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ACCA Strategic Professional · Strategic Business Leader · Machine learning, AI and robotics

Velmont Retail's RPA programme has delivered savings in the finance team, and the board now wants to extend it to customer correspondence, where emails are unstructured and vary in intent. Which approach best reflects the implication for technology choice?

Velmont should combine RPA with AI such as natural language processing. RPA suits structured, rule-based tasks, but unstructured emails need interpretation of intent. AI classifies the input, bots execute the actions, and humans handle exceptions and oversee quality.

  1. ACombine RPA with AI techniques such as natural language processing to interpret unstructured input, with human oversight of exceptionsCorrect
  2. BUse RPA alone, since bots can interpret any email by following fixed rules
  3. CAvoid automation because RPA cannot process any structured data
  4. DReplace the finance bots with physical robots to handle emails

Explanation

RPA handles structured, rule-based work. Unstructured emails need interpretation, which requires AI such as natural language processing, with RPA executing the resulting actions. Exceptions still need human review. Fixed-rule RPA alone would misclassify varied emails.

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