While Robotic Process Automation (RPA) is geared more toward backend automation, conversational AI lends itself to automating human-facing and more personalized interactions. In some use cases, the two technologies intersect. But where does backend process automation meet conversation-driven automation?
RPA involves the management of rigid, predictable processes, where there is no ambiguity about the request, which contrasts with conversational AI, where user intent dictates which tasks are undertaken in response to a request. Chatbots or digital assistants use messaging interfaces, or voice control, to have a conversational interaction. The fluidity of conversation requires natural language processing (NLP) automation to be highly flexible, so that the intent is correctly interpreted and the right tasks are undertaken to resolve the request.
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/Service Ventures Team
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