5 Real-World Use Cases of RPA in Telecom

RPA in the Telecom Industry

Learn how Robotic Process Automation or RPA benefits the Telecom Industry in this primer.

Globally, telecom companies compete to provide the most rapid, most affordable, and creative telecommunication services. Today, telecom companies need to solve the problems posed by the large volume of processes to support rapid growth—managing data, controlling cost, growing business agility, talent acquisition, and developing new services.

According to a newswire, the telecommunications industry has some of the highest adoption rates of RPA technology (together with healthcare, retail, IT, BFSI) in the Asia-Pacific region. Moreover, according to a Market Research Report, telecom and IT appear to be at the forefront of the automation trend in business processes, with a remarkable growth rate (CAGR) of 60% till 2024.

Robotic process automation services in the telecom sector enable companies to transform operational processes, achieve high standards of organisational progress, and substantially enhance their customer service offerings. RPA use cases in telecom bring many advantages such as improved agility and scalability, improved data communication and broadcasting, high levels of data security, as well as substantial cost reduction.

How RPA Benefits The Telecom Industry

Robotic process automation (RPA) application in telecom can benefit the industry significantly. Telecom involves high-frequency manual, monotonous, rules-based processes critical for proper service delivery. The foundation of telecom is thus made up of methods that are highly qualified for automation.

The high reliability and precision of process outcomes are mandatory for telecommunication companies that wish to enhance their customer service. However, this is not readily achievable because of the usual preconditions of task fulfillment, such as going through various systems to update them.

Additionally, telecom providers have to be ready to deal with increased service demands whenever the need arises. This makes a scalable workforce a legitimate item on their checklist. The implementation of telecom network automation reduces error rates (i.e., near zero), improves data quality, strengthens customer service, and lifts operational efficiency while also making a significant contribution to cost reduction.

Top 5 Use Cases of RPA in Telecom

Now that we have discussed the problems faced by the telecom sector, let us explore the 5 RPA use cases in telecom-

1. Invoice & Purchase Order Processing

The telecom industry involves multiple repetitive organisational tasks, which take time away from more efficient and productive ones.

By using software robots to replace regular maintenance work, monitor networks, keep backups, and distribute emails, RPA offers total automation based on the complexity of the task. Further, RPA technology can digitise bills and emails, saving employees valuable time and focusing their attention on better revenue generation tasks.

2. Customer Onboarding/Offboarding

Implementation of RPA can automate customer onboarding and off-boarding experience. RPA powered bots can automatically add new customers; new joiners as well are easy to remove when they leave.

This can help the telecom providers maintain complete clarity on all customers and their information, save time, reduce the chances of errors, and significantly reduce costs.

3. Efficiently Responding to Partner Queries

The majority of telecom companies rely on external partners such as independent agents to sell their services. RPA powered robots are fully equipped to respond to simple inquiries, interpret emails, and forward complex questions to humans making the overall query resolution process much more direct and streamlined.

Further, RPA in telecom also assists in customer service by instantly redirecting call sharing to human employees to serve the customer immediately. This ensures better work efficiency, increased profits, and overall enhanced customer satisfaction.

4. Manual Sales Order Processing

Another RPA use case in telecom is automating manual sales order processing. RPA helps in minimising the manual efforts required in sales order processing by automating many business process tasks.

This can be accomplished by generating a well-structured workflow based on employees’ actions, which serves as a foundation for automated processes. This benefit of RPA can be extrapolated to different businesses as well.

5. Data Transformation

The telecom industry depends on vast sets of data stored in various file configurations. RPA powered software bots can help remodel all this data into a structured layout, with a capability to work with non-standard forms of data.

Furthermore, combining RPA with other upcoming technologies such as Artificial Intelligence (AI) and Machine Learning can allow telecom providers to analyse predictive patterns based on structured data records. RPA applications in telecom can help you organise the database, while AI can create predictions continuously with great accuracy.

Summing Up

In a nutshell, RPA seems to be the perfect fit for the telecommunications industry as it grows and develops worldwide. Soon, telecom’s above-mentioned RPA use cases will further grow leaps and bounds, creating multiple opportunities for technologies like these to make the necessary automation frameworks.

With the help of RPA, large volumes of data from multiple systems can be more easily managed by user interactions with user interfaces that mimic human-mouse clicks and keystrokes. This ensures a streamlined information flow, which ultimately contributes to significant financial profits. 

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Mitul Makadia

Mitul Makadia

Mitul Makadia is Founder of Maruti Techlabs and a true technophile. With his industry experience, he has rapidly developed Maruti Techlabs in specialized services like Chatbot Development, Artificial Intelligence, Natural language Processing and Machine Learning. Makadia has considerable expertise in Chatbot Development and NLP.