Robotic process automation (RPA) brings benefits to the telecommunications industry because it’s supported by high frequency manual, repetitive, rules-based processes, which are critical for an appropriate service delivery. The basis of telecom is thus made up of processes which are highly eligible for automation.

The high reliability and accuracy of process outcomes is a must for telecommunication companies that wish to boost their customer service. And this is not easily achievable, taking into consideration typical preconditions of task fulfillment, like the need to go over numerous systems, querying or updating them.

Moreover, telecom providers have to be ready to cope with increased service demands whenever the need arises. This makes a scalable workforce a reasonable entry on their checklist. The use of robotic process automation in telecom reduces error rates (i.e., near zero), improves data quality, boosts customer service, and ups operational efficiency, while also making a significant contribution to cost reduction.

According to AB Newswire, in the Asia-Pacific region, the telecommunications industry has some of the highest adoption rates of RPA technology (together with healthcare, retail, IT, BFSI). A Market Research Report includes a forecast for the RPA market until 2024, during which period, telecom and IT appear to be leading the automation trend in business processes, with a phenomenal growth rate (CAGR) of 60%.

In the first article from this series, we recommended to always mull over robotic process automation use cases as a ‘learning by doing’ process. So let us take a look at some bits of relevant factual information about RPA use cases in the telecommunications industry.

How the telecommunications industry can benefit from RPA

We’ll start with a more extended case study, about the intervention of RPA provider UiPath turning problem-solving for a telecom company into a success story. We’ll then go on to present 8 more robotic process automation use cases, specific to the automation of individual processes in the telecommunications industry.

UiPath case study for robotic process automation (RPA) in telecommunications

The client is a large Australian telecommunications and media company, set to automate its order creation and service removal process in order to better deal with an extremely large volume of transactional data. ‘To better deal’ stands for ‘to reduce the costs involved by the company’s speed booster discount service’, i.e., AUD 20/ customer/ month. UiPath took on this challenge, and approached it by automating the order build process and service removal activity.