Multi-Channel Chatbot and Robotic Process Automation

Abstract

RPA (Robotic Process Automation) is a software-based solution that automates rule-based business processes such as repetitive actions, structured data, and predictable outcomes. The purpose of this paper is to demonstrate how a multi-channel chatbot can be created and implemented, as well as how Robotic Process Automation (RPA) may be connected with the chatbot to automate a business process, therefore easing the repetitious labor of a business's workers. The goal is to let consumers to explore and purchase products through chatbot, and then send an email with an invoice to the sales department and the customer. The whole process outlined above should be automated, with no human agents interacting until specifically requested. To be completed, the process must operate consistently across all channels, and all components must communicate and exchange information.