Long before this pandemic, RPA has proven itself a highly disruptive force in retail and e-commerce with the automation in data collection, product management, demand-supply planning, logistics and supply chain management and so on.
- Shifting from physical retail to e-commerce: The shift towards e-commerce has created opportunities for more RPA adoption in the retail sector, especially in the customer care process. As retail stores are excluded from the distribution processing system, customer support automation tools, for example, chatbot, directly determine the quality of customer services. Automation with RPA allows faster response, 24/7 services with high sustainability.
- Improving customer support in call centers: Once customer calls coming, RPA bots can immediately route it to the appropriate, support call center agents by pulling out customer data, purchasing history or any information needed, thus reducing average call handling time. In addition, these bots are also capable of triggering specific actions after a call request is completed.