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.

  IMPACT

N

100% Automation

N

Automated Replies to Customer Inquiries

N

100% Accuracy

N

90% Time Saving

N

Improved Customer Experience