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Çağrı Merkezi Süreçlerinde Robotik Süreç Otomasyonu Geliştirilmesi

Yıl 2022, Cilt: 4 Sayı: 1, 12 - 24, 30.06.2022

Öz

İş yönetim sistemlerinin günümüzde değişiminin temel dinamiklerini otomasyon, makine öğrenmesi ve bilgi sistemleri kavramları oluşturmaktadır. Özellikle çağrı merkezi süreçleri müşteri temsilcisinin rutinde gerçekleştirdiği işleri otomatize sistemle yer değiştirecek olmasıyla robotik süreç otomasyonun en uygun kullanım alanlarından biridir. Robotik süreç otomasyonu; ilerleyen teknoloji ile beraber 2020 yılı sonrasında teknoloji firmalarının Bilgi Teknolojileri departmanının, robotlar için insan kaynakları departmanı gibi rol alabileceği iş çözümü dönüşümünü hedefleyen bir teknolojidir. Robotik iş akış otomasyonu; robot, orkestratör, stüdyo ve robotik masaüstü otomasyonu bileşenlerini içeren, herhangi bir insan yorumu gerektirmeden kendini tekrar eden rutin tüm talepler için (çağrı merkezi özelinde başlatılarak, kurumsal firmalar ve müşterileri) iş akışının otomatize edilmesini içeren bir çözümdür. Bu çözüm doğal dil işleme, konuşma analitiği ve görüntü işleme gibi farklı teknolojileri bir arada bulundurmaktadır. RPA (robotic process automation) teknolojisinin yapay zekâ teknolojilerinden beslendiği alanlar; gelen taleplerin doğal dil işleme ile Türk dilinde anlamlandırılması, konuşma analitiği ile çağrı ses datalarının metin datasına çevrilmesi ve görüntü işlemeyle işletim sistemlerinin ve tarayıcıların direkt olarak native (doğal) kütüphanelerini kullanabilmesi ve bu doğal kütüphanelerin desteklenmesidir. Bu çalışmada çağrı merkezinde süreç iyileştirme amacıyla robotik süreç otomasyonu örneği geliştirilmiştir.

Kaynakça

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  • [2] Willcocks, Leslie & Lacity, Mary & Craig, Andrew. Robotic Process Automation: Strategic Transformation Lever for Global Business Services.
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  • [4] Sharma S., Dixit S.D., Patel V., Kalmalı Z., Agrawal P. (2015) “US10354225B2 Raporu” https://patents.google.com/patent/US10354225B2/en?inventor=Sujata+Sharma&oq=Sujata+Sharma 09.03.2021
  • [5] C. Bataller , A. Jacquot, S.R. Torres “EP3215900B1 Raporu” https://patents.google.com/patent/EP3215900B1/de?inventor=Sergio+Ra%C3%BAl+TORRES&oq=Sergio+Ra%C3%BAl+TORRES, 09.03.2021
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  • [7] “US20170352041 Raporu (2017),” https://patents.google.com/patent/US20170352041A1/en?oq=US20170352041 09.03.2021.
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Developing Robotic Process Automation in Call Center Processes

Yıl 2022, Cilt: 4 Sayı: 1, 12 - 24, 30.06.2022

Öz

Automation, machine learning and information systems concepts constitute the basic dynamics of the change of business management systems today. Robotic process automation is one of the most suitable areas of use, especially since the call center processes will replace the routine work of the customer representative with an automated system. Robotic process automation; With the advancing technology, it is a technology that aims to transform the business solution in which the Information Technologies department of technology companies can act as the human resources department for robots after 2020. Robotic workflow automation; It is a solution that includes robot, orchestrator, studio and robotic desktop automation components, and automating the workflow for all repetitive routine requests (initiated specifically for the call center, corporate firms and their customers) without requiring any human interpretation. This solution combines different technologies such as natural language processing, speech analytics and image processing. The areas where RPA (robotic process automation) technology is fed by artificial intelligence technologies; interpreting incoming requests in Turkish language with natural language processing, converting call voice data into text data with speech analytics, and enabling operating systems and browsers to directly use native libraries with image processing and supporting these natural libraries. In this study, a robotic process automation example has been developed for process improvement in the call center.

Kaynakça

  • [1] Gupta U. "Project report submitted in partial fulfilment of the requirement for the degree of Bachelor of Technology" 1-32, 2019.
  • [2] Willcocks, Leslie & Lacity, Mary & Craig, Andrew. Robotic Process Automation: Strategic Transformation Lever for Global Business Services.
  • [3] C. Bataller, A. Jacquot “US9555544B2 Raporu “ https://patents.google.com/patent/US9555544?oq=robotik+process+automation 09.03.2021.
  • [4] Sharma S., Dixit S.D., Patel V., Kalmalı Z., Agrawal P. (2015) “US10354225B2 Raporu” https://patents.google.com/patent/US10354225B2/en?inventor=Sujata+Sharma&oq=Sujata+Sharma 09.03.2021
  • [5] C. Bataller , A. Jacquot, S.R. Torres “EP3215900B1 Raporu” https://patents.google.com/patent/EP3215900B1/de?inventor=Sergio+Ra%C3%BAl+TORRES&oq=Sergio+Ra%C3%BAl+TORRES, 09.03.2021
  • [6] “US2018197123 Raporu (2017),” https://patents.google.com/patent/US20180197123A1/en?oq=US2018197123, 09.03.2021.
  • [7] “US20170352041 Raporu (2017),” https://patents.google.com/patent/US20170352041A1/en?oq=US20170352041 09.03.2021.
  • [8] “US2018197123 Raporu (2017)” https://patents.google.com/patent/US20180197123A1/en?oq=US2018197123 09.03.2021.
  • [9] L.S. Çalışkan, S. Kıran “İş Süreçlerinin Otomasyonunda RPA'nın Faydaları” Yönetim Bilişim Sistemleri Dergisi 6, 1, 1-13 2020.
  • [10] Boillet, J. (2017) “Welcome to the machines”, AI Journal, n.5 pp. 1-20
  • [11] Ernst & Young “Robotik Süreç Nasıl Yapılır?” https://www.ey.com/tr_tr/consulting/how-ai-is-automating-intelligently 09.03.2021.
  • [12] S. Erdoğan, “Robotik Süreç Nasıl Yapılır?” https://keytorc.com/blog/rpa-uygulamalari-nasil-yapilir/ 10.03.2021.
  • [13] E. Uğurlu, Fintech Robotik Süreç Otomasyonu Uygulamaları http://fintechtime.com/tr/2019/01/fintech-robotik-surec-otomasyonu-uygulamalari/ 16.03.2021.
  • [14] H. Damar, Robotik Süreç Otomasyonu (RPA) Nedir? https://hakandamar.medium.com/ 16.03.2021.
  • [15] A. Djibo, “Robotik Süreç Otomasyonu Nedir?” https://worldef.net/robotik-surec-otomasyonu-nedir-en-iyi-7-rpa-cozumu/ 10.03.2021.
  • [16] S. Çetin, “Robotik Süreç Otomasyonu için Mikro Servis Mimarisinin Önemi” http://ceur-ws.org/Vol-2291/keynote2.pdf 10.03.2021, 2020.
  • [17] Akyıldız M. "Yazılım Projeleri Ölçüm Sonuçları Veritabanı Oluşturulmasu ve Yeni Yazılım Projelerinin Maliyet Tahmininde Kullanımı” Yıldız Teknik Üniversitesi Fen Bilimleri Enstitüsü, pp.1-113, 2007.
  • [18] Borandağ E. ,Yücalar F. ,Şahinaslan Ö. "Yazılım Projelerinde Büyüklük Tahmini" Maltepe Üniversitesi, Mühendislik ve Doğa Bilimleri Fakültesi, Yazılım Mühendisliği Bölümü, Maltepe Üniversitesi, Bilişim Bölümü, 2009.
  • [19] Gür Y.E. , Ayden C. , Yücel A. "Yapay Zekâ Alanindaki Gelişmelerin İnsan Kaynaklari Yönetimine Etkisi" Fırat Üniversitesi İİBF Uluslararası İktisadi ve İdari Bilimler Dergisi Cilt:3,Sayı:2,2019 pp.137-158, 2019.
  • [20] Braidotti, R. “Meta(l)morphoses: women, aliens and machines”, in Nomadic Theory: The Portable Rosi Braidotti, Columbia University Press, , New York, pp. 55-80, 2011.
  • [21] Ferrando, F. “Is the post-human a post-woman? Cyborgs, robots, artificial intelligence and the futures of gender: a case study”, European Journal of Forest Research, Vol. 43, pp. 1-17, 2014.
  • [22] Pitts, H. and Dinerstein, A. , “Corbynism’s conveyor belt of ideas: postcapitalism and the politics of social reproduction”, Capital and Class, Vol. 41, pp. 423-434, 2017.
  • [23] Romero, D., Stahre, J., Wuest, T., Noran, O., Bernus, P., Fast-Berglund, A. and Gorecky, D. “Towards an operator 4.0 typology: a human-centric perspective on the fourth industrial revolution technologies” in International conference on computers and industrial engineering (CIE46) proceedings, 29-31 October 2016, Tianjin/China, ISSN 2164-8670, 2016.
  • [24] Rose, N., Aicardi, C. and Reinsborough, M., “Foresight report on future computing and robotics”, An Ethics and Society Deliverable of the Human Brain Project to the European Commission, Kings College London, London, 2016.
  • [25] Sipp, K. , “Portable reputation in the on-demand economy”, in Scholz, T. and Schneider, N. (Eds.), Ours to Hack and to Own: The Rise of Platform Cooperativism, A New Vision for the Future of Work and a Fairer Internet, New York, Or, pp. 59-62, 2016.
  • [26] Sotala, K. and Yampolskiy, S.J. “Responses to catastrophic AGI risk: a survey”, Physica Scripta, Vol. 90 No. 1, pp. 1-35.
  • [27] Westerkamp, H. “Colliding soundscapes’, interviewed by L. Bhagat”, in Sarai Collective (Eds.), Sarai Reader 03: Shaping Technologies, CSDS/Sarai, Delhi, pp. 255-262, 2003.
  • [28] Winner, L. The Whale and the Reactor: A Search for Limits in an Age of High Technology, University of Chicago Press, Chicago, 1986.
  • [29] Albayrak A. "Doğal Dil İşleme Teknikleri Kullanılarak Disiplinler Arası Lisansüstü Ders İçeriği Hazırlanması" Bilişim Teknolojileri Dergisi, 13, 4, pp. 373-383, Kasım 2020.
  • [30] M. Noyan, https://merveenoyan.medium.com/do%C4%9Fal-dil-i%CC%87%C5%9Fleme-natural-language-processing-2d7c72daf245 10.03.2021.
  • [31] Maček, A., Murg, M. and Čič, .V. (2020), "How Robotic Process Automation is Revolutionizing the Banking Sector", Dirsehan, T. (Ed.) Managing Customer Experiences in an Omnichannel World: Melody of Online and Offline Environments in the Customer Journey, Emerald Publishing Limited, Bingley, pp. 271-286. https://doi.org/10.1108/978-1-80043-388-520201020
  • [32] Figueiredo, A.S. and Pinto, L.H. (2021), "Robotizing shared service centres: key challenges and outcomes", Journal of Service Theory and Practice, Vol. 31 No. 1, pp. 157-178. https://doi.org/10.1108/JSTP-06-2020-0126
  • [33] Golizadeh, H., Hosseini, M.R., Martek, I., Edwards, D., Gheisari, M., Banihashemi, S. and Zhang, J. (2020), "Scientometric analysis of research on “remotely piloted aircraft”: A research agenda for the construction industry", Engineering, Construction and Architectural Management, Vol. 27 No. 3, pp. 634-657. https://doi.org/10.1108/ECAM-02-2019-0103
  • [34] Santos, F., Pereira, R. and Vasconcelos, J.B. (2020), "Toward robotic process automation implementation: an end-to-end perspective", Business Process Management Journal, Vol. 26 No. 2, pp. 405-420. https://doi.org/10.1108/BPMJ-12-2018-0380
  • [35] Urbahs, A. and Zavtkevics, V. (2019), "Oil spill remote monitoring by using remotely piloted aircraft", Aircraft Engineering and Aerospace Technology, Vol. 91 No. 4, pp. 648-653. https://doi.org/10.1108/AEAT-12-2017-0273
  • [36] Duan, G., Shen, Z. and Liu, R. (2019), "An MBD based framework for relative position accuracy measurement in digital assembly of large-scale component", Assembly Automation, Vol. 39 No. 4, pp. 685-695. https://doi.org/10.1108/AA-04-2018-062
  • [37] Priyadarshi, P. and Premchandran, R. (2021), "Insecurity and turnover as robots take charge: impact of neuroticism and change-related uncertainty", Personnel Review, Vol. ahead-of-print No. ahead-of-print. https://doi.org/10.1108/PR-06-2019-0310
  • [38] Zhang, N. and Liu, B. (2019), "Alignment of business in robotic process automation", International Journal of Crowd Science, Vol. 3 No. 1, pp. 26-35. https://doi.org/10.1108/IJCS-09-2018-0018
  • [39] Huettinger, M. and Boyd, J.A. (2020), "Taxation of robots – what would have been the view of Smith and Marx on it?", International Journal of Social Economics, Vol. 47 No. 1, pp. 41-53. https://doi.org/10.1108/IJSE-11-2018-0603
  • [40] Lyne, I. Ngin, C. and Santoyo-Rio, E. (2018), "Understanding social enterprise, social entrepreneurship and the social economy in rural Cambodia", Journal of Enterprising Communities: People and Places in the Global Economy, Vol. 12 No. 3, pp. 278-298. https://doi.org/10.1108/JEC-11-2016-0041
  • [41] Boukhalkhal, S.H., Ihaddoudène, A.N.T., Da Costa Neves, L.F. and Madi, W. (2019), "Dynamic behavior of concrete filled steel tubular columns", International Journal of Structural Integrity, Vol. 10 No. 2, pp. 244-264. https://doi.org/10.1108/IJSI-07-2018-0040
  • [42] Sahu, A.K., Sahu, N.K. and Sahu, A.K. (2018), "Knowledge based decision support system for appraisement of sustainable partner under fuzzy cum non-fuzzy information", Kybernetes, Vol. 47 No. 6, pp. 1090-1121. https://doi.org/10.1108/K-01-2017-0020.
  • [43] Todorovich, P. (2009), "America's emerging megaregions and implications for a national growth strategy", International Journal of Public Sector Management, Vol. 22 No. 3, pp. 221-234. https://doi.org/10.1108/09513550910949208
  • [44] Figueiredo, E., Pais, L., Monteiro, S. and Mónico, L. (2016), "Human resource management impact on knowledge management: Evidence from the Portuguese banking sector ", Journal of Service Theory and Practice, Vol. 26 No. 4, pp. 497-528. https://doi.org/10.1108/JSTP-12-2014-0269
  • [45] Singh, J., Shani, A.B.(., Femal, H. and Deif, A. (2016), "Packaging’s Role in Sustainability: Reusable Plastic Containers in the Agricultural-Food Supply Chains", Organizing Supply Chain Processes for Sustainable Innovation in the Agri-Food Industry (Organizing for Sustainable Effectiveness, Vol. 5), Emerald Group Publishing Limited, Bingley, pp. 175-204. https://doi.org/10.1108/S2045-060520160000005016
  • [46] Rane, S.B., Narvel, Y.A.M. and Bhandarkar, B.M. (2020), "Developing strategies to improve agility in the project procurement management (PPM) process: Perspective of business intelligence (BI)", Business Process Management Journal, Vol. 26 No. 1, pp. 257-286. https://doi.org/10.1108/BPMJ-07-2017-0196
  • [47] Srnicek, N. and Williams, A. (2015), Inventing the Future: Postcapitalism and a World without Work, Verso, London. Stallman, R.M. (2015), Free Software, Free Society: Selected Essays of Richard M, GNU Press, Stallman, Boston, MA, 2015.
Toplam 47 adet kaynakça vardır.

Ayrıntılar

Birincil Dil Türkçe
Konular Bilgisayar Yazılımı
Bölüm Cilt 4 - Sayı 1 - 30 Haziran 2022
Yazarlar

Sinan Apak 0000-0002-3263-7167

Seyhan Korkmaz Akgöz 0000-0002-9940-5088

Samet Gürsev 0000-0003-2609-4095

Yayımlanma Tarihi 30 Haziran 2022
Yayımlandığı Sayı Yıl 2022 Cilt: 4 Sayı: 1

Kaynak Göster

APA Apak, S., Korkmaz Akgöz, S., & Gürsev, S. (2022). Çağrı Merkezi Süreçlerinde Robotik Süreç Otomasyonu Geliştirilmesi. Journal of Information Systems and Management Research, 4(1), 12-24.