Proposed Framework for Managing Customer Queries in Banking sector using Robotic Process Automation

Abstract

Robotic Process Automation (RPA) is a repetitive process automation methodology working on top of all the already defined systems present in any organization [1] [2]. The RPA technology mimics humans by working with multiple user interfaces and applications. It increases efficiency by integrating already existing systems and able them to work as a system. The use case of RPA is already being widely explored across different business processes, including processing employees' payments, hiring processes, inventory management, etc. RPA is already in use in industries such as FMCG, outsourcing, healthcare and much more. But the application of RPA is lagging behind in Customer Query Management automated systems in the Banking sector. The importance of automated customer query management in the banking sector for customer satisfaction is studied. This study proposes a framework for managing customer queries using RPA by developing a top layer which works on the already existing systems present but will integrate them into a whole system.