The COVID-19 pandemic has forced businesses to rethink the way they work, challenging them to reduce reliance on traditional processes and move towards digital-first strategies. One tech that is being especially buzzed about during this evolution is RPA customer service bots. Powered by automation and artificial intelligence, such bots have helped businesses continue to operate smoothly even as they reduce physical touchpoints, making processes quicker, safer and more efficient.
In the era after the pandemic, companies in all sectors – from healthcare to finance have recognised the need for touchless workflow and a move towards digital transformation projects. Let’s take a closer look at how this landscape is being altered and what is driving those changes.
The Surge of RPA Adoption in a Post-Pandemic World
The pandemic hastened the spread of RPA to industry. Indeed, one study found that 53% of companies had already adopted RPA and 19% intended to do so over the next two years – The primary goal? Preventing excessive exposure time and improving the efficiency of work.
RPA was swiftly adopted by industries such as finance, manufacturing and health care to automate monotonous! tasks for an environment with a lower risk of contamination. Implementing RPA in business operations could keep the work schedule in place, despite remote working difficulties.
Redefining Customer Service with RPA Customer Service Bots
One of the areas where RPA has most immediately steered a business impact is customer service. RPA customer service bots can manage most of the complex questions and repetitive inquiries, perform transactional tasks, and can definitely offer 24/7 support. Those businesses , who are incorporating these bots have realised that customer service teams are being freed from up to 60 per cent of routine requests, enabling them to concentrate on challenging issues.
Most organisations elect to partner with an experienced RPA automation consulting firm to help model, implement and scale their strategy appropriately. These companies evaluate current procedures, highlight areas for automation and deploy RPA bots throughout your organisation — among other measures to spice up your processes with touchless workflows that bring reasonable ROI.
Additionally, AI-based bots support personalisation by noticing user behaviour and responding contextually, which is beneficial for customer experience. Now, this convergence of AI and RPA is considered critical for businesses to continue to offer quality services in a touchless world.
AI Chatbot Development Services: Building Smarter Customer Experiences
To get the most out of RPA in customer service, companies lift the phone and break up with RPA by becoming more dependent on AI-chatbot development services. They’re the ones who are creating advanced chatbots that can understand natural language, learn new things every time they talk with someone, and tie into enterprise systems.
The AI chatbot market is estimated to accelerate past $11 billion by 2025, at a CAGR close to 30%. By turning to these bots, response times are quicker, accuracy is improved and operations can scale—an important step toward touchless process management.
Agentic AI development as the next frontier
Agentic AI development, meanwhile, is turning RPA on its head. Rather than simple automation, agentic AI is able to carry out tasks and make decisions independently within certain parameters, further reducing the need for human input.
For instance, Opera’s Neon AI browser surfaces agents that can do things (and run code) right on web pages, and Dalet’s Dalia AI will simplify the job of a media production worker. Those kinds of innovations show the ways that hyperautomation, as well as AI and RPA integration, are impacting businesses to become more efficient and resilient.
Healthcare Automation: Touchless, Faster and Safer Operations
Health care is one of the great beneficiaries of RPA. As telehealth and remote patient services gain popularity, RPA can help automate appointment scheduling, patient onboarding and medical records management.
As of today, 86 per cent of healthcare providers are using AI-based solutions and the global market for AI in healthcare is expected to surpass $120 billion by 2028. RPA decreases human error, speeds up administrative processes, and allows health care workers to focus on service delivery.
The advantages of RPA in healthcare are obvious: increased productivity, reduced operational costs and safer touchless engagement with patients.
Implementing Touchless Workflow Across Industries with RPA
RPA is not restricted to customer service or health care. Businesses are using automation for finance, manufacturing and supply chain management to introduce contactless workflow.
For instance, in banking, the RPA automates invoice processing along with compliance checks and reconciliation of transactions. In manufacturing, it optimises inventory and logistics. Even companies in the SMB space are implementing RPA to make work more efficient, less error-prone and smarter.
The result? Enterprises are able to have business continuity automation and keep on line with a branch of human intervention business as usual.
Digital Transformation and RPA Trends 2025
The digital transformation has emerged as a strategic initiative for businesses. RPA is a key building block of this transformation that supports process harmonisation and rapid automation.
Key RPA trends 2025 include:
- Rise of low-code/no-code platforms for faster implementation
- The growth of RPA from individual tasks to full-blown enterprise hyperautomation
- Combine with AI and machine learning algorithms to deal with complex decision-making
- Emphasis on workflow automation tools that spread automation across business units
These trends all speak to the future where RPA for enterprise will be smarter, more autonomous and massively available.
COVID-19 as a Catalyst for Automation and Business Continuity
The pandemic exposed fragilities in old ways of doing business. Businesses quickly ploughed investment into RPA to bolster operational resilience. Around 60% of companies along with businesses in Poland used RPA to enable business continuity during the crisis, according to the report of Reuters.
Today, automation isn’t just a temporary measure — it’s a long-term strategy and investment for scalability, efficiency, and resilience, ensuring that companies are prepared for any disruption.
Final Takeaway: Embracing the Touchless Future with RP
The post-COVID universe requires efficiency, resilience and innovation. Organisations are using RPA customer service bots, AI chatbots, and agentic AI development services to create touchless workflows & business continuity.
Healthcare, finance and manufacturing are but a few examples where RPA is enabling organisations to streamline operations, limit human intervention, and accelerate their digital transformation initiatives. The advantages are obvious: speed, low costs, precision and safety.
As we approach the year 2025, those companies that adopt RPA, AI, and hyperautomation will not just survive but flourish in a touchless, digital-first world.
