November 20, 2020

Combining conversational AI and RPA to reshape the contact center experience

Capgemini, UiPath and announce partnership with new integration prototype for loan forbearance automation

Conversational AI is a tried and true method for elevating customer experience by providing instantaneous, always-available assistance via a familiar chat interface that consumers love to use. Another major advantage of conversational AI - and what sets it apart from simple question-and-answer chatbots - is the ability to deeply integrate it with other core business systems.

We are excited to announce a new partnership with leading digital consultancy firm, Capgemini, and the market-leader in Robotic Process Automation (RPA), UiPath. Together we have developed a prototype that demonstrates the capabilities of combining conversational AI with RPA, integrating the two technologies to automate the application process for loan forbearance.

Virtual agents built on the platform can now answer questions related to mortgage forbearance and refinancing, while guiding customers through the process of how to initiate a loan forbearance request. UiPath’s RPA component works in the background to authenticate the user, initiate the loan forbearance process and to send a confirmation e-mail to the customers. Additionally, virtual agents can seamlessly re-direct customers to a human agent if necessary.

This unique integration is designed to help banks and other financial institutions deliver a personalized, zero-touch customer experience that empowers self-service, with a host of additional benefits, including:

  • Reduced customer effort
  • Increased customer loyalty and retention
  • Reduced overhead and training costs
  • Guaranteed compliance
  • Rapid results

Putting conversational AI and RPA integration to work

The integration of RPA and conversational AI can be applied across various industries and use cases.


A claims processing virtual agent can assist and gather documentation and details related to an incident, even enabling the uploading of images, documents, or video that provide more context to help in subsequent validation and claim processing. When it comes to processing the claim, RPA can eliminate any manual entry by directly logging all available details or images into the appropriate system.


A virtual agent can fill the role of a personal shopping assistant and help answer the queries of customers (i.e. customer returns) and recommend products based on the customer preference. In the case of customer returns, RPA can come into play by initiating a product return and refund by sending a return shipping label based on the information gathered by the virtual agent.

Life sciences

AI-powered virtual agents can be used to triage patients and guide them to receive  appropriate help when they are looking for information about the cause or treatment of their symptoms. An RPA component is incorporated as a virtual agent can lead the patient towards picking a time to see a doctor, and automatically schedule an appointment.

Energy and utilities

Virtual agents can be used to improve the overall customer experience by updating customers on the status of a service outage or a query on a utility bill. Once a decision has been made, RPA can simulate the highly rule-based billing process in case a change needs to be actioned.

Click here to learn more about this integration partnership and how you can accelerate digital transformation for your contact center using conversational AI and robotic process automation.