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Are you READYRobots in Contact Centers
for the next wave?
Sheri Greenhaus
Managing Partner and Founder
CRMXchange
Naresh Kothari
Sr. Director – Business Development (Americas)
EdgeVerve Systems Limited (an Infosys company)
Our panelists
• What is Robotic Process Automation (RPA)? Why so much noise?
• What does it mean to you and I and the enterprise?
• What is AssistEdge RPA?
• Quick demo and Q&A
Our discussion today
The definition of RPA
RPA is automation of repetitive tasks, transactions and processes on
software applications and systems using software Robots.
RPA doesn’t replace existing software applications like CRM, Billing,
Ticketing, etc., but works with them to perform the specific tasks that
the “virtual user or robot” are assigned to complete.
The noise
Nearly 30% organizations are
already engaged or experimenting
with RPA.
Enterprises are saving as much as
20% on the operational costs with
software robots.
What this means?
Software robots will be impacting
every facet of our daily lives.
Enterprises will be using software
robots to do a range of tasks –
from repetitive to intelligent.
Introducing AssistEdge
8 ©2016 EdgeVerve Systems Limited
400+ business functions
400,000+ active users
Used in 40+ countries
Enhanced agent productivity by 25%
Reduced operational cost by 20%
20% reduction in query resolution
Payback in 3-6 months
$2+ billion savings delivered
Multiple patents
An award winning, proven and scalable platform that helps enterprises in end-to-end service modernization through automation
Partnering with clients across –
TELECOM, BANKING, INSURANCE, RETAIL, HEALTHCARE & MANUFACTURING
10,000+ processes automated
50+ million transaction per month
9 ©2016 EdgeVerve Systems Limited
The Robotics journey has discreet types automations
Assisted AutomationRobotic Process
AutomationAI enabled Cognitive
Automation
Humans manage systems Robots manage systems Robots manage robots
Deterministic Non-deterministic
10 ©2016 EdgeVerve Systems Limited
What tasks can be automated?
Application interactions
Application navigation
Data extraction
Data capturing
Data population
Validations
File operations
Email automation
UI Automation
11 ©2016 EdgeVerve Systems Limited
What is Unified dashboard with automation on-demand?
Unified view of customer to obtain the right information and context for call
Increased agent productivity through task automation
Streamlined automated process that promotes operational efficiency
Seamless integration with CTI, BPM and other standard systems
Single application to host disparate applications
Generic reusable framework for automation and runtime application Plug-n-Play
12 ©2016 EdgeVerve Systems Limited
AssistEdge implementation in an enterprise
Global Queue Resolved Cases
Robotic Automation
Classifier
Manned Resolution(Unified Dashboard with automation on demand, desktop monitoring and expert connect)
Non Robotic cases / tickets / calls
Fallouts / Errors / Manual decision points
Manual Resolution
Robotic ResolutionAutomatable cases / tickets
Tickets/ Cases/ Excel/ Mails
Calls/ chats
13 ©2016 EdgeVerve Systems Limited
Potential use cases for robotic automation (by business function)
Customer service
Billing support
Technical support
Order management
Sales support
Retention
Finance & Accounting
Order to Cash
Master Data Management
Procure to Pay (P2P)
Record to Report (R2R)
Root cause analysis
Financial planning & analysis
Sales & Fulfilment
Pre-sales
After sales/ Assurance
Fulfilment
Inside sales
Source to settle
Supply chain
Sales
Service desk
Password reset
Access control
Application support
Software requests
Human Resource Management
Recruitment
Onboarding
Payroll
Benefits administration
HR helpdesk
Learning & Development
Miscellaneous
Scheduling
Project planning
Administration
Automation scope Medium LowHighVery High
14 ©2016 EdgeVerve Systems Limited
Potential use cases for robotic automation (by activity type)
Task
Copy paste
Data aggregation
Rules driven
Human analysis
Research
Front end
Web
AS400
Mainframes
UNIX
Native
SharePoint
Data sources
Databases
Applications
Excel
Mails
Chats
Calls
Packages
Oracle EBS
SAP
SFDC
Ticketing
PEGA
OCR
Excel
Word document
Images - Types
Images – Hand written
Miscellaneous
Reporting
Automation scopeMedium LowHighVery High
15 ©2016 EdgeVerve Systems Limited
What you will see today – Automation of bank account opening process
Open XL Sheet to view
details of all accounts to
be opened
2 3 4
Open Account Opening
Web Application and sign
in
Click on Account Opening on Web
Application so that the account details
customer details screen comes up.
One by one copy customer details
from XL and paste all relevant
fields on Account Opening Web
Application, and click “Open
Account”
1
Before RPA
Repeat this for all entries in the XL
Agent performing manual
transactions on respective
systems
5
Open Credit Check Web
Application and check
credit score and enter it
in Account Opening App
6
Open Electric Bill PDF and
check Address. Compare it with
the one in XL -
Mark as Validated in the
Account Opening App.
7 Update XL Sheet with new
account number
Configurable Business rules
to identify XL records for
account opening
Robotic Process Automation
Records from identification steps are sent to
AssistEdge robots for processingAssistEdge Robots performing
all tasks automatically
1 2After RPA
Applications integrated
with Robots for
automated transactions
for account opening
AssistEdge reports and analytics dashboard
XL Sheet
Account Opening
Web Application
Potential Benefits ~80% cases processed using RPA ~40-50% improved agent productivity
Credit Check Application
PDF of Bill 3
16 ©2016 EdgeVerve Systems Limited
Why AssistEdge?
End-2-End Automation
using software robots.
Completely hands free till there
is an exception.
Assisted Automation
user controls the automation.
Achieved through AssistEdge
RPA + Unified Dashboard
which provides a view of all
assisted automations.
Partial Automation
combination of automated and
manual tasks which require
review or judgment. Achieved
through AssistEdge Unified
Dashboard which reduces
closure time.
Everyone will gain
- Employee
- Enterprise
- Society
What’s next?
For more information, please contact
Naresh KothariMobile: +1 510 894 9398Email: [email protected]