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COVID-19 has quickly spread out to almost all countries in the world. The death toll from the pandemic has crossed 200,000 around the globe. There seems to be no sign of the number of infected and dead cases decreasing, and the situation will be getting under control despite the global effort to develop an effective vaccine and medical treatment for the COVID-19 coronavirus. 

Governments are striving to limit the economic destruction unleashed by the virus, which has left half of the human race under some form of lockdown and notified infections approaching three million.

The world’s biggest economy has been struck by the pandemic, with 26 million jobs lost since the mess began, and US leaders are under stress to find ways to handle social distancing measures.

Intelligent Automation in Healthcare

There is no doubt that Intelligent Automation in healthcare is causing a paradigm shift , and there might be value in its application to the current COVID-19 outbreak.

Automate. Unleash the power of the ‘Digital Worker

 

Combined with data analytics, Intelligent Automation in healthcare helps us to understand the COVID-19 in terms of outbreak tracking, virus structure, and disease treatment. It can build complex simulation models using coronavirus data streams for outbreak estimation. These solutions would aid health agencies in monitoring the coronavirus spread and preparing better preventive measurements.

To better understand and alleviate the COVID-19 pandemic, several articles and reports have been published online in the last few months. A few of them are discussed below.

Machine Learning can synthesize learnings

 

Advances in Intelligent automation in healthcare can help synthesize findings across reports. 

The White House has issued a call-to-action for experts to build artificial intelligence tools that apply to a new COVID-19 dataset (CORD-19). The dataset depicts the most extensive machine-readable Coronavirus literature collection accessible for data and text mining, with over thousands of articles.

Intelligent Automation in Healthcare-COVID-19

 

Sharing vital learnings across scientific and medical communities is key to quickening our ability to respond to the coronavirus pandemic.

One of the most critical and impactful uses of Intelligent Automation is in the ability to help scientists, academics, and technologists obtain the right information in a sea of scientific articles to move the study faster.

Besides modeling insights, Intelligent Automation can help in tracking the COVID-19 outbreak, identifying infected patients, improving medical treatment, and researching drug care. 

Before COVID-19, the healthcare systems around the world were focused on individual care. With the current situation, the focus has shifted from personal care to public health in the context of an outbreak. Making that shift for any health service is not easy.

They have to change how they reflect and act, a complete change of approach. Also, a common factor in epidemics is the high number of patients who arrive at hospitals all at the same time. 

How can Intelligent Automation in healthcare improve Hospital Back-office Operations?

 

The spread of Covid-19 is testing operational systems in healthcare and beyond. We have seen deficits of everything, from masks and gloves to ventilators, and from emergency room space to ICU beds to the speed and security of internet connectivity.

One healthcare organization’s purchasing team saw an 800% increase in the cancellations coming from suppliers in recent weeks. In the face of this emergency, an intelligent automation leader, a Blue Prism partner, developed a smart automation process for the healthcare organization, with Digital Workers from Blue Prism. It cancels the purchase order lines and relieves the manual burden the team is facing today. 

IA in Healthcare

Streamlining a standard, repetitive process, new Digital Workers are now able to instantly work through the high volume of cancellations, increasing purchasing efficiency, reducing response time, and helping the hospital system better serve patients.

While hospitals get ready for millions that need care, some need reassurance. 

Intelligent Automation can help patient self-triage

 

People need to find a mechanism to self-assess whether or not care is necessary without burdening the health care systems. 

There is a growing need for patient self-triage, including interactive voice response systems and chatbots. Providence St. Joseph Health System in Seattle, partnered with Intelligent Automation to differentiate between those who might be sick with COVID-19 and those who appear to be suffering from less alarming ailments. In its first week, Providence’s tool served more than 40,000 patients, delivering care at an unparalleled scale.

Self- Triage IA in Healthcare

Likewise, Florida’s Tampa General Hospital deployed an AI system to prevent individuals with potential Covid-19 symptoms from visiting patients. Through cameras positioned at doors, the technology carries a facial thermal scan and identifies other symptoms, including sweat and discoloration, to avoid visitors with fever.

Moving beyond self-triage…

How can Intelligent Automation in healthcare help Diagnosis & Detection of COVID-19?

 

In the fight against the COVID-19 pandemic, developing efficient diagnostic and treatment methods play an important part in decreasing the impact of the COVID-19 virus.

COVID-19_AI in Healthcare 

To combat the COVID-19 epidemic, early treatment, and prediction are of importance. The standard techniques are, nonetheless, usually costly and time-consuming. 

A simple and low-cost solution for COVID-19 identification is using smart devices together with IA frameworks referred to as mobile health. The deep domain knowledge of medical experts, and uses smartphones learning to record cough/sound signals as the input data. With deep reinforcement, the abnormalities in the COVID-19 disease can be quantified.

Intelligent Automation can help Clinical Decision Support

 

As the coronavirus pandemic brings people to hospital emergency rooms around the world, Intelligent Automation systems trained through machine learning can offer “clinical decision support.” 

University of Chicago Medical Center is working on an Intelligent Automation system. The system can provide real-time risk scores using data from patients’ electronic medical records (such as vital signs, lab results, and demographic information). 

In an upgraded version that uses about 100 variables, it is a finding that the amount of supplemental oxygen required to keep a patient’s blood-oxygen level up is the most predictive signal that a patient’s condition is declining. An increasing oxygen requirement is an incredibly important signal for COVID patients whose lungs are failing. 

Daniel Burke, another volunteer at the New York city’s Bellevue Hospital, is convinced that machine learning tools will help. During a shift, he watches over twenty critically ill patients on ventilators. He explains that for doctors who are not expert pulmonologists, machine-learning tools can help to make life-and-death decisions during this crisis. 

 

How do we move ahead?

 

Intelligent Automation has proved very useful for supporting outbreak prediction, coronavirus detection, and patient care.

Beyond that, Intelligent Automation can also help understand the COVID-19 in terms of virus structure and disease development. By using the datasets provided by healthcare establishments, governments, clinical labs, and patients, Intelligent Automation can leverage intelligent analytic tools for predicting effective and safe vaccine/drug against COVID-19.

Intelligent Automation is acting as an “invisible hand” in revolutionising the healthcare sector.

Reimagining healthcare practices and services will require the thought of many. 

It’s time that companies, Governments, scientists, need to come together to bring out the best technologies that apply across biomedicine, epidemiology, Intelligent Automation, and other sciences. Decisive action from these institutions’ science and technology enterprise is crucial to prevent, detect, treat, and develop answers to COVID-19.

Intelligent Automation has brought out the need for heavy reliance on automation. History proves that actions taken during a crisis do pay off during normal times. In  telligent Automation has emerged as one of the most important aspects of a crisis response strategy. IA will not just make healthcare more efficient, but enable digital transformation across government agencies and industries. How long will it take for normalcy to return? Nobody knows. But acting now will bring in short-term and long-term benefits.

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A crisis can sometimes act as an accelerant. The SARS outbreak of 2003 is often given credit for the rise of e-commerce giants such as Alibaba and JD.com. Starbucks swiveled during the global financial crisis of 2008−2009 to digital operating models that enabled them to rise and dramatically increase shareholder value. The coronavirus Armageddon is no different. In some industries, it is leading to an automation boom.

COVID drives Intelligent Automation in Logistics

While the pandemic is having a harsh influence on companies at scale, mature ones are taking a pause and rethinking their approach. The global shock is acting as a moment of truth.  According to a Deloitte study, before COVID-19, investment in artificial intelligence (AI) was already on the rise, going from $12 billion in 2017 to projected $60 billion in 2021. The trend only has gotten accelerated. COVID-19 is heralding significant investments in Intelligent Automation at an accelerated pace. 

Investment is rising for robots that can help with the delivery of anything from medicines to the grocery. Government agencies like FEMA are engaged in how drone deliveries could assist during this emergency. In retail, there is an accelerated investment and installation of kiosk ordering systems. It’s an obvious move in the era of social distancing. Similar to essential checkout functions that automation can support. 

As we look at COVID-19 shaping the new reality, let’s see how investment opportunities across Intelligent Automation can support business stability across the supply chain and logistics.

 

Intelligent Automation in  Logistics

While eCommerce was a welcome indulgence in the past, it has become crucial in our new reality. As spending time at home increases, eCommerce logistics comes under the spotlight—comprehensive automated material handling solutions for eCommerce warehouses. 

 

Intelligent Automation helps demand prediction for Inventory Management:

The most significant example is Amazon. In multiple aspects of operations at Amazon, Intelligent Automation methods such as time series prediction and reinforcement learning systems are beneficial. User demand, supplier backorders, warehouse optimization, stock levels are all guided by either machine learning or more sophisticated artificial intelligence systems. 

Intelligent Automation in Logistics

Time series is an aspect of machine learning where, in extension to the observation datasets, an added dimension of time. The additional variable of time is both a constraint and a structure that provides a source of other information.

With the human check and balances in place, reinforcement learning is another branch of artificial intelligence based on a risk and reward system that helps with inventory management. For example, the system will punish the model every time an item runs out of stock. When done right, this model can yield phenomenal results. 

 

Chatbots for Procurement

Chatbots can manage all of these through innovative automated datasets:

Conversing with the suppliers and accepting requests.

Set and follow a series of actions to the suppliers.

Placing purchase requests.

Answer doubts regarding the procurement of the suppliers

 

Unmanned Deliveries

The COVID-19 pandemic has put unimaginable pressure on global supply chains, from medical supplies to household goods, as spikes in demand stress-test logistics foundations. There is an opportunity for crewless delivery vehicles to assist in addressing this demand and help to reduce the risk of COVID-19.

In the US, Nuro, a California-based builder of crewless autonomous delivery vehicles, was granted exemptions that were necessary to operate. 

Nuro- Intelligent Automation

Back-Office Automation

To speed up the back-office operations are vital for the logistics sector. Technologies like Robotic Process Automation help the companies to speed up the back-office processes. Data-related tasks that are repeatable can be automated to save time and money. 

Using Intelligent Automation technologies, supply chain professionals can have actionable information at their fingertips. Thereby empowering them to respond quickly and focus their attention on higher-value activities like communicating with customers, suppliers, and other affected stakeholders rather than tracking information and status records. 

Back-office Automation RPA Logistics

 

Improve Customer-Service Experience

Intelligent Automation can improve the customer experience. For example, Amazon and DHL have a parcel agreement. Alexa answers questions about parcels, e.g., shipment details, whereabouts, and more. One can ask,” Alexa, where is my package?” and receive all the necessary information. 

 

Track and Warehouse Analysis

 

Automation Retinopathy

Computer Vision (CV) is a field of knowledge that is responsible for developing various ways that help computers to decipher images and videos. For example, computer vision systems can automate the barcode reading process and, therefore, accelerate and simplify it. It can also monitor the warehouse boundary and track the employees, analyze the data, and prevent violation of the safety rules. Further, a computer vision system is also able to identify who is entering and leaving the warehouse area.

 

Logistics Route Optimization

 

The current situation calls for a faster shipping process. One can use artificial intelligence to decide on the best routes. Artificial intelligence (AI) can analyze the existing path, do the track route optimization. Therefore, a company can reach better results and make more significant contributions to society.

 

Shaping the Path Ahead

 

IA in Logistics

Diane Coyle, an economist, published a book called ‘The Weightless World’, where most economic activities took place in a digital form. Isn’t the COVID situation accelerating this vision? The world of bytes and atoms is fusing. 

No one can predict the future with certainty. But the industry can be smarter by leveraging the power of Intelligent Automation technologies. Today the COVID-19 situation is creating multiple ripples within the global supply network. How can companies work towards creating a strategy that is capable of responding to such disruption?

Supply chain experts are facing the immediate challenges they are facing during this pandemic and finding ways to work through it. Intelligent Automation is helping organizations to manage better, predict, and limit the level of disruptions by building the capabilities necessary to respond to future events with both agility and confidence.

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Statistics show the number of international tourist arrivals worldwide from 2005 to 2018, by region. In 2018, there was a growth of 48% compared to 2010 and 75% compared to 2005. 

How is automation impacting hotels?

In order to ride this growth, the Hospitality  industry must continue to innovate and transform to overcome challenges of increased competition by optimizing productivity, getting processes to work smarter, and ultimately growth profitability.

Innovative and transformative solutions hold the promise of transforming the industry-technologies that will change the very essence of the business- people and processes. Technologies that will enable data analytics towards sustainability without compromising on guest comforts.

According to an Oracle study, today, 82 percent of hoteliers cite the ability to capture data that can be used as actionable insights. These can improve the guest’s journey at various touch points and drive enhancements.

Here are some ways in which Intelligent Automation in Hospitality is and will continue to reshape the travel industry in years to come.

How is IA automating Guest Journeys?

Booking.com – Tailored Advice

 

Chatbots in Hotels

Recent research conducted by Booking.com found that almost 29% of the global travelers are comfortable, allowing a computer to plan their upcoming trip based on previous travel history. 50% of those did not have a preference for a real person or a computer. 

Based on this research, Booking.com created personal booking assistants powered by an AI chat platform. The system gathers information about what a customer likes or dislikes, learns, and makes tailored recommendations. A conversational user interface enables the first line of support. Using the AI chat functionality, the Booking Assistant promptly answers queries and requests about existing reservations, property policies, and common stay-related questions. If the Booking Assistant doesn’t know the response, it redirects communications to property owners or to Booking.com’s Customer Service Team to assure a response.

Hilton – Helpful Host

Hilton wanted to revisit its entire travel experience to make it enjoyable for the guests, besides being easier and smarter.

Connie, named after Hilton’s founder Conrad Hilton, was introduced as the robot concierge. It used the computing power of IBM’s Watson and travel database to make recommendations to guests about local attractions and exciting sites.

Stationed at the Virginia hotel, Connie learned to interact with guests and respond to them in a friendly manner. Connie used a blend of Watson APIs, including Dialog, Speech to Text, Text to Speech, and Natural Language Classifier, to let it to welcome guests upon arrival and to respond to questions about hotel amenities, services, and more details. The more guests interacted with Connie, the more it learned and improved its responses.

AI in Hotels

Hilton believes that with personalized recommendations and insights through a medium like a robot, it can look at transforming its brand engagement and loyalty.

How is IA impacting process efficiency?

IHG: Tasting Prudence

 

Robotic Process Automation in Hospitality

IHG is one of the world’s leading hotel companies with over 6000 hotels and a presence in almost 100 countries. 

Every hotel works with different Online Travel Agents to receive bookings. At IHG, the commission services team that dealt with this had a very manual process. The process entailed checking the inquiries, moving back to the contracts, cross-checking across multiple systems like Salesforce before authorizing to pay the commission. 

Robotic Process Automation was deployed to enhance a rule-based process and impact a higher return on investment. Here is where IHG incorporated BluePrism RPA to improve their operations.

As a result, travel agency inquiries that took 20-30 days to respond to, on average, were answered within seven days — the inquiry processing time reduced from a thousand hours to fifty-five hours. 

The key benefits being that the responses were accurate and consistent and adequately addressed within the first time, reducing back and forth. 

 

World Hotels – Rate Monitor

World Hotels has almost 500 affiliate hotels in more than 250 destinations and 65 countries worldwide. The group offered its hotels’ distribution technology and attached a global brand to such individual hotels.

While the hotels are all high-quality hotels, not all hotels have access that is required for all the high-quality systems to stay competitive. World Hotels offered its hotel management systems that needed to be used to update rates and inventory—however, this process required to be audited.

Much manual effort was required by World Hotels to provide an overview of the process to the management.

Blue Prism, a leading Intelligent Automation product, had been set up to automatically audit hotels and sent reports to the hotel and World Hotel’s account manager as an attachment. The rolling audit was set up in a way to complete all the hotels audited over 28 days.

The automation brought about a significant reduction in operating costs, without causing any change or impact on their existing systems. It also reduced pressure on existing resources.

How is IA impacting Hospitality solutions?

AI-powered Revenue Management: Raise the BAR

 

Flights and hotel inventory is a perishable commodity. Dynamic pricing is practiced for rooms in a hotel or seats on a plane to monetize the available inventory effectively. One empty spot on a flight sector is lost money, or an empty room for a night is lost revenue. 

Revenue Management effectively studies supply and demand to price rooms intelligently and impact revenues. It has the complex task of understanding consumer behavior, considering market conditions and demographics to create a dynamic rate strategy.

With time, next-generation Intelligent Automation technologies like machine learning can define the revolution of revenue management systems. The difference between legacy and next-generation revenue management systems will be led by automated revenue and rate distribution.

Machine learning entails building and training statistical models using data inputs to classify input items or forecast output continuous values. Data science can screen multiple data points, variables like competition pricing and demand, and supply patterns to predict future price movements. 

Today, Trivago and Makemytrip have started the use of Intelligent Automation. Their systems screen through the swamp of data points, variables, and demand and supply patterns to recommend optimized travel and hotel prices.

Automated Rate & Inventory Uploads:

 

Even today, across a range of hotels, revenue managers, front-office managers manually update rates across their Property Management System. And a Channel Manager if their technology stack is not integrated with the PMS. 

Robotic process automation/ Intelligent automation in hospitality can mimic human actions. It can, thus, take an intelligent price feed using machine learning. Post that, utilizing an RPA process populate rates across the PMS or Channel Manager to distribute rates and inventory seamlessly.

The entire process freeing Revenue Manager for higher-level tasks like collaborating with distribution partners, focus on growth strategies, and manage exceptions for intelligently automated revenue management systems.

Is there enough Room for the Robots?

 

Intelligent automation in hospitality is revolutionizing the hospitality industry and changing the way hoteliers work. By 2025, many emerging technologies today will be mainstream. Robotic Process Automation will alter the hotel booking process and guest journeys in specific ways. Biometrics will enhance security; virtual assistants will be an integral part of the booking process, and robots will bring us breakfast.

Beyond robots brewing coffee, Intelligent Automation can streamline daily processes, predict trends, optimize their bottom line, and much more. 

Intelligent Automation investments can cut through costs, have an impact on enhanced revenues and impact occupancy and revenues.

 

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The voice is the very emblem of the speaker, spun into the fabric of speech (John Laver). Speaking  is the most common means of communication. According to ComScore, 50% of all searches will be voice searches by 2020. As per Gartner, 20% of all searches will be done without a screen by 2020.

onversational Voice Search

In the era of the fourth industrial revolution, Natural Language Processing (NLP) and artificial intelligence systems make it easier to fill in the gap for a conversational style of warmth and personalization that online shopping lacks.

Why is it important to pay heed to conversational technology?

 

According to IBM research, annually, 270 billion service calls are made, and roughly 50 percent of first calls go unresolved. 

Service providers feel the stress of leaving a customer angry who immediately jumps on to your social handle- to share his agony. Not to belittle the social chatter repercussions if such customer service issues do not get resolved. Social media has now become a direct line to customer service.

Social Media complaints

The age demands you to have the right strategy, the right people, instant resolutions, and the right technology to help you achieve it.

Here is where Conversational Service Automation has a massive role to play.

What is conversational service automation, and how can it help?

 

Conversational service automation is the use of digital workers (software robots) who will be able to act as an extended arm of customer service just like a human would. It means you have your digital worker attend to a customer, understand the human sentiment, know what the context of the conversation is related to (aided with data and artificial intelligence), understand the real purpose behind the behavior, and offer instant suiting solutions. 

Businesses today retain customer information, feedback, and history. Automation can combine that data insight with intelligent automation technologies like Robotic Process Automation (RPA), data analytics, artificial intelligence, facial recognition, and NLP, forming a lethal combination for offering personalized customer experiences. 

Intelligent Automation can today instantly make available data needed by voice agents- making sure they have complete access to customer purchase, transaction history, and support. 

When machine learning can support agents with the information they need, it increases the accuracy and effectiveness of dealing with the customer leading to a happier customer.

Recent Conversational service automation: Success stories

 

Conversations Brew: Evolve Customer Experiences

 

In this omnichannel world, consumers engage with brands using various paths. If a company has to develop an edge and stay ahead of its game, it needs to re-imagine their customer journeys. Integrating end-to-end customer experiences, and making them personalized, can be a game-changer! 

Conversational Technology

Conversational service automation can take you closer to your goal of creating customer delight. Starbucks has launched voice ordering capabilities within the Starbucks mobile iOS app and Amazon Alexa platform. Customers can order coffee ” on command” and pay for their items before they arrive at the store only using their voice.

There’s more beyond Conversations: A magic genie?

 

“Alexa, order my groceries.” Amazon’s Echo can tap into Amazon’s product catalog as well as your order history. You can order groceries and have them delivered to your doorstep. You can order frequently ordered items as well as have Alexa walk you through things you’ve never ordered before, without touching your laptop or phone.

Voice Search

 

Absolut Customer service:

 

Absolut wants to personalize service from the beginning to the end. When it launched, the Absolut bot offered free cocktails and let you know where the offer ran nearby. Post ordering at a location, Lyft offered you a ride back home. Sharp. The brand launched in limited cities, strategic to where their customer base was, and the concierge-like service experience was a winner in smart and excellent customer service.

“Alexa, can you predict the future?”

Conversational Commerce gains focus:

 

Imagine the convenience of having a personal shopper. Next, imagine commanding it to deliver nearly any shopping request and having it delivered.

Convenience is an absolute key for the busy, affluent “workizen” who doesn’t have time to stop by your grocery stores.

Convenience and speed are the two effective drivers for conversational commerce.

Here are some interesting statistics about voice assistants- the medium that drives conversational commerce:

68% of people enjoy the services of a voice assistant; out of which 40% use it everyday

30% of people use voice technology when compared to typing.

28% of people want to try the new technology for the sake of it.

29% of people had fun using it.

64% of people loved using voice enabled services in their car.

Google is at the forefront of conversational technology, with a market share of 62%.

Millenials are the heaviest users of voice and for businesses that target this group, it highlights an important engagement path for gaining an edge over competitors. The businesses that have taken the plunge into natural language interfaces early on, will naturally see the rewards of customers gravitating towards them.

In the months to come, enterprises that want to survive the digital transformation need to start investing in intelligent automation using natural language processing. Not only to communicate with customers but to know what they are thinking.

When brands lose relevance, or when they lose touch, they start to dwindle. Stay current. Speak ahead. 

 

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What is the Future of RPA? According to Gartner’s research, the RPA market value will exceed $7 billion by 2024, riding the strength of a 27 percent compound annual growth rate that will continue until at least 2023. 

While RPA has already had a significant impact on the industry, we are at a juncture poised to see a genuinely transformative shift in the economy as it blends with cognitive technologies. 

Cognitive technologies are a roundup of machine learning technologies designed to interact, reason, and learn in a way similar to that of humans. 

In a recent American game show Jeopardy, IBM’s Watson, a supercomputer in the cognitive category, was able to ascertain a probable answer from a question postured in the form of a pun, riddle, or metaphor. Computer science experts were amazed to learn that a computer could parse a complicated topic, understand its true meaning, investigate volumes of data, form a correct interpretation, and ring the buzzer – all as fast as a human. 

At this point of convergence, let’s understand how smart robotics ( RPA + Cognitive technologies) will evolve to support business matters moving ahead.

What does the near future of RPA look like? 

 

Future of RPA

 

Simplifying RPA:

 

Simplifying RPA has been equated to being as impactful as the launch of Excel, which changed the working style of many working communities permanently. 

No-code (Low-code) development platforms allow the creation of software through GUI and configuration (defined wizards, administrative registries) instead of traditional programming (or with less programming). 

These platforms are focused on the design and development of the data layer, business processes, or presentation layer, such as web applications. Such platforms may present entirely operational applications and require minimal (or no-) coding to extend the functionality of the application.

Low-code development platforms reduce the amount of traditional hand-code writing, facilitating expedited delivery of business applications. A common benefit is that a wider-range of human beings can contribute to the application’s development, not only those with a more formal programming skillset. These platforms also lower the initial cost of setup, training, and deployment.

An example of low-code has been Twilio Inc, a cloud communications platform as a service company based in San Francisco, California. Their latest addition, Twilio Studio, is a visual development platform that empowers developers and non-developers across cross-functional teams to build customer engagement apps, notification workflows, and more. The low-code tool facilitates business users to power with more than 1.6 million Twilio developers worldwide. 

Likewise, for the future of RPA, simplifying RPA can make it more useful to a broader community. 

Low-code and no-code tools in recent years have been an answer to the scarcity of development talent in business organizations, and as an effortless way to connect data sources during the automation of business processes.

 

Solution Convergence:

 

RPA and Cognitive Technologies

 

RPA and Cognitive automation represent two ends of an intelligent automation continuum. At the first end is RPA. In a nutshell, RPA automates repetitive, rule-based, and predictable tasks to free up resources empowering them to focus on tasks that need creativity, decision-making, empathy, and judgment. RPA technologies are dependent on human intervention for procedural adjustments. 

At the other end of the continuum is cognitive automation. Cognitive automation brings intelligence to information-intensive processes by leveraging different algorithms and technological approaches. 

RPA can get smarter with cognitive technologies like NLP ( Natural Language Processing), OCR (Optical Character Recognition), and Machine Learning. 

An example would be an automatic document management system. For instance, in an invoice, the name of the supplier will be identified, which will then trigger an action in Accounts payable without the intervention of the bookkeeper. 

In another legal document, RPA will use an NLP tool to extract data such as parties in the contract, the terms of the mentioned clause, parties impacted by a legal procedure, and how they are affected. The RPA tool will take this information and directly insert it into the ERP.

 

Future of RPA – Marketplaces:

 

RPA marketplace- Future of RPA

 

No single provider can provide all the functionality to automate the diverse number of processes in use at companies. RPA companies can not possibly build a custom solution for every process or task that will be automated, and they rely on vendors to provide customized reusable solutions. 

Marketplaces allow operating systems and numerous other platforms to extend their reach via marketplaces. Vendors provide customized and reusable solutions that help reduce implementation time, reduce programming effort, and enhance efficiency for one’s processes. 

An example of a market place is the BluePrism Digital Exchange. It has a simple goal: to make the consumption of Intelligent Automation solutions fast and easy. It creates an ecosystem of many forward-thinking companies that join hands on a journey to democratize RPA. 

Intelligent Process Automation:

 

Intelligent Process Automation- Future of RPA

In several organizations, there are seldom up-to-date manuals for the most repetitive processes. An RPA process model is hence dependent on interviews, gaining a high-level understanding of the process, check for exceptions and running pilots. 

To solve this, several companies are exploring self-learning RPA models/ intelligent automation technologies. Self-learning RPA acquires unstructured data as input and attempts at using this knowledge to automate tasks. 

Fundamentally, in the future of RPA, Intelligent automation uses tools like machine learning. With ML, robotic process automation moves beyond basic automation. By analyzing historical data, patterns are detected to deal with perceptual, sentimental, and conceptual inputs to predict better. 

 

An example for e-mails is:

-IPA can service incoming e-mail using RPA capabilities.

-Using NLP capabilities to understand the context of the e-mail, the system can then carry out the required follow up action.

-Lastly, with the help of ML, the system collects data to learn from such events to make better and faster decisions for the next time. 

 

The Next Big Wave…

 

In conclusion, the next big wave in the future of RPA will involve more of AI, cognitive technologies, and witness digital transformation across domains and industries such as BFSI, Retail, Aviation, Oil and Gas and legal

A digital workforce can promote efficiency, productivity, and foster innovation. It has to be supported, however, with a focus on cultural change to yield good results. 

The real winners in this era of digitalization are the ones who ride the wave to find what’s more profitable for them and leverage those technologies to stay ahead of the race. 

Get ready to invest in RPA, speak to our team of experts at Auro.

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On January 19th, 2019, Facebook M, the text-based virtual Assistant, ended the service after two and a half years. When it launched, Facebook described M as a “beta” and stated the human-powered Assistant would come to more users over time. But it never did. Upon shutting down the human-powered M, Facebook described it as an “experiment.”

Integrated Automation

What went wrong?

 

The free service was offered to 10,000 people in the San Francisco area, who used it to do things like book restaurant reservations, change flights, send gifts, and wait on hold with customer service. Facebook’s goal with M was to develop artificial intelligence technology that could automate almost all of M’s tasks. 

But Facebook M fell short: One source familiar with the program estimates M never surpassed 30 percent automation. Hence most of the tasks fulfilled by M required people, making it unviable for Facebook.

 

Here’s another brief story of Google’s ill-fated ‘Allo’:

 

Google Allo Integrated Automation

In 2016 Google released ‘Allo’ – a successor to Google’s Hangouts ( a hot and often criticized messaging app). 

It was packed with plenty of exciting AI-powered features. It was loaded with Google’s new Assistant, giving you conversational access to outside information like dinner reservations or sports scores. 

Allo was catapulted to the #1 position on the Google Play charts for Top Free Apps almost immediately after launching, accumulating over 5 million downloads in a week.

But two weeks later, on October 4th, 2016, Allo had fallen in the charts almost entirely off the top 100 list. Three months later, on January 31st, it wasn’t even in the top 500 anymore. What happened?

At its core, Allo was a messaging application that was timeworn and causelessly tied to a phone number, rather than an account, with limited platform support. 

As Allo’s fate hung in limbo, it was revealed that development for Allo was temporarily suspended. 

An integrated approach needs to be taken towards automation. A significant accomplishment of a company’s vision is based on the implemented automation being able to offer long term answers. 

This article is produced to focus on how integrated automation can enable businesses to improve performance and the benefits beyond labor substitution. 

 

What is Integrated automation?

 

“Don’t miss the forest for the trees”. 

Integrated automation is not about RPA or AI or analytics. It is RPA and AI and analytics. Adopt an integrated approach- only then can one truly justify the outcomes of instilling intelligent automation. 

A smart business automation strategy that integrates Robotic Process Automation (RPA) and Artificial Intelligence (AI) technologies like machine learning, natural language processing, and computer vision. The combination of these technologies allows digital workers to make complex decisions, execute complex processes, and communicate across networks. 

Let’s take the case of financial services. In a bank, RPA can be used in the back-office to automate high-volume, repetitive tasks leading to a process cost reduction. 

Alongside, machine learning and advanced analytics can help identify fraud in real-time. 

Further, chatbots and digital workers can enhance account and customer service.

Integrated Automation

 

In another instance, in advertising, RPA is used in conjunction with other technologies like machine learning, artificial intelligence, chatbots, and content moderation to identify and promote your brand.

As a brand, your RPA implementation can assist you in building relationships with consumers. For example, you might provide consumers with coupons or offers to encourage them to click your ad and buy your product.

Automated integration points to the notion that the entire process is executed without any mediation from humans.

 

How does integrated automation help?

 

Improved quality:-

Benefits of Integrated Automation

 

Well-designed integrated automated processes are programmed to follow the rules and seldom make errors. Because there are no humans involved in executing the process, there’s no risk of human error. And that makes for improved quality, consistency, and reliability.

 

Exponential ROI:-

 

Integrated Automation ROI

 

The difference between marginal and exponential ROI is implementing automation in silos versus scaling automation across an organization. While you may start with one technology as a pilot and it may work great, bear in mind that there are other technologies on the tool belt. Focus on the process and consider all technologies. Many- times, a mix and match approach may be the right solution to generate the ROI. 

Improve employee retention:-

 

Integrated Automation and Employee

 

Employees relieved from automated processes can be refocused on more fulfilling and higher-value activities. When organizations use these employees towards driving better insights, they achieve higher value for their business. It’s a win-win for organizations and employees. 

Starting with Intelligent Automation

 

Choose a platform that offers a digital workplace with scalable, reliable and resilient digital workers, supporting enterprise robotic process automation as well as supplement business process automation through machine learning, AI, sentiment analysis and natural language processing technologies. Consider Blue Prism, a highly scalable digital workforce that can be deployed in on-premise and cloud environments. The platform’s enterprise-grade architecture enables scaling, operational agility, strong governance and most importantly it is business-led and IT governed empowering the operations team to deliver business outcomes.

 

Beyond Binary

 

Integrated Automation Benefits

 

Do not think of automation in binary terms; think of it as something that happens across a spectrum. Think of an integrated automation approach.

Do not operate in a technology bubble. Several technological advancements have failed throughout history, not only due to a lack of technical issues- but also due to a lack of business need and relevance at that time. 

Don’t build in isolation. Technology is never self-sustaining. 

At a time of sluggish GDP growth and weak productivity gains—when demographic trends are starting to work against growth in a broad range of countries—automation could serve as an unexpected boon to the world economy. 

While automation at a global level can be a significant economic growth engine by helping reduce the growth gap created by a shrinking workforce, its effects will play out differently depending on the adoption scenarios for automation. 

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Governments are continually expanding and shrinking as economic shifts occur, new governments get elected, and the public’s preferences change. Despite record spending, citizen satisfaction continues to lag. 

The US budget deficit for the fiscal year ended 2019 widened to $984 billion, which was 4.6% of the nation’s gross domestic product, the highest in 7  years. The previous fiscal year deficit was $779 billion, with a deficit-to-GDP-ratio of 3.8%.

The Economists continue to raise questions about the efficacy of administrations getting chosen. 

The public sector faces the challenge of keeping costs under check while providing efficient services to the citizens and scaling to meet their ever-changing needs. It is indeed the right time for technology adoption and digital transformation

Intelligent automation has proven results in the private sector- it aids in decreasing cost and creates better results.  In the process, digital workers and Intelligent Automation in the Public Sector will revolutionize the entire process of work. 

Intelligent Automation in the Public Sector

 

Intelligent Process Automation

 

Intelligent Automation envelopes a variety of technologies that help streamline business processes. Such technology includes Robotic Process Automation (RPA), Artificial Intelligence (AI), Machine Learning (ML) and Natural Language Processing(NLP).

Intelligent Automation technologies can be bucketed as per the business objectives and level of technology sophistication achieved. 

Stage 1:- Pivots on RPA ( Robotic Process Automation)

 

Intelligent Automation in Public Sector

 

Robotic Process Automation can automate routine, rule-based processes. Back-office departments provide ideal pockets for initiating RPA. 

RPA can help an organization pace faster with processes. Data-intensive processes are right to start with at the outset. Think of data monitoring, logging in data, scheduling, exception handling, and more. 

Data entry ( order, invoice), post documents into a system, run and download reports, reconcile data, apply static business rules, and many more. 

Ideal candidates for RPA usually have high-transaction volumes, low exceptions, stable, and well-defined processes. 

Consider an example where a digital worker has been deployed for a Finance process. The digital worker can open and read an email from the supplier, print it for records, enter the Purchase Order (PO) to retrieve invoices, match the PO and the invoice, calculate tax, and complete the invoicing process. 

Another example could be Human Resources. Federal agencies employ more than 2 million workers throughout the United States. Using RPA, digital workers can complete new employees joining formalities, payroll process, and share the burden of HR professionals in onboarding employees. 

Robotic automation can also fill process gaps. From simpler tasks, such as password resets, system reboots, etc. to complex ones like license renewal, change of address, can be handled by end to end by digital workers. 

Stage 2:- Cognitive Automation

 

Cognitive technologies IA

 

As an agency moves up the IA pyramid, cognitive technologies like NLP (Natural Language Processing) can address complex interactions requiring a deep level of analytics. 

In today’s world, the number of people interacting with government agencies has grown exponentially. Interactions have moved beyond face-to-face and telephone communications to web interactions, mobile communications, and now social platforms. 

With that in mind, NLP and chatbots can provide intelligent communications across channels.

So where are government agencies applying Intelligent Automation in the public sector today?

EMMA:-

Intelligent Automation in Public Sector

Have you met EMMA? She has assisted thousands of people applying for the US work visa and US green cards over the years. 

EMMA, named after Emma Lazarus, an American poet- known for her poem on the Statue of Liberty, is a virtual assistant, an AI chatbot, for the Department of Homeland Security for US Citizenship and Immigration Services. 

EMMA is intended to help the people with requests about immigration services, green cards, passports, and any service offered by this department.

Kay:-

 

In another application, in January 2019, beginning of the tax season, Kansas got some help for its residents, adding an artificial intelligence (AI) chatbot named Agent Kay to its online tax portal.

Agent Kay can answer hundreds of resident questions and helps Kansas residents with Kansas and federal income tax and other types of filings.

Combat Casualty Care Program:-

 

In another example, Machine Learning and natural language processing exhibit patterns and efficiently guide responses. 

For instance, the “Combat Casualty Care Program”- The US Army’s Medical Department is developing wearable physiological monitors that use a machine-learning algorithm to understand the seriousness of wounds, to help medics in prioritizing treatments. 

The system works by comparing the digital record with images of a patient’s body taken with an open wound. By looking at the digital image, the algorithm can figure out which areas of the body are more severely injured, giving doctors a better idea of how to allocate the best treatment to the patient.” The medical system can then determine if the person has a more severe injury that requires surgery or hospitalization.

Solar Forecasts:-

 

Intelligent Automation in Solar Forecast

 

In another interesting application, the Department of Solar Forecasts uses algorithms, computer vision techniques, and natural language processing to predict the cost and availability of solar energy from a large number of variables.

The United States Department of Solar Forecasts is proving 30 percent more accurate using cognitive computing technologies than the ones using conventional methods.

To produce its forecasts, the Department of Solar Forecasts uses predictive analytics technologies, which allows them to analyze thousands of solar energy forecasts from across the globe.

If you are part of a government agency, where can you start with Intelligent automation opportunities?

 

Intelligent automation can be a key to several technological developments, including the ones that start small and assist with support functions. 

Look for where automation can automate repetitive tasks, where can it help and support citizen service. 

Start small. For example, look to improve efficiency.

Reduce Paperwork & Improve efficiency:

 

Intelligent Automation will reduce paperwork

 

Government employees spend considerable time in paperwork. A recent study reveals that state and local officials had trouble getting their work done in a 35-to-40 hour week due to excessive paperwork burden. 

Besides, it is not uncommon to have problems with the ability to effectively communicate with federal personnel when there are a large number of unstructured documents on the system. The result is less-than-efficient, chaotic, and messy management that adds to the costs of an extremely complex system.

Automation, including “digital workers,” provides an excellent solution here. Digital workers mimic the steps taken to complete various tasks- fill out forms, purchase orders, cutting and pasting information from one spreadsheet to another, accessing multiple databases- accurately and rapidly. 

Reduce Backlogs:

 

The Social Security Administration had more than a million cases pending at the end of fiscal 2016. The problem multiplies since it expects one-third of its total workforce, nearly 22000 employees, to retire by 2022. 

Robotics and cognitive automation can address all these pain points- resource restrictions, reduce paperwork responsibilities, and backlogs. 

Augment human efforts :

 

IA can augment human efforts

 

Think of the Digital worker as an assistant. A virtual worker who can free you up to accomplish higher-value work. That brings immense value to the personal roles of employees and growth. 

Digital workers are here to augment the jobs of employees who today stay stuck onto swivel-chair activities. 

In the public sector, RPA can truly drive purpose outcomes. Several federal agencies – like Treasury, NASA, and the U.S. Army – are already putting RPA to use. Define your goal and then prioritize automation on how it can assist you. 

Embrace the digital worker. Its sole purpose is to redefine the value that an employee can add to the organization; subsequently, the organization can add to the ecosystem. 

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Trends and insights in intelligent automation

 

In the present day, automation software has become a necessity rather than a luxury. Its widespread use is optimizing employee time and work, and leading to immense resource savings. What are the trends and insights in Intelligent automation?

PwC believes AI will add nearly $16 trillion to the global economy by 2030, and 20 % of companies surveyed are already planning to incorporate AI throughout their companies next year. 

As 2019 moves ahead into 2020, this is the point to take a peek at some trends and insights in intelligent automation specifically concerning business strategy.

Automation Trends

Learning where to begin and connecting the dots

 

Automation comes in many forms, and new solutions are being developed at break-neck speed. Organizations will evolve to work towards an entire automation strategy that connects the dots of an automation ecosystem and figure out how they can make the most out of these powerful tools.

Digital Transformation Trends

Organizations thus far have been still struggling with deciding where to start within their automation journey. Robotic Process Automation or RPA has been suggested as the entry door to automation- given that it has a relatively quicker ROI. However, it is still being implemented in silos, limiting its real value. 

As companies learning about trends and insights in intelligent automation, they will mature and move towards working out a plan on how automation is going to fit within the organization and help achieve business objectives. 

Focusing on the customer instead of what automation to use ( or which one may seem in vogue) may be the answer. 

Convergence between Unattended and attended automation and AI

 

IA (Intelligent Automation) Trends

A few years ago, some players started with automating back-office operations and gained a muscle in unattended RPA. These were fully automated scenarios implementable at the enterprise-scale and required no human interventions. 

On the other hand, RPA platforms were focusing on automating front-office operations or attended RPA. These mainly include digital workers working alongside humans and deployed on employee desktops.

Over the years and moving ahead, we see more and more the meeting of the unattended and attended RPA. Effectively and efficiently automating both front-office and back-office operations. 

Firms will expand RPA to broaden the product to scope in AI technologies that can have a transformative impact. RPA and AI technologies will combine to create business value.

Governance gains Focus

 

Trusting machines or not? When introducing newer technologies, organizations struggle with trusting digital workers. Part of the problem is that digital workers need to have access to business data. In many cases, this data may be sensitive and protected. Top that up with access to passwords, because they will need to use an organization’s credentials. 

RPA Trends

 

Governance is an important area that gains focus to address what can digital worker access and not access. Having an audit trail to the tiniest detail and involving a risk assessment done on what can go wrong and how one can plan to manage this gains importance.

Gaining order from chaos

 

There is chaos over change management, unpredictability, control, and auditing. Many otherwise, successful organizations have struggled to establish the optimal combination of their present teams and technologies with the transformative energy of robotic process automation (RPA) and artificial intelligence (AI).

Some trends and insights in intelligent automation observe centers of excellence fall into place. Organizations embrace orderliness.

Trends in Automation

 

Automation is not just a technology journey; it is a transformation of people, culture, and the character of work. Automation CoEs will ensure that the organization braces the resultant human change while ensuring that automated processes run smoothly.

CIOs take center stage

 

Moving forward, more CEOs, CIOs, and CMOs will come to terms with the scope of the complexity of a digital transformation and the criticality of its resolution to shape the fate of their companies. 

Companies try to figure out how they can benefit from digital transformation – from a strategic and operational standpoint. CIOs sit at the center of the tornado. They have the challenge of addressing aging systems while harnessing the potential of a wide range of new powerful technologies and maximizing value. 

Trends in IT

Testing new technologies, creating a digital governance ecosystem while enhancing customer experiences are highly complex and interdependent challenges. 

The CIOs will lead to manage this vital initiative- building teams, empowering teams to handle much of the day-to-day-as they build the technology model that drives customer value.

Robots Reimagined

 

We look forward as firms lay more potent building blocks to harness the potential of automation. RPA and AI technology innovations will combine to create enterprise excellence while serving as a testbed for more far-flung implementations of AI.

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People are a part of the system, not just users of it.

 

In June 2009 a flight crashed in the Atlantic Ocean on its way from Rio de Janeiro to Paris, killing all 228 onboard. When automated systems malfunctioned, the pilots found themselves unable to take over and keep the plane up. They accidentally put the aircraft into a dangerous stall and were unable to use “old-school” methods to bring the aircraft under control. What then is the ideal human and machine balance?

Considering the pilots relied heavily on automated systems-the FAA ( Federal Aviation Administration) later developed standards to ensure pilots receive adequate training opportunities to build, maintain, and demonstrate manual flying skills. 

As the use of algorithms and automated systems progress in the future, processes should be sketched to allow human employees to take over if systems fail and ensure that employees are trained and equipped with the skills to do so.

Panic over Job Losses

 

Job Threat with RPA

By 2017, Amazon had more than 100,000 robots working in its warehouses, augmenting the human workforce. Some customer service centers use artificial intelligence (AI) to interact directly with customers, or to assist human operators—for example, by recommending possible answers to a customer’s query.

The latest ripple of automation has driven anxiety among the industry. Policymakers express concern over a growing economic divide, in which workers with the right skills receive the benefits of automation, while robots supersede those with inadequate training and increasingly left out of fruitful jobs.

But is it a novel concern?

 

In the 19th century, Spinning jennies in England transformed the weaving industry and sparked similar resistance. In the 1960s, the U.S. government created a task force to study the impact of technology on livelihoods. 

“If we understand it, if we plan for it, if we apply it well, automation will not be a job destroyer or leave a family displaced,” President Lyndon Johnson said at the time.

People are our greatest asset

 

People Vs AI

That is the truism of today’s economy. But was it always the case? A hundred years ago, employees and cogs in a machine were regarded interchangeable. The difference between an outstanding worker and a mediocre one wasn’t remarkably significant. 

Conversely, in today’s age, creative and collaborative talents are essential to delivering value. 

In the yesteryears, human talent was mainly about the logistics of personnel administration, tracking hours, pay, and benefits. But in the digital age, worker engagement is an integral differentiator.

Many organizations genuinely recognize the value of their people, and they are working towards creating a fulfilling employer-employee connection. 

The Human and Machine Balance

 

The Human and Machine Balance

Technology advances are reshaping the future of work. And yes, humans and machines can work effectively together. A pairing of the human and machine balance can design impactful workspaces. Machine and Human

 

So what Jobs will Shine with automation?

 

The Creative Roles- 

 

Creative Jobs in the age of Automation

Consumers are not satisfied today with the ordinary. They look for authenticity and uniqueness in a brand offering. They look at a connect with the brand- the one that leaves them feeling good after a purchase. That is where creative talent in a business model is put to use. 

Tailored products with a purpose to drive customer experience with their products or services. 

For example, In early 2018, the creative brain-child of Swedish furniture and home goods retailer IKEA launched ‘Co-Create IKEA,’ a digital platform encouraging customers and fans to develop new products.

Beyond market advantages, this initiative helped them create a community of loyal customers. 

 

The Emotional Intelligence Roles-

 

Emotional Intelligence RPA

If done well, a human and machine balance can produce better resolutions than either the digital or human behaviors could have created alone.

For example, 

Sales Managers need a high level of emotional intelligence to the network, collaborate with customers, industry peers, encourage sales teams and meet targets every month. 

Automation can make their job much more manageable and smarter by assisting them with data analyses, interpretations, and sharing trends. The role stays clear of being replaced by automation. 

Similarly, Human Resources, Marketing Managers, Leadership roles will always need a human at the helm of its teams to greet unseen humane problems and approach them creatively. 

Existing Roles may get reshaped.

RPA customer satisfaction

Redesign customer service roles:- 

Let’s examine a case where a customer service representative is speaking with a client. While the customer service representative in the telecom, healthcare, insurance or retail industry speaks on the phone, the machine could decipher the conversation, automatically flagging relevant information as may be needed. Simultaneously, AI could suggest tactical solutions to the service representative. The officer in point, can genuinely focus on the conversation, provide empathy to the listener, and discover his underlying needs- enhancing the speed of service, and improving the expanse of service. 

Tech-Powered Future Jobs

 

RPA Powers Tech Jobs

Let’s picture a tech-powered Transport Operations Manager. The technology could enable the transport system of a city to run autonomously. A Transport Operations Manager would deal more with exception handling. If there is an accident, the machine might suggest a mitigating action- the approval of which will be at the dispersal of the transport manager. The human judgment, in combination with the system, will offer fitting solutions

Gig Workers

 

RPA shaping the Gig Economy

The definition of a ‘career’ is changing. Skills and expertise have more fleeting shelf lives. People that are entering the workforce today, pivot through unique pathways obtaining new training and accumulating new talents, not looking forward to a lifetime of a 40-year career in the same job. 

Likewise, the cloud infrastructure is allowing people to access a pool of talented resources and pay exactly for the resources they need and when they need them. 

The employer can look across the spectrum of specializations, and match tasks to in-house staff while reserving some for contractors or gig workers. 

The Government of Canada (GC) is running toward this model in its GC Talent Cloud initiative. It is building a digital marketplace of prequalified people who possess talent in many different fields.

A fresh season of opportunities

 

Opportunities with Automation

Today creativity and collaboration are essential. Today decision-making is rooted in data, not just intuition. Value creation in the future isn’t possible by spikes in performance by individual performance, but by putting together a team supported by technology to bring out the best in humans. 

Automation, AI, and other emerging technologies can have a moving impact on the performance, comfort, and well-being of field and frontline workers, who often face different challenges than office workers do.

The potential is enormous. To grasp a brighter future, however, we need to realize that we have the power to change for the better. 

 

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In 2019, it is hard to find a business that is not already executing RPA or sincerely weighing about getting started soon. While Robotic Process Automation (RPA) moves towards a significant breakout, several other robotics programs have been on hold. Many implementations fail. However, many programs report substantial success. Successful implementations think through the entire project of digital transformation, not just focus on the one RPA element.

As we are heralding the start of the next industrial age, let’s walk through some valuable lessons. 

What is RPA (Robotic Process Automation)?

 

If you have a human being performing keystrokes on a keyboard, you can register what that human is doing — the mouse movements and keystrokes, and build a digital worker or a software robot around it. 

Keystrokes RPA

It rests on top of other applications, needs no specialized hardware, and serves well in almost all IT ecosystems. The cost of a globally sourced employee maybe thrice the price of a fully-loaded robot, making Robotic Process Automation attractive. RPA is particularly suitable for processes with a high human error rate.

The Quest 

 

RPA Journey

The successful implementation of Robotic Process Automation entails a complete and comprehensive approach. While RPA offers an opportunity to accelerate business strategy, it’s implementation must consider all aspects of the business aligned to the vision. Understand the company’s holistic automation capabilities. People, process, and technology must be aligned. There must be a business case for stakeholders and sponsors who approve of the initiative.

One feasible way to begin is with a pilot that allows you and your organization to become familiar with RPA. To begin, lead an evaluation of the potential process candidates for automation, document the resulting cost-savings and effectiveness, confirming whether or not RPA is a good fit. 

Workforce Planning

 

Once implementation begins, identify advocates with a vision to promote the new technology. Progress to RPA may require a change in working patterns to enable the efficient use of virtual teams and increase faith in technology. Stakeholders must be aware of how RPA will serve them directly. Will it provide them more flexibility,  enhance autonomy, or enable them to focus on more demanding and value-adding tasks? 

EstWorkforce Planningablish digital governance. Digital governance is a framework for establishing accountability, roles, and a span of control for an organization’s RPA program. It is crucial to have a center or excellence in implementing an RPA program successfully. A CoE will also help in process redesign, manage future RPA demand, and communicate with stakeholders. The CoE should have senior leadership and champions who believe in RPA.

Human & Digital Working Together

RPA- Human

Presenting employees the opportunities of Robotic Process Automation will encourage their acceptance rather than resistance. It is essential that all employees understand how RPA will reshape their roles and contribute to the company vision.

Incentivize the use of RPA and direct at continuous cataloging of more RPA possibilities.  Seek suggestions from employees — setup a demand management process to plan and manage the current RPA processes and future ideas.

Understand your Need for RPA

This infographic will serve a CIO who has settled on robotics or planning to adopt RPA interact with it in a meaningful way.

Do I need RPA

 

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