Queued Appointment Workflow Using RPA Bots and Template Documents
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Solution Overview
Problem
Financial institutions face challenges in efficiently managing large volumes of customer appointments across geographically dispersed branches, leading to significant manual workloads and potential data breaches due to manual data handling and exposure of programmatic interfaces, which increases the risk of unauthorized data distribution and malicious attacks.
Innovation Solution
Implementing robotic process automation (RPA) techniques through virtual machines that automate data retrieval from graphical user interfaces, reducing manual interactions and securing data transmission using encrypted guidance documents generated from template-based processes.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Reliability
If manual data handling and programmatic interfaces are used for appointment management, then ease of operation is maintained, but security reliability deteriorates due to increased risk of unauthorized data distribution and malicious attacks
Solution Approach 1:
The patent introduces an RPA bot as an intermediary that mediates between the appointment management system and external interfaces. The bot automates data retrieval by interacting with graphical user interfaces rather than exposed programmatic interfaces, thereby reducing direct system exposure and security risks while maintaining operational effectiveness.
2Productivity
If manual data handling is used for customer appointment data, then device complexity is reduced, but productivity deteriorates due to significant manual workloads in managing large volumes of appointments
Solution Approach 1:
The RPA bot performs self-service by autonomously executing appointment management tasks including data retrieval, document generation, and information distribution. The system configures the bot with necessary credentials and parameters, after which the bot independently manages the workflow without requiring continuous manual intervention, thereby significantly improving productivity.
Solution Approach 2:
The patent replaces manual mechanical operations with automated RPA bot operations. The bot simulates human interactions with graphical interfaces to retrieve data, generate documents, and distribute information, substituting manual labor with automated processes that handle large volumes of appointments efficiently.
3Ease of operation
If programmatic interfaces are exposed for data access, then ease of operation is improved, but security reliability worsens due to increased exposure to unauthorized access and malicious attacks
Solution Approach 1:
The RPA bot serves as a secure intermediary that handles data access operations. Instead of exposing programmatic interfaces directly to users or systems, the bot interacts with graphical user interfaces using automated credentials, thereby maintaining data access convenience while reducing the attack surface and security risks associated with exposed interfaces.
Data Source
AI summary
The disclosed embodiments include computer-implemented processes that manage adaptively queued appointment workflow through a virtualization of robotic process automation (RPA) techniques and an implementation of template-based document generation processes. An apparatus may obtain an element of appointment data that includes a customer identifier. The appointment data may include information generated during a chatbot session. The apparatus may implement one or more virtualized RPA techniques to (i) access a graphical interface of an application program executed by a first computing system, and (ii) request, through the accessed graphical interface, data associated with the customer identifier. Based on appointment-specific elements of template data, the apparatus may generate a portion of a guidance document for a corresponding appointment that includes at least a portion of the requested, and received, data associated with the customer identifier, and the apparatus may transmit the guidance document to a second computing system associated with the corresponding appointment.