CASE STUDY
Chatbot and RPA Integration
We enhanced customer experience by integrating Chatbot and RPA Bot. As per customer input in the chatbot, the Bot access required data from Oracle DB and returns back to the chatbot for quick replies to customer inquiries – saving time and improving user satisfaction.
Industry
IT
Customer
Bot Supply
Technology
RPA – Automation Anywhere
Details
Integration of RPA and Chatbot
Challenge
Our customer developed a chatbot to respond promptly and accurately to user queries about their package’s status. To enhance the process further, they sought a robotic process automation (RPA) solution that could connect the chatbot with its database via web portal access to provide up-to-date information on delivery progress quickly.
Solution
We combined RPA bots and chatbots to form an automated powerhouse. With the help of Oracle Integration and Orchestrator, we created a trigger that automatically launched our RPA bot in response to requests from customers via Chatbot with tracking numbers – a task made easy by Queues. Our Bot collects data directly from web portals on behalf of users, including updates regarding their Tracking Number status ready for prompt delivery back to them through Chatbot.
