Service quality evaluation using robotic process automation tools

Service quality is a vital component of the overall customer experience and should therefore be measured to know how the business' service measures up to the customer's expectations. The paper describes a Robotic Process Automation software tool for service quality control created for information-based service systems. The RPA bots are extended with artificial intelligence techniques used in the end-to-end automation of future service organizations. The software bots automate repetitive, time consuming human tasks (customer feedback evaluation, content analysis, data extraction) and speed up complex computations: OCR, data-driven analysis, support to intelligent decisions. Experiments performed with the Blue Prism tool are reported.