- Client: Procter & Gamble
- Services Provided: Conversational Interfaces
Innovating customer reception by combining chatbots with RPA
Combining chatbots and RPA
The idea for this hackathon was to challenge an audience of tech experts specialized in Robotics and AI with some real-world scenarios. One of the scenarios suggested by Procter & Gamble was to automate the manual and repetitive check-in procedures their visitors have to go through, and develop a virtual and intelligent receptionist that could welcome the many visitors Procter & Gamble receives on a daily basis. An ideal scenario to combine a chatbot with a RPA bot.
Together with our colleagues and RPA experts at Roborana, we took up this challenge. We had only a few days to build a chatbot and automate the back-end tasks like informing the host about the arrival of his or her visitor, printing visitor badges and generating WiFi access code, all while keeping the chatbot functional and ready to answer questions visitors might have.
During this project, we focused on developing the conversational interface to interact with the visitor and collect all the necessary information. This interface was also made available for use on a humanoid robot. The Roborana team focused on automating the ‘back-end’ process and handling the interactions with the different P&G applications to register the visitor. The next step was to combine the two technologies (RPA & Chatbots) so that we could streamline the process end-to-end. We succeeded to activate the RPA bot through an API, once the information, such as name and phone number, is collected by the chatbot. After triggering the RPA bot, the bot is able to automatically handle and finish the check-in request. Check out this video for a demo!
We eventually ended up winning the price for ‘best demo’ for our automated reception bot and have proven the concept to be very valuable for our customer.