Enterprise Robotic Process Automation (RPA) specialist UiPath has added conversational AI capabilities to its end-to-end hyperautomation platform, enabling enterprises to provide customers with automated support on popular global messaging channels, including WhatsApp, Facebook Messenger, Slack, WeChat, Web and SMS Text.
The combination of AI-powered chatbots and the UiPath platform will enable robots and humans to interact using natural language to process service requests, to trigger an RPA process directly from a chat; to automate customer request fulfillment end-to-end; and to handle routine queries over messaging channels.
Param Kahlon, Chief Product Officer at UiPath, said: “UiPath’s conversational AI capabilities expand the reach of traditional chatbot platforms into enterprise applications for gathering real-time knowledge and fulfilling tasks. As next-generation apps continue to be more conversationally focused, we are focused on helping to bridge the connection between chatbots and legacy enterprise apps.”
To support customers who want to complement their RPA deployments with a conversational AI solution, UiPath is reselling the Druid Chatbots Platform, an AI-driven, no-code chatbot authoring platform that has robust integration with the UiPath Platform (as do several other chatbot solutions).
Druid supports over 40 languages and offers more than 250 pre-built conversational AI templates covering business scenarios across multiple industries and roles.
One company already benefiting from the integration of chatbots and software robots is TP Bank Romania. It is using an automation solution integrating Druid chatbots and UiPath software robots to process requests to postpone bank loan installments. The integration has slashed the processing time of a single request from 10 minutes to 20 seconds and allowed the bank to process three times more deferral requests with the same number of people.