Çağrı Merkezi Süreçlerinde Robotik Süreç Otomasyonu Geliştirilmesi

Yıl 2022, Cilt: 4 Sayı: 1, 12 - 24, 30.06.2022

Sinan Apak , Seyhan Korkmaz Akgöz , Samet Gürsev

Öz

İş yönetim sistemlerinin günümüzde değişiminin temel dinamiklerini otomasyon, makine öğrenmesi ve bilgi sistemleri kavramları oluşturmaktadır. Özellikle çağrı merkezi süreçleri müşteri temsilcisinin rutinde gerçekleştirdiği işleri otomatize sistemle yer değiştirecek olmasıyla robotik süreç otomasyonun en uygun kullanım alanlarından biridir. Robotik süreç otomasyonu; ilerleyen teknoloji ile beraber 2020 yılı sonrasında teknoloji firmalarının Bilgi Teknolojileri departmanının, robotlar için insan kaynakları departmanı gibi rol alabileceği iş çözümü dönüşümünü hedefleyen bir teknolojidir. Robotik iş akış otomasyonu; robot, orkestratör, stüdyo ve robotik masaüstü otomasyonu bileşenlerini içeren, herhangi bir insan yorumu gerektirmeden kendini tekrar eden rutin tüm talepler için (çağrı merkezi özelinde başlatılarak, kurumsal firmalar ve müşterileri) iş akışının otomatize edilmesini içeren bir çözümdür. Bu çözüm doğal dil işleme, konuşma analitiği ve görüntü işleme gibi farklı teknolojileri bir arada bulundurmaktadır. RPA (robotic process automation) teknolojisinin yapay zekâ teknolojilerinden beslendiği alanlar; gelen taleplerin doğal dil işleme ile Türk dilinde anlamlandırılması, konuşma analitiği ile çağrı ses datalarının metin datasına çevrilmesi ve görüntü işlemeyle işletim sistemlerinin ve tarayıcıların direkt olarak native (doğal) kütüphanelerini kullanabilmesi ve bu doğal kütüphanelerin desteklenmesidir. Bu çalışmada çağrı merkezinde süreç iyileştirme amacıyla robotik süreç otomasyonu örneği geliştirilmiştir.

Anahtar Kelimeler

Doğal dil işleme, Görüntü işleme, Konuşma analitiği, Robotik iş akış otomasyonu, Robotik masaüstü otomasyonu

Developing Robotic Process Automation in Call Center Processes

Öz

Automation, machine learning and information systems concepts constitute the basic dynamics of the change of business management systems today. Robotic process automation is one of the most suitable areas of use, especially since the call center processes will replace the routine work of the customer representative with an automated system. Robotic process automation; With the advancing technology, it is a technology that aims to transform the business solution in which the Information Technologies department of technology companies can act as the human resources department for robots after 2020. Robotic workflow automation; It is a solution that includes robot, orchestrator, studio and robotic desktop automation components, and automating the workflow for all repetitive routine requests (initiated specifically for the call center, corporate firms and their customers) without requiring any human interpretation. This solution combines different technologies such as natural language processing, speech analytics and image processing. The areas where RPA (robotic process automation) technology is fed by artificial intelligence technologies; interpreting incoming requests in Turkish language with natural language processing, converting call voice data into text data with speech analytics, and enabling operating systems and browsers to directly use native libraries with image processing and supporting these natural libraries. In this study, a robotic process automation example has been developed for process improvement in the call center.

Anahtar Kelimeler

Robotic workflow automation, Robotic desktop automation, Speech analysis, Natural language processing, Image processing

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