Implementation of Rpa As A Complement To Traditional Systems In Customer Service

Robotic process automation (RPA) is an emerging technology that is being adopted by companies to automate their processes; therefore, the objective of this article is to determine the influence of an RPA software on the cus-tomer service of the pharmacy "ROSFARMA". The sample consisted of 354 clients, using the Scrum methodology supported by the UiPath tool. The im-plementation of RPA software achieved that the attention time indicator was reduced to 71% equivalent to 199 seconds, on the other hand, the customer satisfaction index indicator increased to 4 which is equivalent to good ac-cording to the Likert scale. Therefore, it is concluded that RPA software positively influences the customer service process.