Time Savings in Technical Support
Updated December 14, 2023

Time Savings in Technical Support

Anonymous | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User

Overall Satisfaction with IBM Robotic Process Automation

We know that RPA services can be a necessary investment to significantly improve the tasks and jobs that are being carried out in our facilities and in the cloud. These jobs must be automated with IBM bots in order to obtain the desired performance. Currently, the impact these on-premises automation have on performance is much less in cloud deployments; In the facilities, we have only implemented a few bots, but in the cloud, we have already managed to automate almost 65% of the tasks; this translates into savings in working hours and in the budget allocated to a large number of applications.


  • Building a bot quickly and without code, this means that its implementation can be developed without having previous experience.
  • Solving some technical problems is easy if you can create chatbots that can respond to most customer requests.
  • Bot management is a simple task if we are clear about the characteristics of its metrics.


  • I don't see a problem with IBM Robotic Process Automation, it is important for our company especially to solve the problems of errors in the cloud and in the resolution of technical problems.
  • In two years all your investment can already be recovered considering that IBM Robotic Process Automation is easy to implement in the cloud.
  • We no longer require 100% of staff answering customer questions, chatbots do 90% of this job.
We already have more than 20 chatbots in operation in each department, which has required increasing self-service processes with direct customers who may require the provision of data regarding each department. The chatbots for the warehouse and supplies department perform the task of uploading data from the sales codes of the products to supplies to the suppliers in an automated way, this is an advance in reducing time.
Chatbots are what save the most time for technical support and self-service, around 6 hours are saved per day in automatic responses to customers and also for loading data from different providers, automated responses are always sent on different portals, if we save a lot of time in self-service.

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An RPM expert can use all the software on the market without any problem, but for some inexperienced users it can be very difficult to use certain products on the market... This does not happen with IBM Robotic Process Automation because it is very intuitive and in general, all users have managed to implement the bots at some point. I consider it the best in terms of its ease of use and also thanks to its enormous reach in technical service applications.

Using IBM Robotic Process Automation

  • Sending forms to suppliers directly from third-party messaging tools.
  • It is decisive at the time of simple repetitive jobs that take away important work time.
  • At the moment we have 35% automation and we are going to increase this automation to reach 70%.


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