Gen2 RPA is the second generation of robotic process automation (RPA). It's an advanced form of intelligent automation because it’s highly extensible, infinitely scalable, works 3x faster, and costs a third of traditional intelligent automation solutions. 

It’s a composable open-source platform that natively connects to and transacts business between any legacy, on-premise, SaaS, and AI/ML technologies to automate complex business processes and decisions. It’s becoming the new norm for many global enterprises that are tired of the cost, maintenance overhead, and instability of traditional RPA solutions. 

Here’s a look at how Gen2 RPA is making its mark:

Automating Tasks: Gen2 RPA can automate tasks that traditionally have been done by people. AI-driven Gen2 RPA is ideal for automating mundane, repetitive tasks like data entry and inventory management, freeing up time and resources for more important activities.

Connecting Business Systems: Gen2 RPA can be used to connect different business systems to create a unified platform - regardless of age or where they’re hosted. This allows teams to access any data and insights in real-time, making it easier to interact with customers and respond quickly to changing markets.

Enhancing Business Processes: Gen2 RPA can be used to improve existing processes and identify opportunities for optimization. By analyzing customer data, Gen2 RPA can create personalized experiences that cater to the needs and preferences of each individual customer or internal stakeholder.

Improving Decision Making: Gen2 RPA can help improve decision-making by providing more accurate data-driven insights. AI-based Gen2 RPA can also identify potential risks, which can be addressed before they become costly problems.

Streamlining Operations: Gen2 RPA can help streamline operations by automating processes that are too complex or expensive for humans to do manually. This not only helps organizations save time and money but also increases customer satisfaction by providing faster, more efficient service.

Gen2 RPA works by combining intelligent technologies - such as artificial intelligence (AI), machine learning (ML), conversational AI, and intelligent document processing (IDP) automate processes, workflows, and tasks in order to increase efficiency and reduce costs. This intelligent layer of automation enables organizations to scale operations with minimal manual effort and improved accuracy - and more cost-effectively than most solutions on the market today. In short, Gen2 RPA helps companies do more with less.

Robocorp is the leader in Gen2 RPA. Founded in 2019, we already have 100’s and customers and partners that immediately recognized the exponential value offered by this advanced form of intelligent automation. Talk to a pro to learn more about how Robocorp can help put your most complex processes and decisions on autopilot, at a fraction of the cost. 

Trending: Global enterprises rapidly adopting Gen2 RPA - the next generation of intelligent automation

Digital transformation is a popular term. It gets Googled 13,000 times a month, just in the U.S. When enterprise leaders talk about digital transformation, it too often means “upgrade all our technology so we can work more efficiently”. 

This isn’t a good approach, though. Customer service, delivery, and enterprise support teams usually work within a mixture of legacy platforms, productivity tools, and SaaS solutions. So simply upgrading doesn’t drive productivity. 

True digital transformation requires a strategic assessment of business processes, employee work, existing technologies, and longer-term corporate objectives - resulting in a plan that drives smart software and automation adoption.

Many software vendors promise to optimize operations but fail with point solutions that address bespoke challenges and add complexity to your technology stack. Traditional robotic process automation (RPA) solutions offer a means to connect systems and processes to increase productivity and cost savings but don’t truly transform your business. There are two main reasons for this:

Companies don’t think holistically when purchasing and implementing RPA solutions, which limits the scope of their effectiveness.

Most RPA vendors cannot connect to and automate processes that involve homegrown platforms and legacy systems. 

The latter is typical with enterprises that adopted early “Gen1 RPA” software - however, there is a solution. A new generation of open-source automation solutions known as “Gen2 RPA” has emerged since 2020. Robocorp is the leader in Gen2 RPA because we can automate virtually any use case or end-to-end process 3x faster and at ⅓ of the cost of traditional Gen1 RPA providers.

Top-10 features to look for in an RPA solution 

Gen1 RPA sales and marketing teams do a good job of showing you the magical benefits of their solutions. Unfortunately for buyers, there are a lot of unseen pitfalls that they encounter after the contract is signed and implementation starts.

We created this list of 10 features you should consider when evaluating a traditional Gen1 RPA provider. It’s based on warnings we received from our Fortune 500 customers regarding their old Gen1 RPA bots - and the reasons why they transitioned to Robocorp’s Gen2 RPA solution. 

Gen1 RPA providers are notorious for causing broken bots. Gen2 RPA improves success rates and reduces maintenance by automating deeper into application layers (UI, locators, API, data) and providing detailed audit logs to help users pinpoint and quickly fix errors.

2 - Maximizes your existing RPA investments

If you’re already using a Gen1 RPA provider, you’ve likely already made significant investments in RPA. A Gen2 RPA provider won’t require you to replace existing bots if you don’t want to. Instead, Gen2 digital workers seamlessly complement and extend the functionality and value of your existing automations.

Gen1 RPA vendors offer drag-and-drop development tools lacking the modularity needed to build bots quickly. Gen2 RPA empowers you to build rapidly, and reuse components across multiple bots and developers. For example, Robocorp offers free, open-source Python / Robot Framework-based tools that give users a composable way to build, copy and extend automations through centralized libraries and keywords.

Your digital workers should complete their workloads without delay. Unfortunately, Gen1 RPA struggles to do this. They typically process work in a single stream - one task at a time. For example, if you have 1,000 rows of work items that need to be processed, they chip away at them one by one, which can take hours or days. Conversely, Robocorp’s Gen2 RPA approaches the same job by running 1,000 bots in parallel, so the same amount of work is processed instantly. You get more work done at hyperspeed and at no extra cost. 

5 - Controls bots, environments, and work items centrally

Look for a provider that lets you manage and monitor your attended and unattended bots in the cloud, on-premise, or in hybrid environments. You should be able to toggle between bots, work items, and environments from a single location. 

Gen1 RPA clients are frequently limited in their ability to scale bots due to fixed infrastructure arrangements. You don’t have this problem with Gen2 RPA by Robocorp. We offer elastic processing that dynamically scales up and down, based on workloads, without runtime limits or licensing overheads.

Most Gen1 RPA providers charge bot licenses and fixed infrastructure fees to run bots. This means you’re paying a lot for resources you don’t use. Robocorp’s Gen2 RPA allows pricing flexibility to align processing capacity with workload demands. No bot licensing fees, and you only pay for computing resources.

8 - Provides full traceability and audit trails

Robocorp enhances visibility, governance, and compliance through tight version control and advanced event logging that pinpoints errors so you can fix them quickly. Gen1 RPA vendors don’t offer this level of traceability without paying for expensive add-ons. 

9 - Delivers performance insights at a glance

Gen2 RPA includes analytic tools to help you prove that your investment is paying off. You need dashboards with real-time performance data to measure SLA adherence, ROI, and TCO at a glance. Gen1 RPA vendors usually make you buy an additional module to get this level of insight.

At a minimum, look for an RPA solution that offers role-based user management, separated workspaces, Secure Vault, SOC 2 Type 2, GDPR, and HIPAA compliance out of the box. Gen2 checks these boxes and more.

Get in touch to learn more about open-source Gen2 RPA.

Selecting an automation platform to improve your business outcomes is a serious decision. Of course, you need to consider features and benefits but also think about speed to value, sustainability, and flexibility. Gen2 RPA offers critical advantages over traditional robotic process automation - like expanded use cases, rapid development, lightning-fast processing, and unlimited scaling - at a fraction of the cost. 

Robocorp is the leader in open-source Gen2 RPA. We’d love to show you how our solutions work and see how we deliver meaningful digital transformation to our global enterprise customers. 

Top-10 Essential Features to Look For in an RPA Solution

As we welcome the start of a brand new year, it is with immense gratitude that we extend our warmest wishes to all our Robocorp customers. First, we’d like to thank you for your loyalty over the past year and look forward to seeing all the innovative ways you’ll use Gen2 robotic process automation (Gen2 RPA) to transform your businesses in 2023. 

Robocorp talks to our customers every day and places tremendous value on the feedback we receive. To better align with widely-used RPA terminology, we’ve made some changes to the naming of our Control Room orchestration product. The goal was to make it easier to understand, especially when migrating from Gen1 products - and to avoid overusing the term "Environment."

Unattended automation naming was simplified as follows:

The term "Workforce" was dropped in favor of "Unattended."

The term "Environment" was replaced with "Worker" and applied in all contexts, such as Worker Groups and Cloud Worker.

The "Workforce Agent" application was renamed the "Worker" application.

To help manage Assistants - especially in large-scale deployments - we added two new features:

Assistant-only users
- Added "Assistant only" users, who only need to run Assistants without Control Room registration 
- Workspace Admins can mass-create "Assistant Only" users via a CSV import 
- We can enable this feature upon request. Please get in touch with us if interested. 


Assistant failure notifications
- Users can now set failure notifications for Assistant runs in the same manner as Process runs. 
- We support E-mail and Slack as notification channels. 
- The feature is available for all tiers.



Cron scheduler now supports scheduling a process on the last day of the month via the L-notation.

Step runs now have numbering in a Process run scope.

Robocorp hopes these updates will make it easier for you and your teams to build and manage robust digital workers that automate your most complex business processes. If you have any technical questions, please see our Troubleshooting and FAQ areas of Robocorp.com - or email us at support@robocorp.com. For all other software updates, please visit https://updates.robocorp.com/. 

2023 Control Room Terminology, Assistant, and Process Updates

What does it mean to provide an excellent customer experience? How do you know when you've achieved it? And most importantly, how can you make sure your customers have the best possible experience every time they interact with your company? We’ll explore these questions in more detail.

A recent customer experience survey conducted by Conduent revealed some interesting findings:

High quality and consistency across every interaction channel top the list of customer wants.

Meaningful interactions that evoke a feeling of happiness and resolve their needs quickly are key.

Conversational customer experiences with humans via chat, text, email, and phone are preferred. Self-service and bots come in second but are still important. 

It’s worth noting that customer preferences have changed dramatically over the last two years due to the pandemic. Customers now demand a more digitally holistic approach to communications that wasn’t as important in the past.

Measuring customer satisfaction is essential for brands to understand how their customers feel about their products or services - and can be used to identify customer needs, improve customer experiences, and measure customer loyalty. 

The most common way to calculate customer satisfaction is through net promoter scores (NPS) - which measure customer loyalty based on a customer's willingness to recommend the business or product to others. NPS is a simple, yet powerful tool that enables businesses to understand customer sentiment and identify opportunities for improvement. 

By asking customers one fundamental question - “How likely are you to recommend our product/service to a friend or colleague?” - companies can quickly get an idea of customer loyalty and satisfaction. Customers answer on a 0-10 scale, with 10 being the most positive score and 0 being the least positive score. The customer responses are then grouped into three categories: promoters (scores 9-10), passives (scores 7-8), and detractors (scores 0-6). 

By tracking customer satisfaction over time, brands can make adjustments that will lead to higher levels of customer retention and growth.

Which brands offer the best customer experiences?

A recent report published by Business Insider ranks the Top-100 best brands according to their customer NPS scores. Here’s a glimpse at the top 10:

Google - Technology, software, and hardware

What do these brands have in common? They all excel at building customer-centric organizations that drive loyalty and retention - and turn customers into brand advocates. They do this by balancing brand culture, training, customer insights, and well-coordinated technology.

Why do brands struggle with customer experience?

Most brands have an overabundance of data but underutilize it when supporting customers, according to the Conduent report. In fact, the majority of brands believe consolidating consumer data into a single source of truth across channels is very important - but only 16% have done so.

Shockingly, 98% of brands believe that customer satisfaction is a key indicator of loyalty, but barely 20% are measuring it well. Furthermore, 84% believe AI, analytics, and bots will drive hyper-personalized consumer interactions, yet only 8% are using such technology.

These findings point to one overarching conclusion - there is a tremendous amount of opportunity for brands to up their customer experience game - and drive transformational business results by connecting culture, training, and technology more tightly. 

How does Gen2 RPA boost customer satisfaction?

Gen2 RPA is an advanced form of intelligent automation that connects all your technologies together and automates customer experiences across every channel. It’s able to interface with your legacy systems - including mainframes and homegrown platforms - and put that data to use with the rest of your technology stack.

Gen2 RPA can read and write data to your CRM, ERP, eCommerce site, mobile app, FAQs, call center scripts, chatbots, social media accounts, and internally-built applications. It then automates customer tasks by choreographing workflows and making decisions.

With access to such a wealth of data, brands are able to leverage user insights to pre-qualify customer inquiries, direct customers to relevant support articles, and provide intelligent self-service options. This drives up NPS scores by reducing wait times, improving accuracy, and increasing responsiveness without a major investment. You’ll reduce costs by automating routine inquiries and free up customer service agents to handle more complex issues.

Make a plan to elevate your customers’ experiences. Pay attention to your KPIs and uncover gaps between insights and execution. Remember that your customers want instant solutions. They expect seamless omnichannel experiences - with real-time messaging at the forefront. 

You may already have most of the technology needed to deliver world-class customer support - but you’ll need to make it communicate across systems - and intelligently automate workflow in the middle.

Gen2 RPA by Robocorp will enable you to gather valuable customer insights about your customers to empower your care agents, self-help tools, and chatbots with the right responses. Adding AI/ML tools to the mix will help you understand your customers better and respond more effectively. 

Talk to a pro to learn how Gen2 RPA can boost your NPS scores and turn customers into brand advocates.

Blog

Robocorp offers its clients the ability to build, scale, deploy, and maintain their robot workforce.

All posts by Scott Eddleman, Head of Product Marketing, Robocorp

Trending: Global enterprises rapidly adopting Gen2 RPA - the next generation of intelligent automation

Top-10 Essential Features to Look For in an RPA Solution

2023 Control Room Terminology, Assistant, and Process Updates

How to Turn Customers into Brand Advocates with Gen2 RPA

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