RPA is the automation of a wide range of administrative, back office or process-centric tasks, by using specific software algorithms that mimic the decisions and actions of humans.
RPA automates rule-based processes. Just think of it as a ‘robot’, or algorithmic software, mimicking key strokes a human might preform on a PC, to complete a repetitive task. For instance, with technologies already available today, you might program a robot within an Insurance Firm to assemble all the information required to process a claim for a customer. The robot would find the data, organize it, present it to the user — and even make a recommendation concerning the claim, if the process was strictly rule-based.
RPA is different from RDA used in call centres