Chatbots are being revolutionized by artificial intelligence (AI), which mimics human thinking and decision-making. RPA, on the other hand, enhances business processes that reflect repetitive and time-consuming tasks. In 2022, automation and AI will be all about the progression and maturation of existing trends, rather than what is new and flashy. “Shiny and new” does not always imply success. However, 2022 is likely to be a year in which boards, investors, consumers, and other stakeholders all ask the same question: “What are the results going to be?”
This article will examine the top RPA and Chatbots trends to look out for in 2022, as well as how businesses may take advantage of them as part of their digital transformation.
#1 RPA: The Fear of Robots taking over Human Work will fade
Employment will be impacted by automation over time, but machines ruling the workplace scenarios are unlikely, especially in corporate settings and other locations where critical thinking is a key component of many jobs.
“The common misperception that robotic process automation will replace human workers will be proven wrong in 2022,” shared Adam Field, SVP of technology strategy and experience, Kofax. “The adoption of automation is at an all-time high, but the U.S. continues to add jobs.”
RPA may have an impact on job responsibilities, but it is unlikely to completely replace human force. Its rule-based nature makes it ideal for jobs like repeated data processing, but it cannot make decisions on the fly or manage nuance and changing conditions. Even more intelligent kinds of automation necessitate a great deal of human engagement and oversight.
#2 RPA: Intelligent Automation is no longer a Competition – it is a Collaboration
Intelligent automation is frequently portrayed as an idealized image of how more basic kinds of process automation might work in tandem with more complex cognitive technology, and vice versa.
The RPA sector, like the wider automation and AI industry, has been very competitive rather than community-oriented. According to Jon Knisley, Chief Consultant for the process and automation excellence at Fortress IQ, genuine intelligent automation would necessitate a collaborative approach. In 2022, Knisley expects a greater emphasis on the need for a cooperative intelligent environment.
“No one can do it alone, and providers that think it’s possible will suffer the same fate as Icarus and fall back to Earth. Intelligent automation done right requires too many moving pieces for any one company to deliver a solution for the enterprise,” said Knisley.
#3 RPA: AI will complement even more RPA in 2022
According to Mike Mason, worldwide head of technology at Thoughtworks, additional junction points between RPA and AI/ML will be seen in 2022, whether they fall under the intelligent automation label or not.
Today, Mason sees two types of enterprise AI/ML use cases: optimizing data-driven decisions at scales such as pricing or product recommendations and assisting humans in exploring options and/or making decisions as part of a complex initiative, such as assisting an executive team in developing a plan. Mason believes that such patterns will automatically influence strategic decisions on how to combine RPA with AI/ML in the future.
#4 Chatbots: More and more Payment Processes will be handled by Chatbots
Customer support chatbots will have the ability to add payment options. It will be as simple as a customer texting an e-commerce site, “I want to buy a refrigerator,” and the AI chatbot will assist them through the decision process until the final payment is made. When a user makes a request, the bot will send an API request and give a payment link so that the transaction can be easily completed.
Businesses may give chatbots enough data to facilitate conversation-driven upselling to customers by integrating with payment infrastructure. The same might be used to provide real-time updates on a user’s transaction data, payment confirmation, and expenditure records resulting in increased user confidence and retention.
#5 Chatbots: Bots or Humans?
The employment of chatbots that are getting more “humanlike” is already widespread. In reality, many messaging customer service systems are staffed by conversational AI bots, and clients are frequently unaware that they are not speaking with a human. Companies will build emotional intelligence to add soft skills to help chatbots display more empathy and sensitivity.
According to industry predictions, chatbots will become more aware of a customer’s emotional state by 2022. It is anticipated that firms will develop chatbots that respond to customer demands or inquiries based on their emotional state as determined by sentiment-reading software.
#6 Chatbots: Multilingual Chatbots
Multilingual chatbots are becoming increasingly important for businesses looking to better their translation efforts and expand their reach. Natural language processing (NLP) chatbots will be able to automatically detect the user’s language or even utilize IP addresses to determine geographic location. This will transform businesses from product-oriented services to customer-oriented ones and will harvest an instant positive reaction.
If RPA and AI have been yet determined as “game-changers,” it is in 2022 when they will prove their advancement and fast-developing nature. Businesses globally are becoming even more aware of the possibilities and opportunities that come with digitalization. Therefore, new trends are approaching just around the corner.