wipro’s intelligent automation ... - transformation summit...may 07, 2019 · wipro’s eot...

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Transformation Summit, 2019

May 06, 2019 Cebu, Philippines

Wipro’s Intelligent Automation and Emerging Technologies: Building and Sustaining a Digital Culture


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What is Intelligent Automation?

• Intelligent automation is application of multiple emerging technologies such as RPA, AI, ML, Cognitive automation, Computer Vision, BPM orchestration workflows (BPM) and Analytics to solve a complex business problem or end-to-end use-case.

• This needs to be enabled by a structured approach for process simplification and re-

imagination, effective communication strategy and a strong Organization Change Management.

Automation Technologies

Process Simplification

Communication & Change Management

Intelligent Automation


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Pre-2008 - Scripts Small programs with set of instructions to perform simple tasks, can process only structured data

2008 onwards Perform a complex task,

Invasive (Same tool cannot be ported across platforms),

modifications requires changes in code

2010 onwards Orchestration or work-flow

driven best fit for IT maintenance automation

Early adoption

of RPA

Very early adoption of

Cognitive automation

Cognitive automation Context Aware, Deep learning from observations, reasoning based advance decision makings and problem resolutions

Robotic Process Automation Fixed rules based, Non-invasive, Easily scalable, best fit for business process automation

Current automation adoption in organizations

2015-2019

Stable RPA

implementation


covering end to end

business case

Early adoption of Cognitive and Artificial Intelligence Naturally Interactive,

Pattern Recognition, Semantic Knowledge Models, Hypothesis Generation

2020-2021

2022-2024

Stable adoption of IA Early age adoption of new age technologies like ML, Blockchain etc.

5-7 years Blockchain to form an integrated network with a shared digital ledger with high security

Automation maturity in organizations


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• While majority of organizations are investing in multiple technologies, overall, only 17% of Organizations have scaled their IA technologies, while others are still experimenting or implementing.

• RPA is still being used for automating disjointed tasks and siloed processes.

Current adoption of intelligent automation technologies

*Source: HFS Research, KPMG, Forbes and other internal research data


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Organizations not understanding the digital workforce on-boarding lifecycle

Lack of a dedicated team driving Governance. Ownership, Accountability & Collaboration across Business and IT.

Technology or Product centric approach instead of combination of right technology supported by the right services partner

Only focused on tactical automations using RPA and Not capturing up-stream and down-stream impact including process simplification opportunities.

Top reasons why organizations are unable to scale

BUSINESS CRITICALITY Low High

Hig

h

Low

IM

PAC

T O

N C

OST

Technology/ Product Centric

Organizational change

management


Methodology

Governance &

Collaboration


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Key learnings and best practices

• While automating “low-hanging fruits” opportunity is fine, keep in mind that these will require some rework while looking at end-to-end implementation

• Prioritize data-digitization with out-side in approach enabling the digital-way of working

• Move your automation approach from a “Process-first approach” to a “Customer-first approach”

• Enable your human workforce for the digital workforce

• An integrated end-to-end solution approach is required to unleash the true potential of intelligent automation technologies


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A recommended approach Enterprise Operations Transformation Framework

Simplification | Automation | Intelligence | Immersive Experience

Guiding principles/framework

Program approach

COE setup

•Governance and TOM setup

•Platform setup

•Creation of artefacts to be used in the program

Process assessment

•Right prioritization of processes

•Quantitative and qualitative benefits assessed

implementation

•Consistent methodology across organization

•Structured approach for automating processes

Production support

•Defined change management practices

•Change advisory board setup

•Analytics driven monitoring of robots performance

Application integration

Bot access management

Information processing

Change Management

Data security Business

continuity Risk management

framework

HR policies IT policies Compliance

policies Change management

framework

Capture Assess & Simplify

Design Build Operate &

Analyze Support

Structured implementation framework

Integrated performance view

Process metrics to business metrics

Digital + Human co-existence framework Digital framework Speed of execution


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Hire to Retire – Integrated Technology Framework

Potential Candidates/ TA partners

Documents

Email

PDF

External Profiles

Website

HR Team Employees H2R team

Mobile App

Chat bot

Phone

Email

Chat

Worker Engagement Solution (Wipro Team View)

360 degree of Employee Data

Workflow: Fallouts, Exception Approval &

Case Management

Operational and business insights

Automated Data and KB Management

Ai and RPA to improve process productivity

Middleware (Enterprise Integration Layer)

Azure Service Bus

HR Portal

Employee Management & Employee Verification

Automation of manual data Related Activities Enhancing

easing experience

Team Collaboration Evaluation/Approval/rejection

AI based touchless Profile Sourcing

Worker Engagement Solution (HR View)

Automation of interview/meeting scheduling

Worker Engagement Solution (Employee View)

360 degree of Employee

Alerts/actions/reminder

Approvals/Tickets/ Actions

Travel/ Leave/Logistic and others

End to end views enabled For HRs and Employees

L1/L2 Support team

Tickets/Work items

Client systems


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Wipro’s EoT Framework – An approach to make it easy

Enterprise operations

Transformation framework

SIMPLIFICATION

AUTOMATION

INTELLIGENCE

IMMERSIVE

EXPERIENCE

Significantly higher straight through processing

Low CAPEX, high outcome driven framework

Managed services( end-to-end operational transformation ownership)

Outcome driven approach( focus on key objectives)

Exponential ROI (integrated power of four themes)


Thank You


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Enterprise transformation for a Leading global provider of HR services.

Benefits

27%

15%

300+

Scope of the project

8300+ FTE across multiple geos) Key challenges: • Disparate systems across front office and back office. • Disparate system accesses by customer. • Inaccurate and delayed handling of Health and Benefit transactions. • Inconsistent customer experience across various global customers. • Minimal value based transactions

32%

99.99%

Enterprise level Productivity

Improvement in query resolution time.

Bots deployed

Reduction in benefit administration cycle

time

Accuracy in all automated

transactions

Prerequisites to Solution Key metrics resigned to focus on Value delivered. End to end change and communication management Ensuring risk and compliance regulation High Focus on Data security Robust governance and ownership design

Solution Transformation COE set up, focused on designing value based customer centric processes to enhance the end customer experience. Key Solution levers during advisory and design phase to set up a digital light house: 1) Design thinking and customer Journey mapping

techniques used to evaluate 1300+ SOPs 2) Process mining tools to identify optimization

opportunities automatically. 3) Document Digitization tools to stream line and

standardized all unstructured documentation. 4) Digital Knowledge acquisition, Knowledge

transfer and Program management platforms

Key Solution levers enabling the execution of the value based processes: 1) Automation - UiPath led front-end and back-end

automation coupled with Wipro HOLMES across multiple domains to achieve zero touch automation for over 500 benefit transactions across 22Mn + participants

2) Wipro IP NGEE leveraged to cater to 500 MN Customer care transactions annually

3) Wipro Holmes based point solutions such as chat bots, anomaly detection and eKYE leveraged across various process.


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305+ Customers

6300+ Robots

Deployed

18400+ FTE Reduction

in various projects

4000+ Trained Resources

on Robotics

Up to 70% Productivity Benefits

passed to clients

Up to 60% Reduction in transaction

handling time

PARTNER ECOSYSTEM

Ranked as a "LEADER’ in the Everest Groups' Banking

BPO Digital Capability Platform (DCP) solutions PEAK matrix assessment

2019

Wipro is rated as ‘LEADER’ in IDC

MarketScape Worldwide Artificial Intelligence

Services 2019’

Wipro is positioned as ‘LEADER’ within NelsonHall’s NEAT vendor evaluation 2019

RPA Award for a Openreach project for automating PSTN

Offline queues (2017)

Rated as a ‘Leader’ in Zinnov for RPA in 2018,

2017

Our credentials

Wipro IPs and Investments

Rated the highest for Automation capabilities in

independent Gartner survey with 300 reference

client in 2018