Released at the end of 2022, OpenAI’s ChatGPT has been described as a revolution in the use of artificial intelligence, now accessible to everyone. While most discussions focus on how private users apply it, many companies are considering how to leverage its capabilities in their own operations. SAIO S.A., part of the ING Group, is implementing a strategy to build a universal automation tool and has decided to integrate ChatGPT for the first time with its business process automation (RPA) platform. This enables companies to benefit from a wide range of process improvements—not only those based on rules but also other areas where artificial intelligence can be applied.

Currently, SAIO robots perform repetitive tasks on behalf of employees across many different departments such as accounting, finance, controlling, HR, procurement, sales, and customer service. To implement a robot, an employee who identifies potential for hiring their virtual assistant can (without the need to involve IT specialists) deploy the automation themselves or use consultant support in just 2–3 weeks.

First tests of integrating ChatGPT with process automation robots

SAIO has completed the testing phase of integrating ChatGPT with the SAIO RPA system at one of its clients—a company with a customer service department. Experts from the ING Group subsidiary powered the OpenAI chatbot with sets of data and documents. As a result, after automation, the SAIO robot can respond to queries in real time. SAIO plans to fully implement this new tool as a regular service in its portfolio in the coming months.

“ChatGPT has almost become a household name, yet there is still little discussion about how it can reduce business operating costs. As a company that develops RPA systems and helps businesses save time and money, we began testing its use in applications for our clients. The tests were successful, so we are already planning to implement it as an integral part of our solutions, based on next-generation technology—Large Language Models. We believe that when fueled in the right and verified way with reliable client data, such AI models can further streamline company procedures and safely generate significant daily savings. This is especially valuable in economically challenging times of inflation and global market turbulence, which many industries in Poland and worldwide are currently facing,” says Przemysław Lewicki, CEO of SAIO Sp. z o.o.

ChatGPT can provide real support across different sectors and company departments

SAIO experts give several examples of how language models like ChatGPT—combined with RPA systems—may be used in different business areas in the future:

• Companies can use ChatGPT for customer service, providing real-time support through a chatbot. Thanks to natural language processing (NLP) capabilities, ChatGPT can quickly and effectively respond to customer queries and information requests.
• With ChatGPT’s help, robots can quickly analyze and respond to complaints. ChatGPT drafts an appropriate reply, which is then verified by the robot along with the customer service department before being sent to the client.
• ChatGPT can automate repetitive recruitment tasks such as screening CVs, scheduling interviews, or even onboarding new employees. Automating such tasks allows HR specialists to focus on more strategic activities and shortens the time required for specific procedures.
• ChatGPT can provide employees with instant access to training materials and answer questions about workshops or development programs. HR specialists can also automate administrative tasks with ChatGPT, including scheduling training sessions or sending reminders to employees about upcoming events.

Industry reports confirm: business automation is a global trend and an answer to companies’ complex IT systems

That business process automation is already an integral part of many companies’ strategies is confirmed by data presented in the latest global report* from Everest Group. Everest Group is a research company specializing in, among other things, RPA and bringing together the largest providers in this sector (including SAIO, which since 2022 has been the only Polish company included in the annual RPA Products Peak Matrix® Assessment report). While in 2021 the RPA sector was valued at $2.4 billion, by 2024 it is expected to reach nearly $5 billion globally. According to SAIO experts, global businesses discovered the power of automation particularly during the pandemic, when process automation made it possible not only to maintain but sometimes even to increase company revenues despite a difficult macroeconomic environment.

“The automation we propose is not only about saving costs in tough times for businesses but also about addressing the challenge posed by the multiplicity and complexity of IT systems in Polish and international companies. If an employee—without involving IT—can deploy and manage a bot that automatically performs repetitive tasks for them while eliminating human errors, the benefits are obvious. Moreover, implementing such a bot usually takes only two to three weeks. In this context, we are a counterbalance to large, expensive, and difficult-to-implement IT systems, which often worry managers of both large corporations and SMEs. At the same time, we do not impose any additional burden on the company’s existing IT systems and architecture. Our robots are, in fact, a simple answer to everyday business challenges. That’s probably why we have already implemented more than 2,000 bots,” adds Przemysław Lewicki of SAIO.

*The rise of smart digital workers – Robotic Process Automation (RPA) / State of the Market Report 2023