Using cognitive tech to connect customers to business operations

Creating an engaging customer experience is more readily achieved by embedding increasingly sophisticated digital and cognitive technologies into the very fiber of an organization’s processes, from its front office right through to its back office.

Successful organizations are both strategic and nimble, leveraging the power of real-time data to reduce inefficiencies and enhance their effectiveness. Agile businesses predict their customers’ needs before their competitors do. More importantly, they have the ability to act on those predictions, which is essential for getting ahead in today’s global digital economy. Investment in cognitive technologies (those which mimic human thinking and have the capability to learn) will be required for having intelligent operations in the enterprise. An intelligent enterprise has the ability to inform and implement better business decisions by leveraging data and smarter technology.

In a study conducted in partnership with IPsoft, HfS Research interviewed 100 C-Suite executives to understand their views, expectations, and strategies, along with their investment plans for cognitive technologies. This report discusses opportunities and challenges that business leaders see for moving their organizations toward being truly intelligent—knowing their customers, using technology most effectively, and infusing cognitive technology into the fiber of their business operations.

Table of Contents

  • Smart investments in cognitive tech will help solve business problems and collapse internal barriers
  • C-Suite executives seek to align operations with business outcomes
  • Cognitive Agents are at the Forefront of Investments
  • Cognitive Tech is Driving Intelligent, Self-Learning Business Operations
  • Intelligent operations of the future: cognitive is a lever for theOneOffice core
  • OneOffice by Definition
  • Impediments to OneOffice: The Challenges of Aligning the Enterprise
  • How to track the impact?
  • Using cognitive glue to construct OneOffice

Download Now

Source: Hfs-Using cognitive tech to connect customers to business operations

Artificial Intelligence-Powered Robots Won’t Kill Banks

The elimination of millions of jobs by battalions of artificial intelligence-powered robots makes for sensational headlines. But like many stories regarding both the threat and opportunity from technological change, the real story is both more nuanced and more interesting.

A recent report from the World Economic Forum predicted that intelligent automation could eliminate five million jobs in developed countries by 2020. So, you would think a recent spate of announced job reductions in Japanese banking over the next decade – over 30,000 in total at the three major banking groups – would be a cause for concern. Instead, on a recent trip to Tokyo, I heard from a senior executive at one of those banks that automation is vital to deal with a shrinking labor force as the country ages, and that busy robots are a better alternative for the country than unfilled job vacancies.

Despite this story of long-run job displacement in Japan, it’s wrong to conclude that intelligent automation will inevitably lead to fewer jobs in the financial services industry. Indeed, recent Accenture research suggests that – for those firms who embrace intelligent automation – revenues could rise by 32% by 2022, but critically employment could also increase 9%.

Just as in every other industrial revolution, job growth will also be associated with job change and evolution. Crucially, the nature of many jobs will reflect new partnerships between man and machine. Humans will be required to teach, monitor, and maintain the automated technology, while intelligent automation will amplify and improve human skills and judgement. Of course, there will be areas in banking where machines will fully displace humans, but those roles will typically be in areas where the work is tedious and repetitive for current employees. There will also remain many roles that require creativity, empathy, and judgement, where machines will continue to play a limited role for the foreseeable future. Ultimately, if we can better understand and define the symbiotic rather than destructive relationship between man and machine, we will be able to create not only more jobs, but also more interesting and higher value-added roles in the financial services industry.

Accenture’s recent 2018 North America Banking Operations Survey finds that this transition has already begun, with many firms using data and artificial intelligence to improve all manner of processes, from customer service to employee training. 22% of North American banks are already using AI, machine learning, and natural language processing, and another 55% intend to do so within the next year. Nearly one in five banks are already using robotic process automation technology and another 63% plan to do so within a year. The research also shows that many North American banks understand the symbiotic nature of these relationships, with 54% of firms saying human-machine collaboration is important in achieving their strategic goals.

Accenture’s global Talent & Organization lead for financial services, Andrew Woolf, says the challenge for banks, insurance companies and others is to “pivot their workforce to enter an entirely new world where human ingenuity meets intelligent technology to unlock new forms of growth.” While it is easy to point to job losses from increased automation, there are also many examples of humans being augmented by technology to improve their productivity and the service they provide to customers. For example, we have seen a proliferation of robo-advisers in wealth management over the last few years. In some situations, they provide automated advice to consumers who often can’t afford to pay the fees associated with traditional financial planning. However, in other situations, rather than replacing financial advisers, AI now makes those advisers more productive. Fintechs like AdvisorEngine can support the asset allocation process, leaving advisers with more time to focus on personalizing advice for clients and doing what humans do best – building relationships. As one senior wealth management executive commented to me “A machine can put a large inheritance into the right investment portfolio, but it can’t ask you what your parents did to accumulate that wealth and express appropriate sympathy at their passing.”

AI is also helping to reduce risk and lower compliance costs. AI and natural language processing can be used to automatically produce anti-money laundering and know your customer (KYC) reports, and to gather data for regulatory stress tests. Using AI for such tasks can cut bank compliance costs by up to 30%, according to the International Banker, saving billions. This automation also spares the thousands of risk and compliance staff who have sat in large warehouses since the financial crisis the tedium of repetitive, mundane tasks and frees up their time for more rewarding work.

Even when robots are deployed in customer-facing roles, there will still be plenty of need for humans to train and maintain them, as even the best struggle with the nuances of human behavior. For example, bots struggle with recognizing such things as sarcasm, and while platforms like Alexa may be able to fake a sense of humor on demand, they are still a long way from being able to handle the full range of human emotions. So, just like a puppet, the robot will need a human to figuratively pull its strings as it learns to navigate the complex, subtle and often culturally-specific landscape of human interactions.

Similarly, humans will need to be able to explain automated decisions to make sure banks don’t fall afoul of regulators: A machine can make credit decisions about whether someone should get a credit card or an auto loan based on the factors it is programmed to look at, but there also need to be processes in place to make sure those decisions don’t discriminate based on race or geographic location. As American Banker notes, “AI has yet to prove that it is more capable than humans in avoiding both safety and soundness and consumer protection pitfalls related to credit decisions. Indeed, humans will still be involved at key steps in the process.”

Ever since the computer HAL went berserk in the 1968 movie 2001: A Space Odyssey, people have worried that humankind might be usurped by machines. The reality in banking will likely be evolution not revolution, with the machines taking on the tasks they are best suited for and the humans focusing on what they do best. However, there will also be a huge array of activities where it will be the ability to combine the humans and the machines that will separate the leading banks from those who will struggle to thrive in this new world.

Source: Forbes-Artificial Intelligence-Powered Robots Won’t Kill Banks

How Robotics Process Automation (RPA) Will Disrupt Real Estate

Digital transformation is changing the rules of business and competition in the financial industries. Established sectors, such as Real Estate, face new challenges and opportunities due to emerging technologies such as Robotics.

A lot of technological advancement is happening right now around front end retail customer experience and related applications in this space, however back office functions in the Real Estate are still deploying heavily manual processes with no automation, and currently driven by spreadsheets with no leverage on the large data sets available.

It is not surprising that many managers are pushing for a transformation to a more efficient, transparent and structured business environment. One of the big assets of the real estate industry is its richness in available data. The opportunity lays in a holistic solution of not only collecting, but also analyzing and reporting data in order to support and deliver proactive and predictive management support and decision making.

Robotics Process Automation (RPA) is one of the digital technologies that is starting to impact various processes across all players of the Real Estate sector and will unlock long existent pain points. It can help capture, validate and process financial and non-financial data in a far more efficient way.

Robotic has already impacted and is being deployed across many industries, which have been early adopters of technological advancements and is bringing in benefits such as operational efficiency, manual effort reduction, reduced error rates, improved customer satisfaction and even increasing employee engagement.

RPA technology enables a virtual workforce that works faster than a human worker, does not make mistakes, requires no monitoring and can work around the clock. The virtual worker’s activities can be logged and operational metrics can be closely tracked in order to improve or readjust the process flow.

RPA undoubtedly changes the business landscape as it eliminates the need for repetitive and highly manual labor. With increasing coverage of automated processes, a different level of skills is required, namely, the need for people who can create, maintain and define the requirements for automation, as opposed to people who actually process transactions. Preparation and re-skilling is key for both employees and employers.

As more routine tasks and activities become automated, workers can leverage RPA to perform more strategic and high value work and services. RPA also creates solutions in regards to other human labor shortages resulting from demographic trends, weak education systems and under motivated staff.

Some of the biggest benefits of RPA are:

  • Support in eliminating low value added repetitive tasks and helps process owners to focus on analysis and strategic decision making
  • Faster payback period, as by creating a robotic automated process once, it can be easily scalable, tweaked and become more productive, gaining back the investment in six months to a year
  • Better transparency and visibility into processes and the ability to capture detailed data more effectively, with greater accuracy, fewer errors, and less risk of fraud

From a back-office standpoint within the Real Estate value chain, software robots can take control over routine and manually intensive processes. This will save significant time, provide more accurate results, leave a clear audit trail and free up human capital for more value-added and judgment-based functions such as strategic analysis and decision-making. From a front office, customer-facing standpoint, system data can be paired with unstructured data from social media, blogs and other profiles to more accurately gauge the needs and preferences of the customer, allowing for more tailored experiences.

In order to evaluate the right processes that could be automated, the following criteria could be assessed:

  • Data intensive
  • Repetitive in nature
  • Rule-driven
  • Multiple- systems
  • Electronic trigger to the process
  • Involve manual calculation
  • High error rates

Applying above criteria across the RE value chain, some of the key processes, which could be potentially be a good candidates for the Robotics, includes:

In order to get started on the Robotics journey, the approach starts with the ideation stage, which identifies the activities to be automated. This process is followed by the creation of business cases. Certain processes are selected based on the business case, followed by development of the prototypes and proof of concepts. Afterwards, the roll-out phase is performed using agile methodology, with automation of processes being done in parallel to coaching of selected employees within the clients’ organization, enabling internal resources to further develop, maintain and modify the robots independently.

Real Estate Operations

  • Investor AML/KYC
  • Vendor and customer setup
  • Deal sourcing research
  • Entity & property set up
  • Common area maintenance
  • Portfolio monitoring
  • Portfolio management and reporting
  • Budgeting and forecasting
  • Partner data consolidations
  • Contract management etc.


  • Bank & Account reconciliations
  • A/P payment processing
  • A/R cash application & follow up
  • Fund accounting
  • Consolidation
  • Financial Planning
  • Standard journal entries
  • Intercompany reconciliation
  • Tax filling
  • VAT and TAX preparation, etc.

Source: Robotics Process Automation (RPA) Will Disrupt Real Estate

Fly by Wire or Fire and Forget – Augmented Versus Artificial Intelligent Automation?

This is the third and most likely final in a series of articles on the evolution of my Augmentation Intelligent Automation Theory and Practice over the last eight years. The first in the series, “Cybernetic Robotics – The Future of the Claim Processing Professional” was published in October of 2013. It was illustrated by the Giant Robot and Woman that became my Pareto Automation brand logo. It is the quintessential depiction of Intelligent Augmentation on several levels. Intelligent Augmentation is where humans supply intelligence to software robots. I am not talking about RDA. Where humans interact with desktop automation software to provide exceptions handling real time. Rather, very sophisticated RPA Digital Workers, which are detailed in the second and my most read article, “Autonomics or Cybernetic RPA?” published in July of 2016:

The two Visios that illustrated that article are now on either side of the Pareto Automation brand logo. They represent the technology of Autonomics (original definition) or Cybernetic Intelligent Augmentation Automation: a very advanced RPA Digital Worker to the left and equally advanced Rules Engine controller on the right. When combined, they provide a de facto remote-control process automation capability or as I will illustrate by analogy a very advanced “Fly by Wire” technology.

I waited a few weeks after publishing the pinnacle of my research and writing efforts: “ROC – How to Artifact” to see if I had anything further to say? This 55-page document (a free 31-page version is available at my website is the result of reviewing all my writings and related documentation over the last few of years to prepare for my speaking engagement at SSON’s 2018 Intelligent Automation World Series last month.

Last week, I woke up for the third time and realized, I had one more thing to say. 

I am convinced, that a Billion dollars of annual cost savings still resides in the five percent of Managed Health Care claim automation between 88 to 92 and 93 and 97% adjudication range. There is a four % difference in the start and end points of the five-point range depending on the type of claim system and contract complexity. Now that AI Hype is clearing (I was affected too) and the root causes of significant process automation implementation failures are increasingly traced to business model/culture change management issues. Human Centric Augmentation approaches to Process Automation are gaining the increased credibility they deserve. I am confident that Augmentation Intelligent Automation techniques can automate that 5% for perhaps a third to one half the cost of Artificial Intelligent Automation techniques.

Put simply, Rules Engine Controlled RPA Digital Workers with good OCR and perhaps NLP to access unstructured data, using an Ops Dev business model facilitated by a Culture of Trust that fully engages and empowers front line operations leaders and experts, can automate extremely complex and fluid back office processes far more economically than AI based solutions in many, perhaps most Use Cases.

This is not to challenge the wisdom of investing in AI technologies. They are the Future in many, perhaps eventually most business process automation applications, rather they are not ready yet for most demanding processes and even when they become so, may not be cost effective.

Consider the following analogy between three types of anti-tank missile technologies, which are currently used by every major military in the world: Wire, Laser and Radar Guided missiles. None are fully autonomous. They all require a human to acquire the target and make the launch decision. This corresponds to the fact that even various forms of Machine Learning, requires significant human interaction to create, monitor, validate, and fine tune. Still, decision judgment Machine Learning based AI, once sufficient accuracy levels are attained is self-directed, albeit “Fire and Forget”, which can translate into significant capability advantages over systems that require human decision intelligence.

However, Wire or even Laser guided missiles, where humans guide the missiles all the way to the target using sophisticated computer optical or laser technologies makes the guidance easy to provide and almost fool-proof in terms of reliability and accuracy compared either to the more advanced radar guided missiles or obsolete wire guided technology that required significant human skill to acquire and steer the missile all the way to the target, leaving a lot of opportunity for technical failure and human error.

Wow John, that is a great education on Anti-Tank Missiles! What the heck does that have to do with the comparative advantages and disadvantages of various Automation Technologies?

Early generation “Fly by Wire” automation like .Net Macros and first-generation RPA, while a significant efficiency improvement over various non-guided anti-tank weapons (manual processes) are now obsolete. They correspond to Robotic Process Automation or “Humans Augmented by Robots” in the Automation Continuum that follows. Second generation RPA has many enhancements, which improve efficiency and effectiveness. These can be likened to Computer Optical enhance “Fly by Wire” missiles like the ubiquitous TOW; first operational in Vietnam and alive and well in over 45 militaries on over 15 k platforms today. They correspond to Autonomics or “Robots Augmented by Humans”. A variant of the “Fly by Wire” is the laser guided Hellfire. It cost twice as much as the TOW. However, it has significant advantages like twice the range and laser illumination by a platform remote to the launcher, which greatly increases agility and survivability.  This can be compared to extending the ROI range of RPA with OCR and NLP to automate workflows that require unstructured data and Computer Vision that increases automation stability.

There is radar guided version of the Hellfire, which would correspond to Cognitive Computing or “End to End Robots, with Human Oversight”. Again, the advantages of true “Fire and Forget” technologies are manifold; however, they are notoriously hard to perfect in terms of reliability under the full range of operational contingency; something the recent death of a pedestrian by a self-driving Uber car vividly illustrates and are very expensive. The radar guided Hellfire is approximately three times the cost of the laser guided variant.

Sylvan Design Automation Continuum – Notice the resemblance of “Autonomics” or “Robots, augmented by Humans” to the Pareto Automation brand logo that illustrates the article!

Advanced “Fly by Wire” technology has been operational for close to fifty years now and “Fire and Forget” for over twenty. These technologies are all extremely effective tank killers, yet vary greatly in cost per unit. The take home point of the analogy? The older, more simple technologies can continue to have significant usefulness in certain applications long after newer technology arrives on the scene. Because it may not be superior or cost effective in every or even most applications.  Consensus is building it will be the same with Process Automation.

PS – I had a lot of hesitation writing this article. I am not sure it really offers useful information and of course uses another hard to relate to military analogy! Sorry about that really. I wrestled with this for a couple of weeks. The tipping point for me is I just had to have a reason post the illustration. Forget about the text; the picture is worth 10 thousand words!

Source: John Slagboom (Linkedin)-Fly by Wire or Fire and Forget – Augmented Versus Artificial Intelligent Automation?

Practical Tips for Maximizing ROI on Robotic Process Automation (RPA) Investments

Top customer success secrets to close the time to value gap when leveraging RPA for digital transformation

With 72% of business leaders seeing process automation as an advantage and 80% of executives believing that it boosts productivity – RPA is fast becoming the technology of choice to close the time to value gap during digital transformation initiatives.

Traditionally digital transformation projects were large undertakings, utilizing big systems and projects, for which it could take years to complete and see some sort of ROI. The emergence of Robotic Process Automation has substantially reduced the time to value gap by simply leveraging the same systems that humans utilize in order to complete work. This inherently takes away the need to change an enterprise’s core systems.

Lets have a look at some powerful insights gained from some of our most successful customer RPA implementations and what they did to close the time to value gap during their digital transformation projects.

1. A Quick, But Realistic Start

In order to realize greater value in the short-term by reducing implementation challenges, it is critical to understand the nature of RPA implementations, with a realistic time expectation for completion. A key insight to consider is the difference between mapping out human tasks versus robot tasks. For example, a 15 step process flow for a human could require up to 50 steps for the robot to complete. Any workflow spec exceeding 30 steps, will typically require more time, a later start and a longer time frame to achieve outputs. Our most successful customers have discovered that selecting shorter processes, which can be delivered in two to three months, establishes momentum in their process automation journey.

2. Develop A Center of Excellence (CoE)

Creating a centralized team to build, run and maintain all of the organization’s process automations, is the first step towards formulating and regulating your process automation approach. With a well-trained team, designing, running and reporting on process automation successes and failures – the value realization and sustainability will increase. This will also create a strong framework to increase and scale up your process automations to support any key changes within the business.

3. Consider Combining Pure Robotics & Desktop Automation

NICE customers who combine pure Robotic Automation (process automation without human intervention) and desktop automation (process automation with human involvement) generally achieve the greatest value from their RPA investments. Typically, only 10%-30% of processes can be automated with pure robotics or unattended automation, leaving much scope for desktop automation to be leveraged to further optimize process efficiencies and support employee performance. This combination essentially expands the efficiency of human staff on 2 levels:

  • The pure robotics alleviates employees from the very repetitive and tedious tasks that they are expected to action on a daily basis. Replacing software robots with these mundane human tasks, is essentially taking the machine out of the human by freeing up humans to focus more energy on higher value activities that require a human touch.

Example: Human employees will have more time to consult with each and every customer, focusing on resolving more complex issues. This approach has proven to increase process efficiency and customer satisfaction scores dramatically.

  • Desktop Automation or a personal digital assistant for employees is designed to support employees during every step of a process, through real-time process guidance. In addition employees can offload certain tasks to software robots to action on their behalf. This is designed to boost employee performance and raise customer satisfaction levels.

Tip: Not only is the digital assistant guiding an employee to ensure a process is followed, each step can be captured, verified, and audited for compliance. This data is a treasure chest for process analytics teams, and is a key item for those operating in heavily regulated industries.

Only NICE has the experience and expertise to seamlessly automate more complex process scenarios by combining pure robotics and desktop automation. This powerful combination can enable greater process efficiencies. There is no need for a process automation to stop when an error occurs, instead, NICE Robotic Automation has the capabilities to seamlessly alert a human to intervene and resolve a process error or complication, in real-time. The process automation can then resume without any down time.

4. Measurability is Key

Establishing a set of metrics and then tracking and reporting on the performance of the process automations against the predetermined metrics, is essential. Some elements to report on include: time saving and volume of automations i.e. how often are the automations running? It is also advisable to have an onsite lab that mirrors the actual production, with an IT team overviewing it.

Source: Tips for Maximizing ROI on Robotic Process Automation (RPA) Investments

RPA STORM – The Strategy

“Storms make trees take deeper roots” – Dolly Parton

The storm brings changes and changes aren’t easy, but it could be the first step to a better place. This approach is an abrupt and proactive action to a new reality.

In this article, I want to show the essay of a strategy that I have been designing, called RPA Storm.The main objective is to use the ‘quick wins’ and bring a quick economy to the business through RPA. This strategy will cause immediate impact and it should be seen as a strategy of short-term, aiming at the pursuit of a specific goal.

I had this sudden insight when verifying that in many situations we need to act fast and it is necessary to have quick wins, in order to gather sponsors support for a second wave, where it is possible to adopt a more robust strategy. Although it is not the RPA Storm purpose to be a long-life strategy, the implemented code could be refactored generating a more sustainable implementation. In other words, this strategy can be adopted in order to use the first wave savings to sponsor the second wave.


Pixar has plots are an undoubtedly successful and the construction of this plots are complex projects, Emma Coats has published 22 rules of storytelling and some of those rules fit with this strategy.

One of those struck me,

#8: Finish your story, let go even if it’s not perfect. In an ideal world you have both, but move on. Do better next time. (Emma Coats)

Using the RPA Storm strategy, we know that we will not create a perfect solution and this is not the goal, but this strategy can give us the opportunity to build something really sustainable after having won the sponsors or stabilized an environment. “We will do better next time”.

Pareto Principle

Although it is a well-known concept, I would like to remind of the Pareto principle, which was one of the concepts that inspired me in this idea and which corroborates with the strategy proposal.

The Pareto Principle is also referred to as the 80-20 rule, the law of the vital few, or the principle of factor sparsity[1, 4]. It states that for many events, roughly 80% of the effects come from 20% of the causes.

The main point of the Pareto principle is to recognize that most things in life are not distributed evenly. This strategy has much of its foundation based on this concept, mainly because we want to use the least possible effort to achieve the maximum result, understanding that the effort and gain are not evenly distributed.

RPA Storm’s definition

RPA Storm was designed aiming to provide a quickly saving through the massive use of RPA, by means of automating longest manual processes committing the least possible development effort.


Thus, I have created a simple coefficient that must be used to prioritize and define what should be done:

C  = coefficient 
DT = Development Time
MT = Manual Performing Time "Annual" 

C = DT / MT

For the processing time, it is necessary to use a standard time of measurement. We will adopt into examples, yearly measurements.


'Task [X]

DT = Development Time
MT = Manual Performing Time "Annual" 

Coefficient =  DT / MT
Coefficient  =  7 / 240 
Coefficient  =  0.029167

'Task [Y]

DT = Development Time
MT = Manual Performing Time "Annual" 

Coefficient =  DT / MT
Coefficient  =  10 / 400
Coefficient  =  0.025


1) 'Task Y - 0.025
2) 'Task X - 0.029167

Setting Targets

In order to start the process we need firstly set a target, for example, let’s supposed, you have an overstaff of 10 people who work 8 hours a day, in a month you have a deficit of 1600 hours. So my target could be 1600 hours, in other words, I need to automate 1600 hours. Certainly, you may have other reasons to define your target, however, in this example, I will use overstaff. You could, for example, use this strategy to reduce the overtime or even as a proof of concept. Undoubtedly, there is a huge range of reasons and goals to use this approach, but the crucial point is to set a target to orient your effort, even more, define the target should be the first action.

Establish the target is necessary to discover, map and gather the activities that may be automated. Notice that I used the word activity, instead of process, because we will not really focus on the process as usual. A typical RPA project aims to automate a full process, however, we want to automate 1600 hours and we do not care if they are in sequence or if they are isolated activities. What we want is to use the slightest effort in order to achieve the higher return. In overstaff, after we achieve the target we will need to rebalance the activities in order to release resources.

A frequent activity that comes up to me is people spending hours to create new reports through data consolidation. These are typical cases that we can automate effortlessly. Using RPA Storm idea you will notice that in many cases we will use automation as a tool to support human activities and not as a touchless automation that seeks extinguish the job human intervention in the process.

Let’s suppose, that a person spends 1 hour a day to consolidate this information, so in a month with 20 working days we will have 20 hours and in a year we will have 240 hours. It looks like an extremely small gain. Nevertheless, imagine that to automate this we will spend only 2 hours. Well, that is the ace in the hole of this strategy.

Mapping Activities

Now, it’s time to go to the operation to gather information about the activities. The idea at this point is to reveal activities from the operation, thus, it’s interesting to do it from the operation perspective, not only based on a point of view from leader or manager. I recommend you trying talk with all the team. Try to start, gathering the requirements, from the lowest grades, because there you will find more simple activities to act and you will understand all the activities from the bottom to up. That probably will facilitate the process to you, since the complexity will increase gradually together with your knowledge about the process.

As you will be immersed in the daily work activities you probably will notice that you can make savings even without RPA. So, don’t hesitate and let the client aware about the situation because in the RPA Storm we will enter in the client to cause an impact, we need to be agents of change not only RPA providers.

Grouping Activities

Many people can repeat activities, sometimes even call them by different names but they are essentially the same thing. For this reason, we have to group these activities and calculate the time grouped to understand our real saving. Therefore, we can reuse the implementation bringing the development time, for repeated situations, to zero.

Estimating development

Once all activities have been gathered, it will be necessary to estimate the effort to develop an automation. The scopes must be limited and should only focus on specific parts of the process, it is not intended to automate all possible process flows because this is not the goal of the strategy.

These automations will have a small life cycle and for this reason, it should be borne in mind that refactoring is inevitable. Estimates must be made quickly and for this reason, we may end up having imprecise estimates. It’s important to select an experienced team to use this strategy, of course, doing it the outcome will be more accurate.

I recommend using a divide-and-conquer strategy to split your activities into smaller actions until all development tasks are less than one workday. This will help you get a clearer picture and the mistakes will be less because you will have a deeper view of what needs to be done.

Another technique that I like is to use fixed values: 30 min, 2 hours, 5 hours and 8 hours. For example, an activity that supposedly will take 1 hour and 16 minutes in accordance with the analysis, must be estimated at 2 hours.

After all, why estimate using fixed values? Let’s pretend the following situation, you have a dog and a lion. Now think which one weighs the most? The interesting thing about this though is that even though you did not know the exact weight, you know one thing is heavier than the other.

Cost-benefit Matrix

At this point we already have the two data needed to generate the cost-benefit matrix, now it is simple, we must calculate the coefficients and select the activities from the lowest coefficient to the highest until achieving the target.

An agile methodology adheres very well to this kind of environment, mainly because it fit an extremely volatile environment. Another important point is that we can have continuous deliveries of value since we have a lot of small implementations.

There is no doubt that continuous delivery of value is something that must be done in order to have an impact since the beginning of the project.

Planning the Future

After the previous steps have been completed and the automations was already delivered, it is crucial to plan the future of these processes since these automations have a short life cycle, therefore two alternatives are possible to the future: refactoring or complete replacement.

Fact is, this is an impact strategy and it does not aim to be sustainable or have completeness. What we are looking for is quick saving. It is not a strategy indicated for all situations or environments.

Therefore, is better to start a project being honest with the stakeholders. Because if your client wants a quick saving and you cannot guarantee a scalable, robust and sustainable structure, still, you can provide a strategy to achieve the client expectation and preparing the environment to the next steps. Thus, RPA Storm allows you to deliver value and increase gradually your automation’s environment, assuming that we are creating something valuable, but temporary.


Source: Robson Fernando Veiga (linkedin) – RPA STORM – The Strategy

19th Century French Philosophy, SkyNet, and the 4 realities of RPA

Organizations on the digital transformation journey should take the counterintuitive approach of embracing both change and the status quo.

Any cocktail party conversation about AI in Silicon Valley inevitably comes around to the topic of SkyNet and the subsequent post apocalyptic, dystopian future that will inevitably befall us as AI becomes more powerful. While the Terminator series does paint a bleak future for humanity, the focus on SkyNet distracts from another central theme, that AI (cleverly disguised as Arnold Schwarzenegger) working with mankind is the best hope for a prosperous future. However, having experienced multiple organizations struggle with automation, the idea of AI/human integration, while great in theory, is challenging in practice.

‘Plus ça change, plus c’est la même chose.’

Organizations on the transformation journey should take the counterintuitive approach of embracing both change and the status quo. This idea is embodied by French philosopher Jean-Baptiste Alphonse Karr’s “plus ça change, plus c’est la même chose” literally translated “The more things change, the more they stay the same.” The notion that automation must work together with humans within many of the existing constructs of an organization, lays the groundwork for a successful strategy. This strategy must integrate the four realities of RPA, which will impact the majority of your enterprise processes.

Reality #1 – Your Processes Aren’t Going Away

Anyone that has worked with current RPA tools will tell you that they can be severely lacking, and their chances of automating one hundred percent of a process, is between slim and none. A recent study by McKinsey echoes this, finding that on average about thirty percent of a process can be automated using today’s technologies. Even as this percentage creeps higher we have to deal with the fact that the activities automated are often not continuous, human judgement must often be interjected, and exceptions happen. All of this means, todays automation technologies can’t support a fundamental rewrite of your processes, yet.

Reality #2 – Your IT Systems Aren’t Going Away

One the strengths of RPA is its ability to work with legacy systems, allowing organizations to get more miles out of their existing technology. It’s not just the systems here that matter, though. The overall enterprise IT architecture supporting the application of identity, change management, security, integrations, and infrastructure all are going to be around for a very long time.

Reality #3 – Your People Aren’t Going Away

If your processes aren’t going away, and your systems aren’t going away, your people can’t go away. While the actual number of people executing activities may drop, the groups involved in the process execution will like increase. IT, Security, Risk, and Compliance will be more involved in the day to day operations, now that RPA is embedded in a process.

Reality #4 – Your Organization’s Structure Isn’t Going Away

If people, process and systems aren’t going away, neither are the organizations that support them. While we can all agree that no organization is perfect, there are often time decades of best practices embedded in their policies and procedures. Every component of an organization has often evolved with a specific purpose, the purpose while maybe not obvious, will most likely need to be addressed in the context of RPA.

When constructing our go to market strategies, we look at how can we lower the “switching costs” of our solution. A high switching cost means, higher risks, higher expenses (impacting ROI), and usually a built in constituency that doesn’t look at change favorably. The same is true about an automation program. Every time the people, process, systems or org need to change, the switching costs are increasing. The key to the speed, and success of an RPA program lies in figuring out how to leverage components of the existing, while delivering change. It will at times be necessary to make large, transformational changes, but a land and expand strategy, while delivering value, presents the highest likelihood of success.


Source: Century French Philosophy, SkyNet, and the 4 realities of RPA

Why hyperconvergence and robots are the CIO’s innovation starting blocks

Automation and hyperconvergence go hand in hand

The majority of business leaders and CIOs are so consumed by day to day activities, there is little time to think strategically about their future direction. With technology continuing to move at a rapid pace, today’s innovations might be yesterday’s news by the time many CIOs get round to implementing them.

The demands of the business will continue to drive the need to optimise and reduce costs, but CIOs need also to adopt technologies such as the Internet of Things (IoT), Artificial Intelligence (AI), and Robotics.

However, embracing this kind of innovation is often easier than done. Through a combination of hyperconvergence, autonomics and robotic process automation (RPA), businesses can simplify their IT applications and infrastructure to reduce the costs of operations – allowing them to innovate while supporting day to day running of the business.

How to make IoT work for you

Over 50 billion devices are expected to be connected to the Internet by 2020, and analysts estimate that a $7.1 trillion dollar industry will be created. The IoT will be a catalyst for transforming virtually every industry from healthcare to insurance to financial services to retail to transportation and logistics.

Through IoT, many business processes can be empowered, and therefore, various industries can reimagine their business models and redesign their processes to take advantage of it. The IoT also unleashes the power of the connected world.

Product manufacturers recognise that by simply connecting their products to the Internet, beginning to collect data, and providing the right blend of analytics, they can unleash new revenue streams.

As an organisation it is critical that CIOs begin to embrace, experiment and deploy products and services based on IoT related technologies.

Conventional wisdom is no longer prevailing where the growth of the IoT will only be driven by large enterprises. There are over 3,100 startups in IoT spanning both products and industries, and according to Gartner, ‘by 2017, 50% of IoT solutions will originate in startups that less than three years old’.

Companies must therefore transform their company culture to make the most of the IoT, which demands new ways of developing and integrating applications. Infrastructure and computing power are no longer competitive weapons – two guys in Starbucks can have the same computing power as a Fortune 500 company.

Businesses must reassess what is core and what should be ‘rented’ or ‘leased’ in an as-a-service model. Becoming highly proficient in cloud, data and analytics is critical for launching IoT products and services; and applying cognitive analytics and AI techniques can create digital experiences that customers will love.

Using the power of hyperconvergence

Hyperconverged, web-scale infrastructure has quickly become one of the hottest trends in IT today. There are dozens of companies, from startups to established vendors, now integrating compute, storage, virtualisation resources, networking and other software components into a single appliance-like platform.

These hyperconverged systems are a natural progression from traditional IT infrastructure, which are commonly silos of systems and operations. Web-scale IT will be present in more than 50% of the world’s enterprises within five years.

Hyperconvergence helps CIOs scale, reduce costs, better align resources, and increase resiliency. Impactful use cases for hyperconvergence exist across traditional infrastructure, OpenStack architectures, as well as DevOps.

Hyperconvergence is a scalable building-block approach that allows IT to expand by adding units, just like in a LEGO set. Granular scalability is one of the hallmarks of this infrastructure, with automation a key component that goes hand in hand with hyperconvergence.

With all resources truly combined with centralised management tools are in place, administrative functionality becomes very easy to automate.

Trust the robots to help

Not too long ago, Robotic Process Automation (RPA) was a total mystery to most organisations, but its potential is now grabbing the attention of IT consulting and advisory firms, outsourcing providers, and enterprises alike. Mckinsey predicts that ‘110-140 million FTE’s could be replaced by automation tools and software by 2020’.

At its core, RPA is ‘robotic’ software that aims to reduce costs, and improve efficiency and productivity by removing repetitive and manually intensive tasks.

RPA consists of advanced software and algorithms that are deployed to complete routine tasks and processes previously performed by humans. RPA delivers accuracy and agility in response to new markets and regulatory demands, helping companies all over the world become more efficient and responsive.

Further, applying autonomics to infrastructure management is driving self-management (self-diagnosis, self-configuring, self-healing, self-optimising, self-protection etc.).

According to the Institute of Robotics Process Automation (IRPA), many IT infrastructure support jobs will be eliminated over the next three years such as automated patch downloads, automated ticket generation, automated account creation for a new application user etc. – allowing resources to be dedicated to truly innovative strategies.

Many companies like to call themselves innovative without really acting it. Keeping up with the pace of technology is certainty difficult, with new technologies emerging all the time.

But despite this difficulty, it’s critical that CIOs find a way to really be innovative, and not just in name only. By starting with hyperconvergence and the benefits of robotics, CIOs can smooth the adoption of new technologies, create happy customers and deliver an IT infrastructure that meets the needs of the business.

Source: information-age.comWhy hyperconvergence and robots are the CIO’s innovation starting blocks

Automation technology to the rescue

Over half of public sector senior managers have said their organisations explored utilising automation technology in the past year

Automation has been widely embraced in the private sector

The intention to integrate robotic process automation (RPA) software into governmental organisations has risen.

53% of public sector senior managers say their organisations have explored the use of automation technology.

Adopting RPA is a move that will combat increasing workloads and tightening budgets.

The research, conducted by iGov Survey on behalf of business outsourcing partner Arvato – of 134 decision makers across 118 public sector organisations – revealed that 21% of respondents expect automation technology to be trialed within their department or authority over the next 12 months.

Work volumes have increased, and staff levels have fallen. Indeed, 73% have seen work volumes rise in the past year, while 68% have experienced a reduction in available resource as a result of staff cuts over the same period, according to the survey.

57% report that more than a tenth of their department’s staff are spending the majority of their time on these administrative tasks.

RPA software is the perfect filler for the mundane and repetitive tasks that these employees find themselves doing.

Debra Maxwell, CEO of CRM Solutions, UK & Ireland, Arvato, commented: “Automation has been widely embraced in the private sector and it’s encouraging to see that government bodies are becoming more receptive to this technology as a way to improve services for citizens and increase efficiencies.”

“Fundamentally, it’s about enabling public sector employees to focus on what’s really important, and redirect resource away from mundane, repetitive tasks.”

Implementing RPA has been proven to improve business operational efficiency, and in governmental operations its use will improve citizen services.

This is the driver for automation. RPA provides a way of harmonising increased workloads, and depleting resources.

“At Sefton Council, one of the first local authorities to implement the technology, our RPA project has delivered impressive results, including reducing input times for Council Tax direct debit payments by 80%, with 100% accuracy,” said Maxwell.

There is little doubt that integrating RPA into governmental operations will have the desired result of improving operational efficiency. The desire, and results are there.

However, an attitude and policy change must be adopted by those who make the decisions.

This will ease RPA’s transition into conventional use.

Source: technology to the rescue