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Quoting a Forrester report, Forbes identifies RPA as a top customer service tech trend for 2017. “RPA software robots perform routine business processes and make simple decisions by mimicking the way that agents interact with applications through a user interface. Companies can automate entire end-to-end processes such as account onboarding or insurance claims awards, with humans typically only managing exceptions. In 2017: Expect to see continued focus on RPA for automating repetitive rules-based tasks. Companies will explore the nascent world of cognitive RPA to drive real business value by improving nonroutine tasks requiring judgment.”

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