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6/11/2024 | 12 Minute Read
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Robotic process automation (RPA) is the basic building block of hyperautomation. This technology uses software robots to automate repetitive and rule-based tasks. RPA applications require little more than basic training or programming to excel at simple repetitive tasks, such as data entry or document scanning.
Think of RPA as simple scripts written to perform narrowly defined and specific tasks, freeing up valuable time and resources. It eliminates human error, accelerates processes, and ensures consistent execution—and with so many benefits, it’s no wonder MSPs are taking advantage of this powerful technology.
There are three main types of RPA:
It’s important to note that these types of RPA automation can be implemented individually or in combination, depending on the complexity and nature of the processes being automated. Organizations often choose a combination of attended, unattended, and hybrid automation to optimize their automation efforts and achieve the desired outcomes.
RPA is ideal for automating manual, time-consuming, and error-prone tasks that do not require complex decision-making. It’s best suited when:
The primary goal of RPA is to improve efficiency and reduce human error in performing routine tasks. It can be a valuable tool for MSPs to automate manual tasks, improve efficiency, and enhance service delivery.
There are three main challenges for MSPs when it comes to RPA:
For MSPs, specific processes and tasks that can be automated using RPA include:
RPA bots can automate the creation of user accounts by extracting relevant information from onboarding forms or HR systems and populating it into the necessary systems, such as Active Directory or identity management platforms. Bots can also configure user settings and permissions based on predefined templates or role-based access controls, ensuring consistency and accuracy across all accounts.
Additionally, RPA can automate the provisioning of software licenses, email accounts, and other resources required for user productivity. By leveraging RPA in user account setup and configuration, MSPs can reduce manual errors, accelerate the onboarding process, and ensure that users have the necessary access and tools to perform their roles effectively, ultimately improving overall efficiency and user satisfaction.
RPA bots can automate the modification and deletion of user accounts across various systems and applications. They can also handle tasks such as password resets, account deactivations, and access revocations. By automating these processes, MSPs can reduce manual errors, improve efficiency, and enhance cybersecurity by enforcing consistent access controls and eliminating the risk of human oversight.
RPA bots can be trained to handle common user issues by following predefined workflows and troubleshooting steps. They can gather relevant information from users, such as error messages or system logs, and perform initial diagnostics to identify potential causes of the problem.
Bots can also provide step-by-step instructions or automated fixes for known issues, reducing the need for manual intervention.
Additionally, RPA can integrate with ticketing systems, automatically creating support tickets and updating them with relevant information. By leveraging RPA in user support and troubleshooting, MSPs can enhance response times, improve issue resolution rates, and free up their support staff to focus on more complex or critical user problems.
RPA bots can automate the process of updating and maintaining contact lists by extracting relevant information from emails, such as sender details or contact requests, and automatically adding or updating contacts in the MSP’s CRM or contact management system. Bots can also validate and verify contact information, ensuring accuracy and consistency across different platforms.
Additionally, RPA can assist in organizing and categorizing contacts based on specific criteria, such as industry or location, making it easier for MSPs to segment their client base for targeted communication or marketing efforts. With automated mail contact management processes, MSPs can save time, reduce manual errors, and maintain an up-to-date and well-organized contact database, ultimately improving their overall communication and relationship management with clients.
RPA bots can automate the process of granting or revoking mailbox access permissions based on predefined rules or requests. Bots can analyze access requests, validate user credentials, and automatically update mailbox permissions accordingly. They can also monitor and audit mailbox permissions to ensure compliance with cybersecurity policies and regulations.
Additionally, RPA can help manage mailbox groups or distribution lists by automatically adding or removing users based on predefined criteria. By leveraging RPA in mailbox permission management, MSPs can streamline the process, reduce manual errors, enhance cybersecurity, and ensure that users have appropriate access to the mailboxes they need, improving overall productivity and data protection.
RPA bots can automate routine activities such as system monitoring, log analysis, and network configuration changes. They can continuously monitor system health, collect performance data, and generate alerts or notifications when issues are detected, enabling MSPs to proactively address potential problems before they impact clients.
Additionally, RPA can automate repetitive network management tasks like device provisioning, access control updates, and configuration backups, ensuring consistency and accuracy while reducing the risk of human error.
By leveraging RPA in these instances, MSPs can optimize their workflows, reduce manual errors, enhance service quality, and improve customer satisfaction. Now, technicians can focus on more strategic and complex tasks while bots handle the rest. In fact, ConnectWise partner, Marco, estimates that >25% of tickets will be handled by hyperautomation (AI/RPA) in 2024, increasing their IT service margin, improving invoice-ability, and more.
We’ve built RPA bots to replicate common MSP tasks without human intervention, freeing up your tech teams to focus on projects that drive revenue and improve customer satisfaction.
Learn more about how ConnectWise RPA can help >>
To successfully implement RPA for your MSP, follow these seven steps.
By following these best practices, MSPs can ensure a successful implementation that delivers tangible benefits, improves operational efficiency, and drives business growth.
ConnectWise RPA makes it easy for you to increase productivity and focus on high-value priorities. Whether aiming to achieve goals with purpose-built automation, creating a loyal customer base, minimizing the cost of errors, or growing your business, ConnectWise RPA makes it easier for you to focus on strategic goals, not repetitive tasks.
RPA differs from traditional automation in several ways. RPA bots interact with applications through the user interface, mimicking human actions, while traditional automation often involves direct integration with APIs or backend systems. It can be implemented without making changes to existing systems, whereas traditional automation may require significant modifications.
RPA can be deployed quickly and is easily scalable, while traditional automation projects often involve complex development cycles. It enables collaboration between humans and robots, while traditional automation may focus on replacing human involvement entirely. RPA is well-suited for rule-based, repetitive tasks, while traditional automation can handle a wider range of automation scenarios. Overall, it offers a more agile and non-disruptive approach to automation.
RPA focuses on automating repetitive tasks within structured processes, while AI aims to replicate human intelligence and decision-making capabilities. It’s rule-based and lacks learning abilities, but AI can learn from data, adapt to new situations, and make intelligent decisions.
RPAs are focused on automating individual tasks, while workflows are focused on automating entire processes.
RPA is a technology that focuses on automating repetitive, rule-based tasks by mimicking human actions. It typically involves the use of software bots to streamline and optimize specific processes.
Hyperautomation, on the other hand, is a broader concept that combines RPA with other technologies such as AI, ML, and process mining to automate and optimize end-to-end business processes. It aims to automate not just individual tasks but entire workflows, leveraging advanced technologies to achieve higher levels of efficiency and productivity.
RPA and intelligent process automation (IPA) are two technologies used to automate business processes. RPA is primarily focused on automating repetitive and rule-based tasks using software robots or bots. It excels at handling structured and predictable tasks like data entry and form filling. On the other hand, IPA combines RPA with AI technologies to automate more complex and cognitive tasks. IPA can analyze unstructured and structured data, add intelligent document processing (IDP), make decisions, suggest next best actions, learn from patterns, and adapt to changing circumstances.
It is capable of handling tasks that require understanding natural language, context, and complex decision-making. In essence, while RPA is limited to automating routine tasks, IPA takes automation to a higher level by incorporating capabilities like AI for more sophisticated processes.
RPA can operate with or without human intervention. Unattended RPA allows bots to work autonomously, executing predefined processes without human involvement. On the other hand, attended RPA involves human operators working alongside bots, leveraging their capabilities while retaining control and decision-making authority. Attended RPA enables a collaborative approach where humans and bots work together to achieve optimal results, particularly in situations requiring human judgment or expertise. The human-in-the-loop is usually ideal for complex processes where validation or exceptions are required to be managed during the automation process.
RPA itself does not typically incorporate natural language processing (NLP) capabilities. It focuses on automating repetitive and rule-based tasks by mimicking human actions, such as data entry or form filling. It primarily operates in structured and predictable environments.
However, RPA can be integrated with other technologies, including NLP, to enhance its capabilities. By combining it with NLP, organizations can automate processes that involve understanding and processing natural language, such as extracting information from documents or responding to customer inquiries. This integration allows for more advanced automation and the ability to handle unstructured data and complex language interactions.