the digital workforce of the future · • high tech, telecom, and financial services are the...

©2017 MFMER | slide-1

The digital Workforce of the futureHow Mayo Clinic leverages RPA & Bots

Klaus Unger - Mayo Clinic 03/28/2018


Agenda• Definitions• The digital Workforce of the future

• Automation & Decision• Employee Experience / User Interaction


Mayo Clinic• 150+ year celebrated history• Large, non-profit organization of 65,000

employees• Destination medicine of research, education,

and practice• 1.3 million patients, from 50 states, 136

countries


What is Artificial Intelligence (AI)?AI is the simulation of human intelligence processes by machines, especially computer systems. These processes include learning, reasoning, and self-correction. Particular applications of AI include expert systems, speech recognition and machine vision.

What is Machine Learning?Machine learning is a type of artificial intelligence (AI) that allows software applications to become more accurate in predicting outcomes without being explicitly programmed. The basic premise of machine learning is to build algorithms that can receive input data and use statistical analysis to predict an output value within an acceptable range. (Supervised or Unsupervised)


What is Robotic Process Automation (RPA)?Robotic process automation (RPA) is the application of technology that allows employees in a company to configure computer software or a “robot” to capture and interpret existing applications for processing a transaction, manipulating data, triggering responses and communicating with other digital systems.

or Robotic process automation (RPA) is the use of software with artificial intelligence (AI) and machine learning capabilities to handle high-volume, repeatable tasks that previously required a human to perform.What distinguishes RPA from traditional IT automation is RPA software's ability to be aware and adapt to changing circumstances, exceptions and new situations.


1997-IBM’s “Deep Blue” beats chess master Garry Kasparov

2017-Google’s “AlphaGo” defeats #1 player in Go

2011 “Watson” wins Jeopardy


Fun Facts• Oxford University predicts that 45% of jobs will be

automated by 2030• Researchers predict that by 2020, 85% of customer

interactions will be managed without a human**** • Increasing automation is the 2nd most important

strategic priority for enterprises*• The global market of process automation will grow

to $4.98Bn by 2020**• “AI will likely replace tasks rather than jobs in the

near term, and will also create new kind of jobs”****Source: 2017 Deloitte Global Human Capital Trends: Rewriting the rules for the digital age, Deloitte Consulting LLP and DeloitteUniversity Press, 2017.**Source http://www.transparencymarketresearch.com/pressrelease/it-robotic-automation-market.htm ***Stanford University One Hundred Year Study on Artificial Intelligence (AI100)**** Gartner Research


Fun Facts• 38% of companies believe they will be “fully

automated” within five years.• 41% of companies have fully implemented or

have made significant progress in adopting cognitive and AI technologies within their workforce.

• In 77% of companies automation results in “better jobs” and retraining of workers (only 20% see job reductions).

• Yet, in 65% of companies HR is not involved at all.Source: 2017 Deloitte Global Human Capital Trends: Rewriting the rules for the digital age, Deloitte Consulting LLP and DeloitteUniversity Press, 2017.


Fun Facts• Robotics and speech recognition are two of

the most popular investment areas. • High tech, telecom, and financial services are

the leading early adopters• Healthcare, financial services, and professional

services are seeing the greatest increase in their profit margins

• 65% of students entering primary schools today will work in jobs that don’t currently exist.

Source: 2017 Deloitte Global Human Capital Trends: Rewriting the rules for the digital age, Deloitte Consulting LLP and DeloitteUniversity Press, 2017.


Automation–Decision: HR


Automation–Decision: RPA

RPA is a good candidate for HR processes that involve high volume, repetitive tasks including data management, talent acquisition, payroll & reporting


Automation–Decision Making: RPA

Recruitment TimeData

Management / Entry

Onboarding Payroll

Compensation & Rewards Engagement Reporting &

Analytics Off-boarding Health & Safety

Career Development Training Planning General

Operations Mobility

Labor & Employee Relations

Communications &

BrandingDiversity

Benefits &

Leave

HR Policies &

Programs

Low RPA Potential

Medium RPA Potential

High RPA Potential


Automation–Decision: Use Case HR


License Verification – Pre/Post Automation Situation: Applicant licenses are checked twice during the interview process to verify a candidate’s ability to practice in the assigned state which involves going to a verification website, taking a snapshot of the candidate’s license, and storing in their applicant file. RPA Initiative: This process automated the manual license verification and document loading activities via an HR ‘Bot’.

Results: The ‘Bot’ automated process reduced errors, rapidly identified missing information, freed up capacity, allowing the recruiters to focus on higher value-additive activities.


Reporting – Pre / Post Automation Situation: This repetitive and rule based process involves manually extracting data from different systems and then formatting it as per the business needs.

RPA Initiative : This process was standardized with 80% of manual activities being fully-automated via an HR ‘Bot’.

Results: • Standard Reporting templates: ensures consistent format used for report delivery. • Faster delivery : More number of reports can be delivered per day when compared to humans • Reduced Risk of Error: programmed to extract the report as per criteria and also format it via filters

ensuring 100% accuracy.


Compensation Data Entry Process –Pre/Post Automation

Situation: The existing business process required hiring contractors for 3-4 months annually to manually enter data into the compensation planning tool.

RPA Initiative : This process was standardized with 80% of manual activities being fully-automated via an HR ‘Bot’.

Results : The compensation ‘Bot’ took 20% less time to complete a transaction, delivered 3 times more volume, achieved 100% accuracy and eliminated the need for 90% of contractors who were hired annually to support this process.


Automation Pilot @ Mayo Clinic


Automation Pilots @ Mayo Clinic• Chat Bot Amelia

• Content:• PTO- Paid time off (accrual, request,

balances)• Employee Recognition (options for

recognizing an employee or co-worker)• Transactional:

• I am moving (address change, phone number update)

https://ipsoft.webex.com/ipsoft/ldr.php?RCID=0b4d7e25e1e2d0fce4a6efab63fc0b49

https://ipsoft.webex.com/ipsoft/ldr.php?RCID=0b4d7e25e1e2d0fce4a6efab63fc0b49


Inside Amelia’s Brain

Semantic MemoryAbility to learn about all relevant topics and answer user questions as needed.

EQ OntologyAdapts her responses to your client’s emotional state

Con

vers

atio

nal

Inte

llige

nce

Episodic MemoryUnderstands what your customer wants in context, and provide immediate answers. She is also able to leverage her past experiences and that of other agents to build new processes.

Experience ManagementCustomers can have a very natural conversation with Amelia

Supervised Automated LearningObserves Agents and learns from them by modifying existing processes or generating new processes

Smart WorkflowExecutes a process for your customer in order to address their needs

Advanced AnalyticsAdvanced and Big Data analytics help inform Amelia where improvements can be made


Automation Pilots @ Mayo Clinic• Catalytic – Pushbot

• Quarterly Goals process for Executives • E-mail and approval automation for Employee

Learning and Development ‘Can we talk?’ course• Lawson Security Office access request for ESS,

100+ hours per year • Trip Request?• RPA proposals for HR - SBAR• Amelia qualitative surveys- will be pushed to users

after interacting with Amelia to measure the pilot success

• ……..


Automation–Decision: Technologies


AI based unconscious bias - pilot


Automation–Decision: Chatbots - Mya


Video Interviewing / Analytics• Cell phone camera can identify

40,000 facial location points

• Video-based assessment can capture up to 1 million data elements in a 15 minute interview

• 40% of interviews are done digitally

• AI software can now detect race, emotion, gender, and tendency to exaggerate or lie through video

• While use of this data is not legally defensible yet, companies are actively using this data to select candidates


IBM - Career Website

http://www-03.ibm.com/employment/us/

http://www-03.ibm.com/employment/us/


Workforce Experience / User Interaction / Trends


"Coming out of CES, we're going to clearly have established that voice is going to be the go-to user interface," said Steve Koenig, senior director of market research for the Consumer Technology Association. "Wherever we go or whatever we're doing, we're going to have some form of digital assistant at our side ready to help us."

Steve Koenig, Senior Director of Market Research for the Consumer Technology Association:


Workforce Experience• Employees are empowered to seek the answer to their

questions• AI goes beyond just answering and initiates functional

processing• Workforce Experience will meet workforce where they

are – headless apps

“imagine a world where your notifications come to your phone, whether you’re logged in to the app or not. It says, ‘Hey, you’ve got to enter your time sheet,’ or ‘The sentiment in your team has declined,’ or, ‘It’s time to have a conversation, you haven’t spoken to Joe in three weeks.’ Those recommendations, which are based on artificial intelligence, taking me where I need to go in the system as opposed to my logging in”.


Artificial intelligence

Voice recognition

Augmented reality

Sensors


Future technology will makelocation even less relevant


Are you in compliance?

What about cyber security and data privacy?

What’s the backup plan?

Risk of Artificial Stupidity

Are you ready for change?

Is it a fit for us?

Risks - Regulatory, financial, reputational hazards


“We must find the proper balance

of man / woman and machine”


Questions & Discussion

[email protected]

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