The document discusses various forms of automation including task-based, process-based, knowledge-based, and value-based automation, emphasizing their roles in improving operational efficiency and customer experience. It details the differences in implementation from attended desktop automation to complex server-based processes, highlighting the importance of integrating AI and other technologies. The text also addresses the need for upskilling employees to adapt to automation and enhance data quality.

1. Task Based Automation Process Based Automation Knowledge Based Automation Value Based Automation
tomation Task Process Data Customer
e Employee Engagement Operational Efficiency Enterprise-wide Scalability Customer Experience
Task based automation is associated with
attended desktop automation where software
robots are triggered by an employee or an
event on the desktop workstations to perform
simpler individual tasks such as inputting,
retrieving or moving data in one or more
desktop applications. User and Robot work
together and the user still handle most
exceptions themselves
Process based automation is associated with unattended
server-based automation where software robots are
scheduled to run on machines on a server to perform
complex rules based, high volume, standardized, end to
end business processes involving structured and semi-
structured data processing. Robot works independently
of a user and can handle majority of exceptions itself or
alert a user where necessary
Knowledge based automation is associated with
automation of more complex tasks that requires
cognitive abilities achieved using artificial intelligence
by developing knowledge to understand, analyse,
process and predict outcomes from large volumes of
highly unstructured data such as speech, language, text,
images
Value based automation is asso
combining different forms of In
with other major 4th Industrial r
technologies to innovate and re
operations empowered by auto
transform customer experience
g Business Unchanged Re-configured Enhanced Re-designed
s Innovation Aspirational Incremental Incremental Radical
 Reduced transaction handling times giving
hours back to business
 Improved Employee Engagement and
Well being
 Increased Customer Satisfaction
 Greater Operational Efficiency
 Increased Operational Capacity
 Improved Operational Quality & Reduced Error
Rate
 Scaled automation within the enterprise wide
across business units and locations
 Expanded scope of automation amplifying the use
of both task and process-based automation
 More holistic end-to-end automation
 New operational business
increased new customer a
 Increased profitability
 Higher customer value cre
social, environmental
ation Proven Existing Technologies- UI/Surface Automation, Web/Screen Scraping, OCR New Automation Technologies- Machine Learning,
Computer Vision, NLP, NLG, Big Data Analytics,
Chatbots
All mentioned automation tech
IoT, Mobile, Industrial Robotics,
robots, VR/AR/MR, 3D printing
ation Model Deterministic Deterministic and Probabilistic
ments Subject matter expertise, Basic Workflow
Design, Intermediate Desktop Computer Skills,
Structured data interactions, Problem solving,
Orchestration & management of Software
Robots, Basic UI Automation and Computer
programming
Skills on the left + Process Design, Intermediate
Computer Programming, Object orientated
development, DOM and UI elements identification,
database interactions, Software Debugging & Testing,
Source code management, Software design patterns,
Coding standards, Maintenance of Software Robots,
Integration through APIs
Advanced Computer Programming & Mathematics
skills, Quantitative analysis, Statistics, Probability, Data
visualisation, Data structures, Pattern recognition,
Algorithms development, Data mining
All mentioned skill sets on the le
problem solving, Creativity, Rea
Critical thinking, CX & Design th
engineering, Hardware interfac
customer experience creation
Overcome Overcoming the mindset that Automation is not
a job killer to Upskill or Re-skill employees, so
Re-calibrating existing processes to allow a sequence of
tasks in an end to end process to be effectively
Improving Data quality needed to Generate, retain and
enhance knowledge
Creating and sustaining a Cultur