable and consistent form and minimal exceptions. As a result, the procedure is an excellent candidate for automation. All that’s required is to provide software robots access to the IT service management (ITSM) tool for current directory operations, as well as specified templates (request, acknowledgment, etc.).

User experience monitoring

Because RPA simulates human behavior, it is feasible to automate this procedure. Bots provide for more controlled testing since they can imitate the experiences of staff and consumers. Your consumers are the immediate beneficiaries since their user experience is enhanced. This will eventually work in the company’s favor, resulting in long-term profit and the consolidation of its positive person-centered reputation.

Sales Management

Despite the fact that salespeople should be focused on creating relationships and selling, the majority of their time is spent on operational tasks in most businesses.

RPA provides a way to automate those tasks:

  • Creating and delivering invoices-This is an example of data replication in action. Both CRM and accounting systems must have the same sales data. Bots can update accounting records, prepare and distribute bills from the appropriate email accounts instead of manually replicating data.
  • Updating interactions in CRM takes time and is inefficient, yet it is important. Salesforce is required to operate as the one source of truth for all customer interactions. That’s why there are so many memes about “If it’s not in Salesforce, it doesn’t exist.”
  • Proof of Delivery (PODs) is critical papers for manufacturers’ customer care departments. The document is time-consuming to create and involves a significant risk of human mistakes. RPA bots can follow logistics systems and integrate the shipment data into the warehouse management system after the delivery is made. This frees up time for customer support representatives while also speeding up response times.
  • A new class of technologies is developing that allows businesses to connect their email, telephone, and other communication data into CRM. You might develop a simple bot to update your CRM records with customer contact info if you can’t find a viable solution for the CRM system you’re using.
  • Automating returns can boost customer satisfaction while also reducing human labor. RPA bots can be used to automate manual portions of the returns process, such as checking the system for a customer’s purchase history.

The Need to Automate Incident Management Process

Any organization’s long-term performance is dependent on incident management. This method enables firms to promptly discover, assess, and resolve problems so that regular business activities may resume as soon as possible. Let us take a quick look at why automating incident management is critical.

  • Management must be able to plan and coordinate the incident management process from beginning to end in order for it to be effective. By giving all of the tools needed to maintain control over the resolution process, automation dramatically increases this ability.

Management, for example, can quickly see who took ownership at each stage of the incident management workflow and be alerted of any escalations, increasing the likelihood of a rapid recovery and resolution.

  • Appropriate categorization of incidents is crucial for faster resolution. However, the entire process becomes easy with ServiceNow since it can classify incidents by impact, priority, and urgency. Also, the proper assignment can happen using the ServiceNow platform so that there isn’t any delay towards resolution. You can go a notch-up with ServiceNow, and ensure that further escalation happens if there is a need. All these add up to frictionless incident management and quick restoration of services.
  • Assigning the appropriate priority to a ticket has a direct influence on SLA policy and timely resolution of business-critical issues. As a result, creating a realistic SLA definition is critical, and that might be automated so that customers are notified if the SLA is breached.
  • It isn’t unheard of that automation saves man-hours. Hence, employees are free from the shackles of mundane jobs and can focus on tasks that require higher emotional intelligence.
  • One of the best features of automated incident management is the swiftness of resolution. The whole process becomes integrated and structured for the best possible outcome, from prompt notice and escalation to giving people participating in the process the option to undertake automatic corrective measures as needed. Besides, when Incident Management is integrated with ServiceNow one can use reports to monitor, track, and analyze service levels and improvements. Consequently, system availability and quality become better.


The jobs described above are the most typical jobs that can be automated by RPA in retail, but there are various additional duties in an organization where human efforts and mistakes may be reduced while maximizing the use of precious resources.

Robotic Process Automation reduces the need for many manual operations that workers are typically required to accomplish. According to statistics, automating almost half of the operations performed by people may save the worldwide workforce more than $2 trillion, and when it comes to a developing industry like retail, employing Robotic Process Automation becomes even more significant.

So, tap into your workforce’s potential and make use of RPA to boost productivity and cut costs!

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