Businesses are constantly on the lookout for fresh and innovative ways to boost efficiency and streamline their operations. Robotic Process Automation (RPA) has been at the forefront of technological revolution. With 2 billion active users, WhatsApp needs no introduction. This write-up is about where these two meet. Let’s delve into the dynamic duo of Robotic Process Automation (RPA) and WhatsApp, firstly exploring each component individually:

Robotic Process Automation (RPA)is a technology that typically automates routine tasks across software systems using bots. These bots mimic human actions to complete tasks faster and with great accuracy. An example is a basic invoice processor. At a very basic level this can be where a user drops PDF format invoice in a Google Drive folder and moments later receives an email with a CSV file attached containing the invoice data for further processing. RPA would be the software that does the work in the background to read the data from the PDF, write to the CSV file and send the email.

WhatsApp Botsare automated systems that operate within the WhatsApp platform, created to communicate with users based on predefined rules. Here is a very basic example of what this could look like: The user saves a cellphone number to their phone (the bot’s number) and starts chatting as if chatting to another person on WhatsApp. A predefined rule can be something like: when a user sends a message saying “y” , the bot is programmed to automatically respond with “x”.

While chatbotsare often automated interfaces that interact with users through various messaging platforms and often incorporate AI to enhance their responses, WhatsApp bots in this context is specifically useful as it specializes in leveraging WhatsApp’s vast user base. Many people use WhatsApp and already have it installed on their mobile devices. No new app or new device required – this makes WhatsApp a great tool to use with RPA.

A real-life use case that Otomatika has developed is a solution called BUDDY, a WhatsApp bot designed specifically for a logistics company. BUDDY streamlines the collection of information and documentation from users. It determines document storage locations on SharePoint by matching data from user interaction with mapping data. Buddy also generates reports in SharePoint Excel that bolster business operations. Here the WhatsApp bot was built using Python with Twilio (a customer engagement functionality provider) and Flask (a web application framework). You can see how to get started with a similar setup here.

The distinction between the WhatsApp bot and RPA (Robotic Process Automation) can become indistinct, as the code for both components is housed in the same repository. The WhatsApp bot segment of the code interfaces with the RPA functionality through Python, effectively merging them into a unified entity. This integration blurs the lines between the two systems, making them operate as a cohesive whole.

Another recent solution utilizes WhatsApp to send real-time updates, including locations and photos of installations done by field workers. These inputs are then displayed on a custom-built Python dashboard, showing the locations as markers. This dashboard allows users to filter by sender and date, and upon selecting a location, displays the corresponding messages and images sent by the users via WhatsApp. The image below shows the WhatsApp chat between the bot and the user:

Here is a screenshot of what the Dashboard looks like. Showing the image and location sent by the user.

The WhatsApp bot receives a pin from the user and uses Reverse geocoding to extract an address from the pin. Reverse geocodingis the process of converting geographic coordinates into a human-readable address. The address is then used by the python dashboard to determine placement on the map.

Adopting a solution that integrates WhatsApp bots with RPA and AI provides multiple benefits:

• Always-On service: The bot operates 24/7, ensuring constant availability.
• Cost efficiency: Reduces the need for extensive human resources, lowering operational costs.
• Employee empowerment: Frees up employees from mundane tasks, allowing them to focus on more strategic activities.
• Data visualization: Gathering data through WhatsApp and seamlessly displaying the data opens a magnitude of possibilities

In conclusion, as businesses continue to navigate the complexities of the digital age, leveraging technologies like WhatsApp bots integrated with RPA and AI not only sets the foundation for more streamlined operations but also creates a platform for innovation and growth.

Thank you for reading. If you would like to find out more or see a demonstration feel free to reach out to deon@otomatika.com or book a free consultation.