Automatic responses to customer complaints, immediate responses to employee inquiries, and even analysis of information about contractors are just some of the possibilities offered by the popular ChatGPT in running a business, according to experts. Specialists from the company SAIO by ING Bank Poland, which deals with the automation of business processes (RPA – Robotic Process Automation), have started work on integrating their proprietary RPA platform with today’s popular chat to support their Polish and foreign customers. They also indicate potential directions for using this technology in business in the coming years.
OpenAI’s ChatGPT, released at the end of 2022, is described as a revolution in the use of artificial intelligence, available to everyone. While in most cases it is used by private users, many businesses are wondering how to use its capabilities. SAIO implements a strategy of creating a universal automation tool and has decided to integrate ChatGPT with its process robotization (RPA) platform for the first time. Thanks to this, SMEs can use a wide range of possibilities to improve processes, not only those based on rules but now also other ones where artificial intelligence will be used.
Currently, SAIO robots perform repetitive tasks for the employee in many different departments, such as: accounting, finance, controlling, HR, purchasing, sales, and customer service departments. To implement the robot, an employee who finds the potential to employ his virtual assistant can (without the need to engage IT specialists) implement the automation himself or use the support of consultants in only 2-3 weeks.
First tests of ChatGPT connection with process automation robots
SAIO has now completed the testing phase, which concerned the integration of ChatGPT with the RPA SAIO system at one of its customers – an enterprise with a customer service department. Specialists from a company belonging to the ING group used the OpenAI chatbot, supplying it with data and document sets. Thanks to this, after automation, the SAIO robot responds to their inquiries in real-time. SAIO plans to fully implement the new tool as a regular service in its portfolio in the coming months.
“ChatGPT has almost hit the rooftops, but there is still little talk about the possibilities of using it to reduce the operating costs of enterprises. As a company that creates RPA systems and helps businesses save time and running costs, we have started tests of using it for applications created for our customers. They were successful, which is why we are already planning to implement them as an integral part of our solutions based on the technology of the new era – Large Language Models. We believe that such AI models, supplied in an appropriate and verified way with reliable customer data, will further streamline the procedures and allow customers to introduce large savings safely. Especially in economically demanding times of inflation and turbulence in the global economy, which many industries in Poland and around the world are currently struggling with,” – says Przemysław Lewicki, President at SAIO.
ChatGPT can give real support in various sectors and departments
SAIO specialists give a few examples of how language models such as ChatGPT – in conjunction with RPA systems – can be used in the future in individual areas of business operations:
- enterprises can use ChatGPT for customer service, providing real-time support via a chatbot. Thanks to natural language processing (NLP) capabilities, ChatGPT can quickly and efficiently respond to customer inquiries and requests for information,
- with the help of ChatGPT, robots can quickly analyze and respond to complaints. ChatGPT creates an appropriate return message, which is then verified by the robot together with the customer service department before the response is made available to the customer,
- ChatGPT can automate repetitive tasks in the recruitment process, such as checking CVs, planning interviews, or even the process of onboarding new employees. Automation of this type of task will allow HR specialists to focus on more strategic activities and shorten the time of individual procedures,
- ChatGPT can provide employees with instant access to training materials and answer questions about workshops or development programs. HR professionals can also automate administrative tasks with ChatGPT, including scheduling training sessions or sending reminders to employees about upcoming events.
“The automation we offer is not only a cost-saving in difficult times for businesses, but also a problem for the multitude and complexity of IT systems of Polish and foreign businesses. If an employee alone – without the participation of IT specialists – can implement and control a bot that performs repetitive tasks for him automatically, and eliminates human errors – it is hard not to notice the benefits. In addition, the time to implement such a bot is usually only two to three weeks. In this context, we are a counterweight to large, expensive, and difficult-to-implement IT systems, which are often feared by SMEs. At the same time, we do not constitute an additional burden on IT systems and architecture already functioning. Our robots are a simple answer to everyday business problems. This is probably why we have already implemented over 2,000 bots,” – adds Przemysław Lewicki.
Read our previous news about SAIO by ING:
SAIO – a business process robotization platform by ING is among the best RPA providers
Source: the Bank`s press release dated May 31, 2023
