You are here
Home > RPA > CRM machine learning leaps forward, assisting process automation

CRM machine learning leaps forward, assisting process automation

If you think you’ve heard it all when it comes to new automation technologies — artificial intelligence, advanced data analytics, chatbots powered by CRM machine learning — you haven’t. Robotics is next.

Simply put, CRM’s flavor of software robotics encompasses chatbots, tools for back-end automation and even data collection tools that watch employees work. All have the ultimate goal of helping sales and service staff better serve customers, explains Pegasystems CTO Don Schuerman. The robotics push from Pega follows its 2016 acquisition of robotic process automation and workforce analytics software vendor OpenSpan.

Here’s the dirty little secret. The vast majority of what everybody’s really excited about with robotic automation are what we used to call macros.

“Here’s the dirty little secret. The vast majority of what everybody’s really excited about with robotic automation are what we used to call macros,” Schuerman says. “They’re elegant, [and] they’re much more cloud-managed. You’ve got much more control over how you can use them and tie them into things like document recognition and text recognition — but, at the end of the day, they’re macros.”

Robotics work invisibly in the background, and employees only see the result, such as a prompt in the CRM system suggesting they make a certain offer at a certain juncture in a customer conversation. In other cases, software robots might simply collect data and utilize cloud analytics systems to identify manual processes employees are undertaking that are ripe for automation.

(…)

Read all about it!

Please fill in the form and submit to subscribe to our news feed.

Read all about it!

Please fill in the form and submit to subscribe to our news feed.

Original Article

Similar Articles

Leave a Reply

Top