One effect that the pandemic has had on Enterprise Information Technology is the increased interest in adopting and implementing automation across the business. There are a few different types of automation. Data Center Automation has grown in adoption over the past few years. Business Process Management/Automation has been an area of interest for more than a decade, but more recently, Robotic Process Automation (RPA) has enjoyed double-digit growth in enterprise adoption. RPA is the use of a no-code or low-code platform to create a ‘bot’ (or digital worker) that will automatically execute a sequence of repetitive tasks interacting with digital systems. Effectively a bot will then be able to launch and execute a set of tasks and even follow decision-tree like steps.
Many back-office processes are good candidates for RPA. A set of tasks that may start with a query then act on the results of that query can be automated with a bot. For example, a marketing campaign that targets a subset of a Player’s Club data could execute a query of that data and then automate an electronic mailing of a marketing offer to the members who qualify for the campaign. Many RPA vendors are now integrating Artificial Intelligence (AI) into their capabilities. With an AI-powered bot, an organization can actually create a guest-facing RPA bot that can automatically fulfill one or more of common (anticipated) requests. The use cases are virtually unlimited across any process that currently exists (or will exist in the future) behind casino operations, lodging, hospitality, or any part of guest relations.