Top 7 RPA Customer Service Use Cases in 2025

RPA improves customer service by automating tasks like data retrieval and call routing and easing the workload on support teams. However, the need for human interaction remains a challenge in some situations.

See its benefits, use cases, and challenges of RPA customer service:

How does RPA improve customer service?

RPA bots can replicate human interactions with GUI elements and complete repetitive rule-based tasks such as answering FAQs, downloading customer emails, or fetching answers from the database (e.g., prices, shipments, troubleshooting). Therefore, RPA improves customer service by:

• Data Collection: This process automates the collection of customer data, providing valuable insights for business decision-making.
• Consistency and Response: This guarantees uniform and prompt communication, enhancing the overall customer experience.
• Minimized Data Errors: This approach improves data accuracy by reducing mistakes originating from duplicate files or unverified information.
• Round-the-Clock Service: The system ensures 24/7 availability, allowing customers to receive assistance at any time.
• Reduced Workload for Support Teams: It alleviates the burden on support agents, enabling them to concentrate on more complex or high-priority issues.

RPA use cases in customer service

RPA can be used to automate numerous tasks in customer service, such as:

1. Aid customer representative agents

RPA bots can retrieve customer-specific information, such as purchase history or previous complaints, and provide it to representatives in real time. This enables agents to understand customer needs and resolve issues efficiently. Research shows that 63% of customers expect agents to be well-informed about their prior interactions, making this use case crucial for enhancing satisfaction.¹

2. Create a customer account

Instead of manual entry, RPA bots can extract customer details from recorded conversations or forms and populate CRM systems. They can also validate payment information with bank databases and send notifications upon successful account creation, saving time and reducing errors.

3. Manage customer refunds

RPA bots automate the refund process by extracting customer inquiries from emails or ticketing systems. The bots initiate refunds, verify details, and notify customers via email or text once the refund is processed..

4. Resolve rule-based issues

Issue information can be collected and input into the ticket system either via RPA bots or AI-based customer service chatbots. RPA bots can access the ticket database and automatically resolve simple customer issues such as:

5. Update CRM data

RPA bots are capable of integrating data from multiple sources, including emails, reports, and surveys, to update CRM systems. Maintaining accurate customer records can enhance decision-making and customer relationship management within businesses. Furthermore, bots can prioritize issues based on severity, which facilitates timely resolutions.

6. Report customer complaints

Using AI (Artificial Intelligence), NLP (Natural Language Processing), and OCR (Optical Character Recognition), RPA bots can interpret customer complaints from text or email, categorize them, and create detailed reports. These reports can:

• Be routed to appropriate customer service teams.
• Help detect recurring issues for process improvements.
• Be logged for compliance and audit purposes.

Advanced bots equipped with AI can prioritize complaints, schedule follow-ups, and assign cases to relevant teams based on urgency or complexity.

AI-enabled RPA can solve more sophisticated customer issues, such as:

• Leverage NLP to detect customer intent in an email or text and route it to the designated customer service rep or IT employee.
• Rely on ML classification algorithms to understand the importance of an issue and prioritize technical support or customer reps’ calendars accordingly.

7. Automate email responses

RPA bots can fetch data from multiple sources to draft personalized email responses. Examples include:

• Logistics Database: Delivers real-time shipment tracking updates, enabling customers to monitor their orders’ progress from dispatch to final delivery. It includes detailed information such as estimated arrival times, current location of the shipment, and any potential delays, ensuring customers are kept informed throughout the entire shipping process.

• FAQ Database: Designed to address a wide range of customer inquiries efficiently. It includes detailed information about store hours, locations, and specific services offered at each store. It also covers frequently asked questions about return policies, payment options, and contact information, providing a thorough resource for customers seeking assistance.

• IT Documentation: Valuable resource for troubleshooting product issues. It includes step-by-step guides, FAQs, and solutions for common technical problems, as well as detailed product specifications and maintenance tips. This documentation empowers users to resolve issues independently while also offering information on how to escalate concerns if needed.

• Marketing Database: Communicates current promotional offers and discounts. It includes information on seasonal sales, exclusive online deals, and loyalty program benefits. Additionally, it provides insights into upcoming products, marketing campaigns, and targeted promotions, ensuring customers are aware of the latest opportunities to save while shopping.

Bots can also send confirmation emails for ticket closures or refunds, ensuring customers are informed throughout the process.

Challenges in RPA adoption for customer service

While RPA streamlines customer service, its adoption is not without challenges:

• Preference for Human Interaction: Many customers still favor live agents for their perceived ability to understand complex issues better than bots.²
• Adoption Resistance: A significant portion of users exhibit reservations about utilizing automation for managing sensitive inquiries. This apprehension often stems from concerns regarding the accuracy and reliability of automated systems, as there is a widespread perception that personal and confidential information could be mishandled or processed improperly.

Nonetheless, with the increased adoption of automation in customer service, users are becoming more accepting of chatbots or RPA bots. They state that “they don’t care if they’re helped by an AI tool or a human, as long as their question gets answered.”

FAQ

For more on RPA

To explore RPA benefits and use cases in different industries, feel free to read:

• Our in-depth article where we compiled 15 benefits from reputable resources.
• Our data-driven articles on:
  • RPA Healthcare
  • RPA in finance and RPA accounting
  • RPA Cybersecurity

If you believe your business will benefit from an RPA solution, feel free to check our data-driven list of RPA vendors and other automation solutions.

External Links

• 1. https://c1.sfdcstatic.com/content/dam/web/en_us/www/documents/research/salesforce-state-of-the-connected-customer-4th-ed.pdf
• 2. New research Reveals 75 percent of Customers Still Favor Live Agent Support for Customer Service vs 25 Percent Self-Service and Chatbots | Business Wire. Business Wire