Types of robotic automations

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Understanding the types of automations that you can create / This is the approved revision of this page, as well as being the most recent.
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Types of robotic automations

Description Learn about the two types of automations that you can create with Pega RPA.
Version as of 19.1
Application Pega Robotic Process Automation
Capability/Industry Area Robotic Automation

Understanding the types of automations that you can create
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Note: If you are using version 22.1, see Attended and unattended automations.

Types of robotic automations

While the tools that you use and the way you build automation are the same, there are two types of automations that you can build:

  • Unattended automations
  • Attended automations

Unattended automations

Use unattended automations to automate repetitive and unattended back-office activities directly from your Pega Platform application. Using robotic process automations can help you process large volumes of cases in batches faster and with fewer errors, compared to manual handling.

For example, you can queue an automation to process one or more stages of an automobile insurance claim. After a claim is submitted, the claim can immediately be routed to a robot, which runs an automation that analyzes the information submitted with the claim, looks up and verifies policy holder information, and updates web and desktop applications with case information.

When you use automations with your case type, case assignments are first routed to robotic work queues. A robot retrieves the assignment from the queue, gets the case data associated with the assignment, and performs the specified automation. After it processes the assignment, any modified data is sent back to the case, and the robot retrieves the next assignment to process.

Attended automations

Use attended automations to integrate and automate processes on the desktop. With attended automations, you can perform the following tasks:

  • Synchronize all your desktop applications with a customer's account information
  • Automatically launch or close applications.
  • Send updated customer account information from your Pega Platform application to one or more web or desktop applications.
  • Streamline users' workspaces. By automating communication among various desktop applications, users do not need to switch among many applications to update information.

Automations can during preprocessing to retrieve information from desktop applications and then display that information in a form in the application.

For example, in a Call Center application, when a customer service representative (CSR) accepts a call from a customer, an automation runs on the CSR's desktop. The automation retrieves the customer account information from a legacy application that is running on the CSR's desktop and returns and displays the account number and related information in a window in the Call Center application.

You can also run an automation to send information that users enter in your Pega Platform application to an automation, which then sends the information to applications that are running on the user's desktop.

For example, a customer can dispute a transaction. The dispute information can be automatically sent to the legacy application, which acts as the system of record for disputes and in which back-end workers work to investigate and resolve billing disputes.

Choosing between an unattended or attended automation at design time.

For more technical information on how to choose the type of automation when initially designing your automation, see Unattended vs Attended robots: Which to use?