Can RPA Scale? Moving Beyond the Hype - Jacada · • 2+ years of experience in Robotic Process...

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Can RPA Scale?

Moving Beyond the Hype

Wednesday, Nov 7th at 1 PM EST

Scott Merritt VP, Global Head of Automation

[email protected]

6 reasons Robotic Process Automation is not scaling and what WE all need to do about it!

RPA Disclaimer

Copyright © 2018 Jacada, Inc. All rights reserved.3

Survey Question #1

• Where are you currently in your RPA journey?

A. Just getting started

B. Early POC / Pilot Phase

C. 1-2 Years experience implementing RPA

D. > 2 years of production deployments

Trough of Disillusionment: Interest wanes as experiments and implementations fail to deliver. Producers of the technology shake out or fail. Investments continue only if the surviving providers improve their products to the satisfaction of early adopters.

https://www.gartner.com/en/research/methodologies/gartner-hype-cycle

RPA

Confidential, Copyright © 2018 Jacada, Inc. All rights reserved.

RPA @ Scale – What’s the hiccup?

Only 3% of firms using RPA

have scaled their digital workforce

Deloitte

77% of firms using RPA have

deployed <10 bots

Process

Excellence

Network

78% of firms using RPA have

deployed <50 bots

HfS

Welcome to digital chaos!


Survey Question #2

Which type of individual would typically be best suited for building RPA bots?

A. Business user?

B. Technical user?

#SortingThruTheRPAhype

RPA myth #1

Copyright © 2018 Jacada, Inc. All rights reserved.

Reality: Regardless of RPA vendor, the ideal skill

sets to target for RPA bot development is

someone with a programming background

Myth: RPA platforms are business user tools

Who should build bots?

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Qualifications Required:• 2+ years of experience in Robotic Process Automations (RPA) with one of the market leading RPA platforms: Automation Anywhere, BluePrism and/or UIPath• Minimum 3 years of experience in programming (.NET, Java, ETL etc.) with a specific focus on developing Bots• Demonstrated expertise with at least 1 full life cycle analytics or systems integration engagements across strategy, design and implementation.• Bachelor’s degree in a relevant field

RPA Developer - #1

Qualifications Required• Bachelors Degree in Computer Science, IT, MIS, Engineering, or related fields.• 3+ years of software development experience• Experience in HTML, SQL, and either .NET/C# or Java.• Proficient in Microsoft Excel, Word, and PowerPoint.• General understanding of UML, BPMN, or technical design documents relevant to process modeling and design.• Past experience working as part of a collaborative team that practices Agile and/or DevOps throughout the SDLC.• Experience across the SDLC, including requirements, design, development, testing, documentation, training, deployment, operations, support and maintenance.

Desired:• Familiarity, certifications, and/or experience with RPA software tools (e.g., UiPath, Blue Prism, Automation Anywhere) highly preferred.• Experience in .NET, C#, Visual Basic and macro development highly preferred.• Experience with BPM workflow platforms highly preferred.• Familiarity, certifications, and/or experience with BI/data analytics techniques and tools highly preferred.

RPA Developer - #2

Source: Deloitte & CGI Job Descriptions

Enterprise RPA involves

IT, doesn’t avoid them

“IT are absolutely critical to the successful deployment of RPA… I have found there is a

significant difference in both speed and cost to deliver between clients that have an engaged and supportive IT function and those where IT

is less supportive.”

David Wright, Director, Deloitte

Source: The Automation Imperative, McKinsey, Sept 2018

What’s the right answer?

13

People

• Who Develops: Developers and/or BA with Dev Background

• Team Structure: Developers/IT, Business Analysts/Business, Continuous Improvement, Program Management

• Where they sit: Flexible but closer to where the work is being done

Process

• SDLC: Design thinking in conjunction with agile methodology

Technology

• Execution: Visual LowCode / NoCode RPA Platform supported by Agile software with built in DevOps capabilities

Goal

IT & Business

Collaboration

Outcome

Speed & Agility


Survey Question #3

When it comes to RPA, where do you typically think about automating processes:

A. Back Office?

B. Front Office?

RPA myth #2

15

Hype: All RPA bots are created equal

Reality: Two types of bots with shared and unique skill sets



Not all bots are created equal

Bot runs on

local workstation

Share the runtime environment with your human employees

Real-time RPA based on application “event” or user’s actions

Attended Automation

3 Vendors*

Bot runs on servers

Runtime environment isolated from that of human employees

Triggered on pre-determined schedule (batch) or in near real-time

Unattended Automation

40+ Vendors

Unique to Attended

• Process Guidance

• UI / Forms Designer

Add On Capabilities

• OCR

• NLP

• ML

• Analytics

Common Bot Skills

• Application management

• Automated Process

Navigation and Data Entry

• Business Rule Automation

• Autonotes / Auditing

Attended RPA Criteria

• >60% Attended RPA bot mix (Gartner 2017 Research)

• Referenceable customers with over 1,000 bots in production

• >10M Revenue

Where do you start?


30% of what 50 People do

1.5% of what 1,000 People do

Timeline - 2 Years + Timeline 12 weeks

RPA Unattended

Approach Approach

=

Where do you start?


30% of what 50 People do

30% of what 1,000 People do

Timeline - 2 Years + Timeline – 2 Years +

RPA Unattended

Approach Approach

=

RPA myth #3

Myth: Best place to start your RPA journey is in the back office

Reality: Be use case and function agnostic, listen to your business and pave your own path



Where to start?

1) Function Agnostic: Follow the volume – people – complexity equation.

2) Invest in both types of bots (Attended & Unattended) to increase your pool of opportunity

3) Just because a process is manual, doesn’t always mean you automate it

4) Quickly evolve to an outcome based strategy and then apply the right tech

Not for RPA

RPA for RPA Sake

(tread lightly)

Tactical RPA

(Sweet Spot)

Strategic RPA

(Enabler)

Co

mp

lexit

y

Volume / People


Survey Question #4

When it comes to identifying automation opportunities to apply RPA, I am finding:

A. Fewer opportunities than I thought?

B. More than I can keep up with?

RPA myth #4

Myth: Unattended RPA opportunities are everywhere

Reality: “Automation” opportunities are prevalent and a multibot strategy will help you cast a wider net.


Where are my opportunities?


Outsourcing took much of the

low handing / high volume fruit

IT has automated more than you

think

What’s left: Exception processing

(“if it fails”) queue work

And

Customer facing transactions

More human discretion required

than you think

Finding New Opportunities – Attended RPA


Engage Customer/

Initiate Work

Understand

Intent

Analyze &

Research

Decide on

Next Best Actions

Take Action &

Document



Make rule based decisions:

Refund If less than 10%

watched (max credits = 3

within calendar year)

Remove Charge,

Notate accounts

correctly

“Launch in context” to

provide a real-time

customer overview based

on call type

Look up billing

transaction

customer is referring

to

Engage Customer/

Initiate Work

Understand

Intent

Analyze &

Research

Decide on

Next Best Actions

Take Action &

Document

Verification Guidance

UI, CTI app sync

Billing – On Demand



Make rule based decisions:

Refund If less than 10%

watched (max credits = 3

within calendar year)

Remove Charge,

Notate accounts

correctly

Remove Charge,

Notate accounts

correctly

“Launch in context” to

provide a real-time

customer overview based

on call type

Look up billing

transaction


to

Look up billing

transaction


to

Look up billing

transaction


to

Engage Customer/

Initiate Work

Understand

Intent

Analyze &

Research

Decide on

Next Best Actions

Take Action &

Document


UI, CTI app sync

Billing - Internet


UI, CTI app sync

Billing – On Demand


UI, CTI app sync

Billing – Phone

Unique Step Unique Step

Shared Step Shared Step Shared Step

Remove Charge,

Notate accounts

correctly


RPA myth #5

Myth: RPA is quick, cheap and easy

Reality: RPA can be QUICK, the software is relatively CHEAP and RPA is NOT “easy”… but if done right can be incredibly powerful new capability.

RPA myth #5 – Quick, cheap and easy


Quick:

Just because you can build a

bot in a week, doesn’t mean you

can implement it in two

Cheap:

Bot licenses are one piece

of the pie

Easy:

Raise you hand if you have

implemented an “easy” enterprise

technology solution lately ☺

• Developing bots is one step of the

SDLC process

• Different bots come with different

challenges.

• Speed and cadence come in year 2

• Bot licenses are “cheap”

compared to people

• Hidden costs: Consulting

Services, Maintenance, Support,

Internal IT, etc.

• Internal socialization &

operationalization efforts delay ROI

• Onboarding a robot is not as easy

as you would think

Establishing a strong foundation for RPA is critical

Source


Year 1 is the hardest.


RPA myth #6

Myth: The reason your bots are not scaling is because they are not cognitive or powered by AI

Reality: AI use cases by organizations and vendor are very specific. Another acronym won’t solve your scale challenges by itself.


RPA and AI Today


“Early robots moved end-of-arm tooling through space, following a programmed path. With no

ability to deviate or react to unexpected events, they needed highly structured environments. This

limited their use to very high-volume applications…”

https://ottomotors.com/blog/expanding-robotics-in-manufacturing

• By Definition, RPA is not “Smart” so there is room for “Intelligence”

• Establish RPA foundation first and think AI

• Be weary of RPA + AI vendor claims

• Early use cases for RPA & AI are specific

• Unstructured to structured data

RPA and AI Tomorrow


https://ottomotors.com/blog/expanding-robotics-in-manufacturing

• We are all still learning how to learn. #Watson

• “Outcomes first”, then technology

• Future of RPA & AI

➢ Targeting auto discovery

➢ Self building, suggesting and self correcting bots

Robots with laser-guided "eyes“…detect the

position of objects and adjust themselves

accordingly

#SortingThruTheRPAhype


Tactical

RPA

Tactically Strategic

RPA will continue

to Evolve

Intelligent

Automation

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Scott Merritt VP, Global Head of Automation

[email protected]

Thank You for your Valuable Participation!

Happy to provide consultancy on the RPA technology, share my insights and

expertise. Feel free to email me at [email protected].

Let’s continue the conversation!

mailto:[email protected]

Can RPA Scale? Moving Beyond the Hype - Jacada · • 2+ years of experience in Robotic Process...

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Transcript of Can RPA Scale? Moving Beyond the Hype - Jacada · • 2+ years of experience in Robotic Process...