It is clear that across industry RPA can help maximize productivity and reduce manual work, in turn, minimizing human error and increasing efficiency from even the most mundane of tasks. When it comes to managing tasks, you have two options: to work with “attended” or “unattended” digital workers, but what does this mean, and which is best for you?
Attended robots are when human intervention is required within the process whereas Unattended robots are completely automatic and require no human intervention. Using these types of digital workers together and appropriately can help you to maximize the benefit from RPA.
So what are the key difference and where should they be used?
Attended automation is used typically in front-office activities and relies more on cooperation with a company’s employees. An employee will be needed to activate the attended bot and interact with it to perform specific tasks, such as approving the digital worker’s work or passing the correct information onto the Digital Worker to process.
Considering the example of a call center – attended robots can offer real-time assistance such as helping you to collect data from backend systems, entering this into online applications, and even switch between different screens/software during calls. This can shorten average call time and improve customer satisfaction as agents will have more time to solve clients’ problems rather than manually managing these repetitive tasks.
Unattended automation works without human involvement and can be triggered by events or scheduled for specific tasks and certain times. They can be pre-programmed and perform tasks automatically. Since they can perform tasks 24/7, 365 days of the year, all without any human intervention the operating cost for the tasks they handle can be reduced significantly.
They work best when performing tasks such as batch performance, collecting new data, analyzing and organizing the data. With unattended automation, organizations can manage large quantities of data much faster than they could before. Data can be collected from claims processing, invoices, and general documentation. They provide end-to-end automation and run on their own.
Large-Scale Utilisation & Popularity
Attended and unattended automation robots are adopted to automate and accelerate tasks, reduce manual work, and minimize human error that can occur when workers perform boring routine tasks. Effective use of either or both attended and unattended robots can increase productivity and efficiency. Both types can run on-premises and in private or public cloud platforms. Using them together can help you in gaining maximum benefits.
While companies use unattended and attended automation according to their requirements, deploying them in combination can help in streamlining both front and back-office processes. Nevertheless, either will provide your business with a versatile RPA solution.
Both attended and unattended automation strategies have their distinct features. The choice of working with attended digital workers, unattended digital workers, or both depends entirely on your business requirements. You will need a provider who has expertise in working with the preferred automation mode.