The document discusses a webinar led by Tom Reuner from HFS Research on improving customer experience through intelligent automation, particularly focusing on RPA and AI. It highlights Standard Bank's successful adoption of WorkFusion's automation technology, which drastically reduced their account opening time and streamlined document verification processes. Key themes include the shift to an as-a-service economy and the importance of human augmentation in service delivery strategies.

1. The Services Research Company
Standard Bank Case Discussion:
Improving Customer Experience through RPA + AI-powered
Cognitive Automation
Webinar in collaboration with WorkFusion
September 28th , 2016
Tom Reuner, Research VP, HfS Research
tom.reuner@hfsresearch.com
@tom_reuner #hfsresearch
Web: www.hfsresearch.com | Blog: www.horsesforsources.com

2. © 2015 HfS Research Proprietary │Page 1
tom.reuner@hfsresearch.com
Overview
§ Tom Reuner is Research Vice President, Intelligent Automation at HfS.
Tom is responsible for driving the HfS research agenda for Intelligent
Automation practice across the whole gamut ranging from RPA to
Autonomics to Cognitive Computing and Artificial Intelligence. A key
element in Tom’s responsibilities is guiding clients and stakeholders on
the evolution of Intelligent Automation including the coverage of new
players and approaches. Furthermore, he is driving the research on
application testing and service management. A central theme for all of
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, Research VP, HfS Research

3. © 2015 HfS Research
HfS Research Gives You an Unvarnished View on the
Market

4. © 2015 HfS Research Proprietary │Page 3
HfS Research Has Been Writing About Intelligent
Automation for 4+ Years

5. © 2016 HfS Research Ltd.
Fixed Assets Leveraged Assets
2
Design
Thinking
3
Brokers of
Capability
1
Write Off
Legacy
4
Collaborative
Engagement
7
Holistic
Security
5
Intelligent
Automation 6
Accessible &
Actionable
Data
8
Plug & Play
Digital
Services
SOLUTION
Ideals
LEGACY
ECONOMY
AS-A-SERVICE
ECONOMYCHANGE MGMT
Ideals
Ø “As-a-Service” is about augmenting human performance by re-thinking business model changes,
enabled by Digital Technologies and Intelligent Automation
Ø Moving into the As-a-Service Economy means changing the nature, attitude, focus and financial
constructs of engagements between Enterprise Buyers, their Service Providers, technology suppliers
and advisors
Industry is heading toward the As-a-Service Economy

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Automation Really is in the Eye of the Beholder

7. © 2015 HfS Research
Robotic Process Automation describes a software development toolkit that allows non-engineers quickly to create
software robots to automate rules-driven business processes.
E.g. digitizing the process of collecting of unpaid invoices, that involves mimicking manual activities in the RPA
software, the integration of electronic documents and generation of automated emails to ensure the whole
collections, process is run digitally and can be repeated in a high-throughput, high intensity model.
Cognitive computing is the simulation of human thought processes in an Intelligent Automation process or set of
processes. It involves self-learning systems that use data mining, pattern recognition and natural language processing
to mimic the way the human brain works, without continuous manual intervention.
E.g. an insurance adjudication system that assesses claims, based on scanned documents and available data from
similar claims and evaluates payment awards.
Autonomics is referring to self-learning and self-remediating engines, where the system makes autonomous
decisions, using high-level policies, constantly monitoring and optimizing its performance and automatically
adapting itself to changing conditions and evolving business rules and dynamics. Increasingly minimal human
intervention.
E.g. a virtual support agent continuously learning to handle queries and creating new rules/exceptions as products
evolves and queries change.
Artificial Intelligence is where intelligent automation systems go beyond routine business and IT process
activity to make decisions and orchestrate processes.
E.g. an AI system managing a fleet of self-driving cars or drones to deliver goods to clients, manage aftermarket
warranties and continuously improve the supply chain.
How HfS Defines the Building Blocks for Intelligent
Automation

8. © 2015 HfS Research Ltd.
The Key Take-aways
§ It is not a question whether Intelligent Automation will happen – it has
arrived
§ It is a question of where, how, at what scale and under which name
§ It is about Human Augmentation – not Matrix 3.0
§ Service delivery is being decoupled from labour arbitrage
§ Service providers have to prepare for revenue model disruption
§ There is a lack of discussion in the Enterprise/B2B market –
the perception is dominated by the likes of Facebook,
Google etc.
§ You have to set the agenda:
Start with the use case - NOT technology
Help the client/stakeholder to envision the journey
and the end-state

9. © 2015 HfS Research Ltd. Proprietary │Page 8
Our Panellists
Ian Weir, Head Business Performance
Improvement, at Standard Bank of
South Africa
Adam Devine, VP Head of Marketing
WorkFusion

10. Intelligent Automation at
Standard Bank
The tech that’s digitizing the bank from the
insight out

12. They call it Africa we call it home

13. Ian and his cohorts
Operational
Excellence
Measurement
Business
Solutions
Engneering
Robotics
feature teams
Exco Team

14. 13
24/7
What matters?
Customer
Cost
The vision

15. COI
Bank
StatementsPayslips
KYC
Proof of
Residence
Proof of
Identification
Employment
Confirmation
COE
Standard Bank’s challenge was similar to many: checking
documents and capturing info into core systems
Process for originating a Revolving Credit Plan, aka a short term loan
Problems: highly manual process to check docs, reliance on customer to send
docs or bring them into branches, KYC required to establish ID and residence of
applicants – proof of residence

16. What does the solution look like?
Customer enters:
§ Name
§ PIN
§ Address
WorkFusion action:
§ API calls to trusted 3rd party
databases
§ 19 sources validate information
§ Human escalations for
corrections and validations
Elimination of human investigation, data capture, copying-and-pasting,
moving info from one system to another

17. Standard Bank customer experience win:
22 days 5 mins
Account opening time reduced by 99.98%

18. The buzz is justified.
How can a business born analog
grow like digital businesses?

19. Workflow Robotics Cognitive (AI) Worker Mgmt Analytics
Process-level
automation
(vs. task level)
Automate
applications using
application UI
Automate
judgment work on
unstructured data
Automate routing of
exceptions and quality
control
Derive insights
about performance
Control Tower
Monitor business activities for Automation
The capabilities behind the results:
A complete Smart Process Automation “toolkit”

20. The buzz is justified.
Why did Standard Bank choose WorkFusion over
every other RPA solution?

21. WorkFusion doesn’t just automate the task,
it automates the end-to-end business process.

22. Whereas other solutions provide an “if / then”
robotic approach, WorkFusion learns.

23. Whereas pay-per-bot model is complex, WorkFusion
scales simply and encourages “big things.”
“how many bots
you want?”
“what do you want
to achieve?”

24. Sneak peek of big things to come....
WorkFusion
Chatbots
WorkFusion
Smart Process
Automation
WorkFusion
Crowdsourcing
Automate customer inquiries and
task execution of through chat
interface
Automate operation of legacy
applications and judgment work
on unstructured data
Automate FTE and external
worker sourcing and
management

25. © 2015 HfS Research Ltd.
Questions?
adam@workfusion.com
Ian.Weir@standardbank.co.za

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About HfS Research
HfS Research is the leading analyst authority and global network for IT and business services, with a specific focus on global
business services, digital transformation, and outsourcing. HfS serves the research, governance, and services strategy needs
of business operations and IT leaders across finance, supply chain, human resources, marketing, and core industry functions.
The firm provides insightful and meaningful analyst coverage of best business practices and innovations that impact
successful business outcomes, such as the digital transformation of operations, cloud-based business platforms, services
talent development strategies, process automation and outsourcing, mobility, analytics, and social collaboration. HfS applies
its acclaimed Blueprint Methodology to evaluate the performance of service and technology in terms of innovating and
executing against those business outcomes.
HfS educates and facilitates discussions among the world's largest knowledge community of enterprise services professionals,
currently comprising 150,000 subscribers and members. HfS Research facilitates the HfS Sourcing Executive Council, the
acclaimed elite group of sourcing practitioners from leading organizations that meets bi-annually to share the future direction
of the global services industry and to discuss the future enterprise operations framework. HfS provides sourcing executive
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their global business services and vendor relationships.
In 2010 and 2011, HfS Research's Founder and CEO, Phil Fersht, was named “Analyst of the Year” by the International Institute
of Analyst Relations (IIAR), the premier body of analyst-facing professionals, and achieved the distinctive award of being voted
the research analyst industry's Most Innovative Analyst Firm in 2012.
In 2013, HfS was named first in rising influence among leading analyst firms, according to the 2013 Analyst Value Survey, and
second out of the 44 leading industry analyst firms in the 2013 Analyst Value Index.
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