Attended robots as a key lever in automation: when to use them and real-world applications
Attended robotsare establishing themselves as frontline allies, especially in complex processes involving high levels of customer interaction, where they combine speed and precisionwith human judgment (various automation studies estimate that more than 60% of jobs include tasks that can be partially automated). This hybrid capability allows work to be redesigned without losing control or proximity.
What are attended robots and when does it make sense to deploy them?
Attended robotsare software robots that run on the employee's workstation and are activated on demand or by events. They are particularly useful when the process requires human decisions, frequent validations, or direct customer interaction. In these scenarios, the robot takes on repetitive and rule-based tasks, while the person retains control of the operation.
Real-world applications in front office, finance, and human resources
In contact centers, attended robots collect data in the background while the agent is talking, reducing search times and errors in scattered systems.
In finance: they automate report preparation, validate data against master sources, and trigger approval flows, accelerating closings and improving traceability.
In human resources: they facilitate the structured capture of information in high-turnover processes, support training, and streamline onboarding with automatic verifications.
Benefits: reduce errors, increase compliance, and free up time for higher-value tasks.
Implementation: requires integration with CRM/ERP, validation rules, and human supervision to ensure quality and return.
How to maximize value: design, metrics, and coexistence with other robots
To extract maximum value, it is advisable to design simple interactions: shortcuts, buttons, and contextual assistants that make the robot almost invisible. These interfaces reduce friction, accelerate adoption, and allow users to complete tasks with minimal training.
Measure time reduction: define KPIs (time per task, cycle, throughput) and compare before/after to calculate impact and ROI.
Record the reduction in errors: monitor failure rates, rework, and avoided costs; automate validations to improve quality.
Improve the employee experience: measure satisfaction, cognitive load, and resolution speed; contextual assistants empower staff and facilitate onboarding.
Implement a hybrid model: combine attended and unattended robots with an orchestrator to manage queues, exceptions, and scaling, achieving scalable and flexible automation.
The implementation of attended robotsdoes not seek to replace the team, but rather to empower it, freeing up time for analytical tasks and customer relations. Identifying suitable processes, testing quick pilots, and adjusting the user experience are decisive steps forward. To explore specific use cases and design a tailored roadmap, you can contact Digital Robotsand evaluate the best opportunities together.
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