Climbing the RPA Value Chain

Robotic Process Automation (RPA) – What, Why, How and Who.

What is RPA and where does it fit within Automation? There are a lot of opinions, and maybe some confusion, so let’s simplify it.

Robotic Process Automation (RPA) is the use of software with a limited amount of Artificial Intelligence (AI) and Machine Learning (ML) capabilities to handle high-volume, repeatable tasks that previously required humans to perform. These tasks can include but are not limited to queries, calculations and the maintenance of records and transactions.

RPA is a subset of automation. When an entire human-operated production line is replaced with a fully autonomous factory it is considered Business Process Automation (BPA), whereas RPA focusses on adding a collaborative robot to one workstation within a production line. A good example of RPA would be software-based bots that capture and interpret data to process a transaction.

Why RPA?

Gartner refers to RPA as a gateway technology or a surface tool as it skims the surface of the larger intelligent automation services market. There are various reports on RPA market size and growth trends, but all needles point in one direction – RPA is here and is bound to grow, especially RPA Services.

A primary reason for implementing RPA is cost improvement, but the benefits of RPA go far beyond cost.

• Decreased cycle times and improved throughput: Software robots are designed to perform tasks faster than a person can and do not require sleep — making 24×7 operations possible.
• Flexibility and scalability: Processes, once defined, can be executed and scaled at will. RPA bots can be reassigned quickly and can perform many types of processes.
• Improved accuracy: Robots are programmed to follow rules and robots don’t make typos.
• Improved employee morale: The tasks and processes most suitable for automation are typically the most onerous and least enjoyed. Employees usually feel relieved about the automation and look forward to focusing on more rewarding and higher value activities.
• Detailed data capture: The tasks performed by a software robot can be monitored and recorded at every step, producing valuable data for analytic insight or an audit trail that can support further process improvement and help with regulatory compliance.

All these benefits can help a brand connect to customers more efficiently, personally and powerfully at scale.

RPA in Customer Experience – Key Approached and how clients have benefited.

Automation has been a part of many Concentrix solutions, in some form or another, for years. Our service delivery automation continuum is built upon the principles of continuous improvement and process optimization methodologies. Automation at Concentrix is focused around:

• Macro Automation: Basic macros within an application on the agent workstation.
• Desktop Automation: Automation across applications on the agent workstation and attended processes.
• Robotic Process Automation: Automating steps or full processes across systems and unattended processes.
• Workflow Automation: Automating end-to-end processes within a workflow system.
• Cognitive Process Automation: Intelligent automation that can learn and interact in a non-structured manner.

Here are just a few brief examples of effective implementations across different industries.

RPA – What have we learned?

We turn to RPA to eliminate tedious tasks, freeing staff to focus on higher value work, but RPA is no guarantee without proper design, planning and governance. Even with a successful implementation, scaling is another challenge. Only 3% percent of organizations have managed to scale RPA to a level of 50 or more robots, says a Deloitte study.

A successful RPA implementation requires a certain skillset that traverses both technology and business. It needs a mindset that considers the ifs, thens, and what ifs. Such minds are hard to come. And even when you find them, it’s a challenge to keep them constantly engaged, challenged and motivated. Here are 10 tips we’ve learned along the way that help.