The Future of Automated Digital Labor...2 Ipirou Str & Mesogion Ave., GR 15341 Agia Paraskevi, Τ:...

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The Future of Automated Digital Labor Γιώργος Ντόντος Partner & COO InTTrust

Transcript of The Future of Automated Digital Labor...2 Ipirou Str & Mesogion Ave., GR 15341 Agia Paraskevi, Τ:...

Page 1: The Future of Automated Digital Labor...2 Ipirou Str & Mesogion Ave., GR 15341 Agia Paraskevi, Τ: +30-2106513040, E: info@inttrust.gr 60% of work has the potential for workplace automation*

The Future of Automated Digital Labor

Γιώργος ΝτόντοςPartner & COOInTTrust

Page 2: The Future of Automated Digital Labor...2 Ipirou Str & Mesogion Ave., GR 15341 Agia Paraskevi, Τ: +30-2106513040, E: info@inttrust.gr 60% of work has the potential for workplace automation*

2 Ipirou Str & Mesogion Ave., GR 15341 Agia Paraskevi, Τ: +30-2106513040, E: [email protected]

• InTTrust founded with the vision to be a solution provider that delivers what it promises

• Invest in people – InTTrust employs 120+ employees, 80%+ have strong technical profiles

• Financial stability

• Valued Partner, at the top level, of the major multinational Technology providers

• Trusted Advisor to many Large Enterprises

InTTrust – A few words

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What if companies could automate

repetitive human work activities

easier, faster and more cost effectively than before ?

3

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Physical robots

Perform repetitive physical tasks

Example:

• Pick eight chocolates from assembly line

• Assemble a finished box of chocolates

Software robots

Perform repetitive software tasks

Example:

• Log in to four different systems• Navigate legacy screens to retrieve data• Use data to open new account in

system of record

Software robots are similar to physical robots

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2 Ipirou Str & Mesogion Ave., GR 15341 Agia Paraskevi, Τ: +30-2106513040, E: [email protected]

60% of work has the potential for workplaceautomation*

*McKinsey Global Institute, “A Future that works: Automation, Employment, and productivity,” 2017

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Right brainCognition based

Left brainRules based

Central nervous systemCoordination & orchestration

Eyes Data capture

HandsSoftware robots

Digital Labor

MemoryContent Management

Our mission is to extend humans with digital labor to enable businesses to scale

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Knowledge Workers and Managers

Central Nervous System

Workflow

Eyes Hands Left Brain

Capture Tasks Decisions

Cognition and InsightRight Brain

Digital Labor automates repetitive tasks

Can be enhanced with orchestration, decisions, cognitive services and capture

Digital Labor Enhancement Topology

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Left brain + hands

• Separating complex rules from repetitive tasks

• Example: Calculating discounts during order entry

Eyes + hands

• Extraction and action on information from unstructured content

• Example: Interpreting and matching invoice data with the contract

Central nervous system + hands

• Orchestrating the right balance of repetitive work & knowledge work

• Example: Handling claims exceptions at scale

Digital labor enables businesses to remix the distribution of work

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Typical Industry Use Cases for Digital Labor

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The need to automate repetitive human tasks has led to new ways of thinking about automation

“RPA offers a potential ROI of 30-200%

- in the first year.”McKinsey; The next acronym you

need to know: RPA

200%

200% ROI

30% ROI

Digital labor combines RPA with other automation technologies to integrate robotics into an effective automation agenda

RPA is optimized for task automation The need is to integrate RPA into an end-to-end

solution

64% of businesses are digitizing their processesSource: Forrester

74% of companies will invest in Robot Process Automation to augment human workforce.Source: Deloitte Whitepaper

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• Optimize human resource costs. Robots can work 24/7 without vacations.

• Efficiently execute high volume work with no data errors

• Free up employees to focus on higher value work

• Achieve higher revenue per employee

• Create integrations with applications with no APIs

$ Billions

Source: Grand View Research

Where and Why are Customers Investing in RPA?

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enables companies to easily automate manual, repetitive tasks in order to free up employees to perform higher value work

ROBOTIC PROCESS AUTOMATION (RPA)

HOW RPA WORKS:

RPA ‘robots’ replicate the actions of humans interacting with application user interfaces

• No changes to existing interfaces• Reduces errors associated with

swivel chair integration• Efficiently execute high volume work

RPA Solution Overview

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DBA Express

Workflow, Decisions, Capture and Content

Bot Runners

Playback

Run

Bot Creators

Record

Create

Control Room

• Bot repository• Bot scheduler• Version control• User management• Role-based access• Audit trail

Manage

IBM RPA Platform Enterprise

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• Bot Repository• Bot Scheduler• Version Control• User Management• Role-Based Access• Audit Trail

Create Manage Run

Playback

Bot Creators Control Room Bot Runners

Web apps

Desktop apps

Record

RPA Provides Tools to Create, Manage and Run Bots

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“IBM and Automation Anywhere’stechnologies already are helping The Hanover better manage processes and more quickly complete specific tasks,” said Ian Maher, vice president of strategic sourcing at The Hanover.

“The integration of these technologies is another step toward streamlining more tasks across our organization. We also think combining these technologies could be a starting point for adding more advanced cognitive capabilities into our business processes.”

~Ian MaherVP,Strategic Sourcing

The Hanover

The Hanover Insurance Group, Inc., a leading property and casualty insurance provider, uses software from both IBM and Automation Anywhere.

The Automation Anywhere RPA platform helps with back-office functions, such as underwriting, billing, and claims. .

IBM Business Process Manager helps manage larger system-wide processes, such as new business quoting, underwriting, and policy administration.

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Multiple Legacy

Systems

High Volume

Manual Data Entry

High FTE Required

Repetitive Tasks

Logic & Rules Based Processes

How do we find the Best Candidate Tasks for RPA?

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If your current focus is RPA Tasks …If your current focus is Workflow

Workflow assigns

Tasks to RPA

Process Orchestration

• Refer specific work tasks to RPA Bots

Add Workflow to

RPA Tasks

Handle Exceptions

• Send Bot exceptions to BPA where RPA triggers processes

Add RPA Tasks &

Decisions to Workflow

Maximize Productivity

• Refer specific work tasks RPA bots and others to ODM-based automated decisions

Add Decisions to

RPA Tasks

Make Bots Smarter

• Bots invoke ODM for decisions

Example: Loan origination with manual data entry

Example: Loan origination with upsell decision & manual data entry

Example: Claims processing tasks with eligibility, compliance decisions

Example: Order processing tasks with exceptions

Add Capture to RPA

Tasks

Cognitive Data Extract

• Extract data from documents and images for RPA to process

Example: Extract data from paper based claims invoices

Combining Digital Labor Capabilities

Page 18: The Future of Automated Digital Labor...2 Ipirou Str & Mesogion Ave., GR 15341 Agia Paraskevi, Τ: +30-2106513040, E: info@inttrust.gr 60% of work has the potential for workplace automation*

2 Ipirou Str & Mesogion Ave., GR 15341 Agia Paraskevi, Τ: +30-2106513040, E: [email protected]

Example 1

Policy holder:

1. Submits claim information

Workflow:

5. Routes claim for financial review

6. Routes claim for approvals

Workflow:

2. Orchestrates claims process (including humans, systems & robots)

RPA:

3. Retrieves data from claim system, policy application & provider system

4. Enters data into claim system

Claims Processing example

• Monitoring and enforcing Service Level Agreements

• Managing end-to-end process

• Managing exception processes

• Tracking the status of exceptions

Workflow extends the value of RPA by:

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Example 2

19

Policy holder: 1. Submits update to

policy information

Workflow: 5. Orchestrates human exception process

to resolve

6. Sends updated info to RPA to update

policy system

RPA:2. Enters updated policy data into system

3. Identifies conflicting data (birthdate on update does not match

birthdate on policy)

4. Initiates process to resolve conflicting data

• Managing exception processes

• Tracking the status of exceptions

• Monitoring and enforcing Service Level Agreements

• Managing escalations

Workflow extends the value of RPA by:

If Exception

Insurance Policy update exception

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Example 3

Vendor:

1. Sends email with invoice attached as PDF document

RPA:

6. Logs in to invoice system7. Inputs invoice data8. Compares invoice data

against contract

RPA:

2. Opens email3. Opens PDF attachment

Data capture:

4. Interprets invoice5. Passes relevant fields to RPA

Invoice Entry task example

• Analyzing unstructured content to produce clean, structured data as required by RPA

• Eliminating or reducing the manual work required to interpret documents

• Minimizing exceptions

• Learning from corrections

Data capture extends the value of RPA by:

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Accelerate time to value

Create, test and deliver new

automations in days or weeks

Reduce human error

Eliminate copy/paste mistakes introduced by swivel chair integration

Increase throughput

Fulfill automated tasks in seconds or minutes,

round the clock

Decrease development costs

Develop automations quickly with simple

record/playback functions

Key benefits of Robotic Process Automation

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2 Ipirou Str & Mesogion Ave., GR 15341 Agia Paraskevi, Τ: +30-2106513040, E: [email protected]

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2 Ipirou Str & Mesogion Ave., GR 15341 Agia Paraskevi, Τ: +30-2106513040, E: [email protected]