Robotic process automation (RPA) is technology that automates repetitive, rules-based tasks by mimicking human actions within digital systems. It accelerates workflows, reduces manual effort and enhances accuracy across back-office and customer-facing operations. Although often confused with artificial intelligence (AI), RPA follows predefined logic and does not make autonomous decisions without added intelligence.
Many enterprises struggle with time-consuming processes that slow operations and create inconsistencies. Robotic process automation (RPA) automates tasks such as data entry, record updates and form processing. Organizations apply RPA to reduce human error, shorten turnaround times and improve overall operational efficiency.
Agents often spend significant time on administrative tasks after each interaction. RPA automates actions like note updating, case creation or system lookups. Enterprises use RPA to free agents to focus more on customer engagement while improving accuracy and lowering average handle time.
Many organizations operate with older systems that lack APIs or modern integrations. Robotic process automation (RPA) bridges these gaps by interacting with applications through their existing interfaces. Enterprises apply RPA to modernize workflows without major infrastructure investments or costly system overhauls.
Manual processes increase the risk of inconsistent documentation or missed regulatory steps. RPA executes predefined rules every time, ensuring processes adhere to compliance requirements. Enterprises use RPA to maintain audit readiness, improve traceability and reduce risk in sensitive workflows.
Digital transformation requires organizations to automate routine work and focus human effort on higher-value tasks. RPA provides a scalable, low-code approach that expands automation across departments. Enterprises incorporate RPA to accelerate modernization, support customer experience (CX) improvements and complement AI-enabled automation strategies.
Automate repetitive tasks, improve accuracy and enhance customer and employee experiences with RPA capabilities integrated into the Genesys Cloud™ platform.
