What is robotic process automation (RPA) in a call center?

Robotic process automation (RPA) is a technology that automates repetitive, rule-based tasks across call center systems and workflows. It can handle activities such as data entry, updating records, triggering actions in multiple systems, and completing post-call processes without manual intervention. RPA helps reduce agent workload by offloading routine tasks and improving accuracy. It is often used behind the scenes to streamline operations and integrate processes across existing tools and platforms.