HfS Webinar - Digital Workforce for the Digital Enterprise
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This document summarizes a webinar presented by Tom Reuner from HfS Research on intelligent automation. The webinar discussed lessons learned from HfS research on robotic process automation (RPA), including the dominance of Automation Anywhere and Blue Prism in the market. It also looked at the shift toward transformational RPA projects, cognitive automation, and building automation ecosystems. Examples were provided of how RPA can be used in combination with cognitive technologies from companies like Cogito and IBM Watson to automate processes like insurance case handling and routing emails to tickets. Blue Prism discussed its partner ecosystem and examples of joint solutions with partners like Cogito.
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HfS Webinar - Digital Workforce for the Digital Enterprise
- 1. The Services Research Company Digital Workforce for the Digital Enterprise Webinar in collaboration with Blue Prism April 6, 2017 Tom Reuner, SVP, HfS Research tom.reuner@hfsresearch.com @tom_reuner #hfsresearch
- 2. © 2017 HfS Research Proprietary │Page 1 tom.reuner@hfsresearch.com Overview § Tom Reuner is Senior Vice President, Intelligent Automation and IT Services at HfS. Tom is responsible for driving the HfS research agenda for Intelligent Automation and IT Services. Automation cuts across the whole gamut ranging from RPA to Autonomics to Cognitive Computing and Artificial Intelligence. This includes increasingly the intersections of unstructured data, Analytics, and Cognitive Automation while mobilizing the HfS analysts to research Intelligent Automation dynamics across specific industries and business functions. Furthermore, he is supporting HfS’ push to disrupt IT Services research by focusing on application services and testing. A central theme for all his research is the increasing linkages between technological evolution and evolution in the delivery of business processes. Previous Experience § Tom’s deep understanding of the dynamics of this market comes from having held senior positions with Gartner, Ovum and KPMG Consulting in the UK and with IDC in Germany where his responsibilities ranged from research and consulting to business development. He has always been involved in advising clients on the formulation of strategies, guiding them through methodologies and analytical data and working with clients to develop impactful and actionable insights. Tom is frequently quoted in the leading business and national press, appeared on TV and is a regular presenter at conferences. Education § Tom has a PhD in History from the University of Göttingen in Germany. Tom Reuner, SVP, HfS Research
- 4. © 2017 HfS Research Proprietary │Page 3 HfS Research Has Been Writing About Intelligent Automation for 5+ Years
- 5. © 2017 HfS Research Proprietary │Page 4 Automation Really is in the Eye of the Beholder
- 6. © 2017 HfS Research Proprietary │Page 5 …and RPA is no Different Other/Acces s to sourcing decisions Core RPA capabilities Front office BPM ERP Productivity tools RPA positioning
- 7. © 2017 HfS Research Proprietary │Page 6 Lessons and Insights from our RPA Research Duopoly of AutomationAnywhere and Blue Prism: Behind the two market leaders, UiPath is growing strongly and Pega gets increasingly added to the mix. Congratulation to all the providers in the Winners’ Circle!! It is about transformation stupid! Market is shifting toward transformational projects with end-to-end perspective. Consultancies and pure-plays coming to the fore. However, M&A likely to absorb pure-plays Move toward Cognitive Automation and Automation Ecosystems: Shift from early notions of turn-key solutions toward broad cognitive capabilities and the ability to demonstrate open standards and ecosystems mindset Data curation is critical: Applying Cognitive and machine learning solutions to IA and RPA requires access to large amounts of relevant data to build reliable models War for talent: Acute lack of talent understanding the implications of RPA technologies on process chains and workflows. Certifications double-edge sword as they might accelerate attrition Smoke and mirrors add to confusion: The confusion around RPA vs. RDAs as well as the lack of clarity as to how coding and scripting is needed for deployments. Many projects are sold as ”Managed Service„ confounding automation proposition
- 8. © 2017 HfS Research Proprietary │Page 7 Endgame: Vertically infused data and insights?! Insights, Data Vertical Processes Vertically infused insights and data BPaaS, BPO as-a-stack, Industry platforms. Machine learning, Neural networks, Enterprise search, Artificial intelligence Analytics
- 9. © 2017 HfS Research Proprietary │Page 8 Our Panellists David Moss CTO Blue Prism Colin Redbond Product Manager & Technical Architecture Lead Blue Prism
- 20. Commercial in Confidence HfS Webinar 4/6/2017 Cogito Routing Automated Case Opening, Form Completion, Submission | Engages Humans Only As Needed Claims package Human validation UI Human Verification Needed Case DB DB UI Humans to handle the case exception / complex case 1 5 2 6 3 4 Automated completion Automated offer/reply Use Case 1 – Insurance Case Handling (Blue Prism + Cogito)
- 21. Commercial in Confidence HfS Webinar 4/6/2017 Use Case 1 – Insurance Case Handling (Blue Prism + Cogito) Portal E-mail Mail WS Cloud CATEGORIZE ATTACHMENTS Detect invoices, diagnosis, accident report, etc SPELL CHECK Cogito can embed a spellcheck module to correct typo and misspelling ACCEPT / REJECT ANALYSIS Take a decision or make an action based on the extracted info RECORD CLAIM AND CLOSE Record the data entry in existing systems EXTRACT DATA Extract and Transform Data from Entry systems ANALYZE DATA Understand and extract necessary info, such as vehicle, insured, ICD injury code, etc CATEGORIZE ATTACHMENTS Identify the LoB and route the messages accordingly Automated Case Opening, Form Completion, Submission | Engages Humans Only As Needed
- 22. Commercial in Confidence HfS Webinar 4/6/2017 Use Case 2 - Email to Ticket Bridge 1. Emails read in from task ID 8. Ticket created or updated and assigned to correct resolver group 6. Mail Content in non-English 2. Email content sent for Cognitive Assignment 4. Best assignment destination and ticket attributes based on ticket content 5. Proposed remediation tasks based on ticket content 3. Remediation Data for Software + Account Knowledge Base 7. Mail Content translated to English Can be applied to run against Contact us: XXX@customer.com? 0. Ticket Data used for Cognitive Learning What is the communication about? Where should it be sent for resolution? ü Reduced time to resolver ü Accurate assignment ü In resolvers language ü Enriched with resolution help ü Scale to meet volumes ü Reduced manual effort Relevant IBM Watson APIs: Natural language classification Entity extraction Retrieve and Rank Language Translation Multi-Lingual Robotic Email Processing From Issue Through Intelligent Resolution Language Translation Knowledge Bases
- 25. © 2017 HfS Research Proprietary │Page 24 About HfS Research HfS Research is The Services Research Company™—the leading analyst authority and global community for business operations and IT services. The firm helps organizations validate and improve their global operations with world-class research, benchmarking and peer networking. HfS Research was named "Independent Analyst Firm of the Year for 2016" by the Institute of Industry Analyst Relations which voted on 170 other leading analysts. HfS Chief Analyst, Phil Fersht, was named Analyst of the Year in 2016 for the third time. HfS coined the terms "The As-a-Service Economy" and "OneOffice™", which describe HfS Research's vision for the future of global operations and the impact of cognitive automation and digital technologies. HfS' vision is centered on creating the digital customer experience and an intelligent, single office to enable and support it. HfS’ core mission is about helping clients achieve an integrated support operation that has the digital prowess to enable its organization to meet customer demand - as and when that demand happens. With specific practice areas focused on the Digitization of business processes and Design Thinking, Intelligent Automation and Outsourcing, HfS analysts apply industry knowledge in healthcare, life sciences, retail, manufacturing, energy, utilities, telecommunications and financial services to form a real viewpoint of the future of business operations. HfS facilitates a thriving and dynamic global community which contributes to its research and stages several OneOffice™ Summits each year, bringing together senior service buyers, advisors, providers and technology suppliers in an intimate forum to develop collective recommendations for the industry and add depth to the firm’s research publications and analyst offerings. Now in its tenth year of publication, HfS Research’s acclaimed blog Horses for Sources is the most widely read and trusted destination for unfettered collective insight, research and open debate about sourcing industry issues and developments. HfS was named Analyst Firm of the Year for 2016, alongside Gartner and Forrester, by leading analyst observer InfluencerRelations.