Seeking to improve their service levels and approach 100% satisfaction, IT service providers incorporate disruptive technologies into their processes. RPA (Robotic Process Automation) and Machine Learning are an example of that trend. The goal is to transform the customer experience with better service levels, lower operating costs, and greater predictability.
IT Managed Services companies are automating a large percentage of their client’s processes with robots. They apply RPA in collecting data, in the correlation of information, in the development of reports, in the operation of accounting systems, in the charges of insurance accounts, and the information consolidation processes. Technology companies that serve banking use RPA in batch processes, and those who do telcos automate their help desks with robots.
“There is a direct relationship between robotic process automation and service improvement. By reducing the possibility of human error, service levels (SLA) and customer satisfaction increase. The most important companies in the world are incorporating RPA into their processes, and this is reflected in the industry: in 2019, global spending on robotic automation exceeded US$ 5 billion, and everything indicates that in 2023 it will reach US$ 12 billion”, he explains. Adolfo Tassara, CEO of ANIDA Chile-Peru.
Along with RPA, Machine Learning is another technology that is positively impacting the customer experience. In cybersecurity, which has become one of the major concerns of companies in Chile and the world, machine learning enables to predicts failures and generating a decrease in the Mean Time to Repair (MTTR) after some systems fail.
“The demand for services that allow monitoring the activity of computer systems in real-time is on the rise. The vulnerability of companies grew by over 10% in 2019. In this context, Machine Learning’s technology allows us to provide clients with a service that guarantees the detection of intrusions, the prediction of incidents, and the automation of corrective actions. If this is done under a permanent effort and in a 7x24x365 mode, the security gap decreases”, assures Adolfo Tassara.
Along with empowering companies to address cybersecurity holistically, having digital tools to prevent attacks is a fundamental and critical element. In 2025 there will be more than 41.6 billion connected IoT devices – generating 79.4 zettabytes (ZB) of data – and while that can be a great advantage, it also represents a significant risk because it leaves an exponential amount of information exposed.
The most innovative technologies, such as RPA & Machine Learning, made available to IT managed services, realize the promise of improving customer business processes. Costs decrease, satisfaction improves, and business grows.