Robotic Process Automation (RPA) works hand in hand with AI solutions to automate workflows or take control of a keyboard or mouse during a live interactions.

RPA is vital in the contact center for its ability to allow processes to be followed with speed and accuracy, empowering the agents to focus on other areas of an interaction, like providing more empathy or personalization to the call. The amazing thing about RPA is that it can work on top of multiple technologies, similar to how an agent would, without the need of an API integration or connection between systems, at a speed thousands of times faster than an agent.