Driving End-to-End Automation with Flowable’s New RPA Connector

Summary

Flowable’s upcoming release (version 3.17) introduces a new, out-of-the-box RPA connector designed to simplify automation integration. While integration with RPA tools through APIs has always been possible, this new connector marks a significant step forward in Flowable’s commitment to delivering a comprehensive automation and orchestration platform rooted in the principles of BOAT (Business Orchestration and Automation Technologies).

With this enhancement, businesses can seamlessly automate repetitive, rule-based tasks by leveraging software robots (bots) alongside human employees, orchestrating complex workflows with greater efficiency. Importantly, Flowable continues to support existing RPA tools through its Service Registry and custom Java code, ensuring flexibility for diverse automation needs. 

Takeaways

• Flowable 3.17 enhances automation with a new RPA connector.

• The RPA connector is based on the integration with the open source RPA Framework, aligning with Flowable’s focus on open standards for flexibility and transparency.

• Flowable supports both attended and unattended RPA, as well as hybrid models.

RPA in Flowable: Expanding automation with open standards

RPA refers to the use of software robots to perform repetitive, rule-based tasks, including data entry, transaction processing, and automating customer interactions.

Flowable has always championed open standards like BPMN, CMMN, and DMN. In this vein, we are excited to introduce RPA integration via the RPA Framework, an open-source suite of tools for automating tasks. This integration reinforces Flowable’s commitment to giving businesses flexibility and control over their automation processes.

Where does RPA belong in the automation journey?

RPA is not a new concept. For years, it has been possible to write robots—essentially small programs—to automate parts of processes that were previously handled by humans. These robots typically mimic human actions, such as clicking buttons or uploading files. However, they have traditionally not been part of fully automated and orchestrated business processes.

With Flowable 3.17, users will be able to orchestrate robots within BPMN and CMMN models. These robots can take full advantage of the capabilities provided by the RPA connector and its plethora of existing libraries, opening up new possibilities for automating tasks that previously required manual input. This is especially valuable for legacy systems without APIs, enabling automation while freeing human workers to focus on higher-value tasks.

Types of RPA: Practical integration in Flowable workflows

Typically, there is a distinction between attended, unattended and hybrid RPA. Let’s explore these categories:

Attended RPA: These bots are activated by human actions, working alongside users. For instance, a bot can assist a customer service agent by retrieving customer information while the agent makes decisions during a call. In Flowable, this simply means that a human needs to take an action before or after, e.g. by executing a user task, clicking a button or reacting to a mobile phone notification.

Unattended RPA: These bots function without any human intervention, automating tasks like data validation or processing transactions. In Flowable, unattended bots are simply integrated as a form of automated Service Tasks that run automatically in the background, often handling back-office operations like updating records in an ERP system.

Hybrid RPA: This combines elements of both attended and unattended RPA. For example, a bot may handle a process end-to-end but pause for human review or approval at key stages. In Flowable, hybrid automation flows are achieved through a combination of User Tasks and Service Tasks, enabling smooth transitions between human oversight and autonomous bot actions. In fact, most interactions with a bot will use a hybrid approach.

By treating RPA tasks as just another part of the workflow, Flowable simplifies the integration of automation, allowing you to place bots wherever they are most effective in the process.

Example: Handling complaints and automating customer data sync in CRM systems

Consider a legacy CRM system that doesn’t provide API integrations. To automate data entry, a team of business users developed an RPA bot capable of searching for and updating customer records. This automation removes the need for manual data synchronization, ensuring customer information stays current and allowing staff to focus on higher-value tasks. However, on its own, it is just another tool, often becoming part of what is known as “Shadow IT.”

In the diagram below, we illustrate how Flowable can integrate and orchestrate such a bot as part of a larger business process. This process leverages AI to extract content and uses Flowable Forms to capture input when necessary, creating a strong example of a hybrid automation approach.

The process is triggered as soon as a new email is detected in an inbox (using the Flowable Event Registry). The email's text is extracted and passed to an AI service (e.g. a Large Language Model) to extract customer details, such as the email address, first and last names as well as the content. An RPA bot then searches the CRM system for existing customer records by interacting with the user interface. If no customer is found, a user manually inputs the necessary data in Flowable Work, and another bot creates a new customer record in the CRM system, simulating the actions a user would normally take.

After this, the AI service analyzes the customer inquiry to derive the intent and drafts a response. The draft is then reviewed by a human user, and once approved, Flowable sends the final response via email.

This setup demonstrates how Flowable enables businesses to integrate hybrid RPA, AI, and human intervention for efficient automation, even when direct APIs are unavailable. Importantly, human input can be introduced at any point in the process, ensuring a flexible approach that maintains customer satisfaction.

If you’re curious about how to implement such a scenario, keep an eye on our blog, where we’ll soon explain how our new RPA integration works.

Conclusion

Flowable’s new RPA connector marks a significant step forward in business automation. By allowing RPA to coexist with human tasks, Flowable enables organizations to streamline operations and optimize their automation strategies. This integration enhances operational efficiency and supports the continued adoption of open standards.

Moreover, Flowable plans to introduce integrations with additional RPA tools and platforms, further expanding its automation capabilities and ensuring businesses can tailor their solutions to meet specific needs. As these integrations develop, organizations will have even more opportunities to scale and adapt their automation efforts effectively.