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Robotic Process Automation & Artificial Intelligence - Eric stioui
The document discusses the impact of robotic process automation (RPA) and artificial intelligence (AI) on business efficiency and customer interactions, highlighting the massive amounts of data generated and the increasing expectations for personalized service. It predicts that by 2025, a significant portion of jobs will be transformed through automation, and customer interactions will predominantly occur without human involvement. Case studies are presented, demonstrating substantial improvements in cost and customer care through automation.
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Robotic Process Automation & Artificial Intelligence - Eric stioui
- 1. From inspiration totransformation. Together. | 1 Drive Efficiency Robotic Process Automation & Artificial Intelligence Eric STIOUI Solution Specialist Director IT Summit - Brussels May 17
- 2. From inspiration totransformation. Together. | 2 Data inflation Big data is big…. Every thing on this earth is getting smarter and smarter and is recording data as every second goes by But how big is it ? Were talking about 800,000 Petabytes of data created every year
- 3. From inspiration totransformation. Together. | 3 • 60 seconds to a minute • 60 minutes to an hour…. • Megasecond: 11 days • Gigasecond: 32 years • Terasecond: 32 000 years (think entire written history of mankind) • Petasecond…. (think far before the “Big Bang”) Beyond imagination
- 4. From inspiration totransformation. Together. | 4 … and it generates tons of data Your smartphone is more powerful than all of NASA’s combined computing in 1969…
- 5. From inspiration totransformation. Together. | 5 Emotions influence what we remember, how we evaluate encounters, and how we decide Big data and new behaviors influence customer experience
- 6. From inspiration totransformation. Together. | 6 Proliferation of channels and devices Growing customer expectations Customer service representatives handle 6 desktop applications in a single interaction with customer Customers expect personalized interactions and 1st contact resolution, organizations require revenue growth and profitability 80%of employee hours are spent on dull tasks Mundane repetitive but mandatory tasks Source: Gartner Service level expectations are rising… … but budgets are tightening
- 7. From inspiration totransformation. Together. | 7 predictions pertaining to digital business Robots are taking a major role IT budget is shared By 2025, 3out of 10jobs will be converted to software, robots or smart machines 38%of total IT spending is outside of IT department, and by end 2017, it will be over 50%. By 2020, 85%of customer interactions would be managed without a human From life agent to automation global knowledge workers could be impacted by RPA by 2025 100 million
- 8. From inspiration totransformation. Together. | 8 Low Medium High LowMediumHigh Speed & predictability of execution Processcontinuity Source: Deloitte Analysis IT Transformation BPMS Outsourcing RPA Robotic Process Automation vs. traditional process transformation approaches
- 9. From inspiration totransformation. Together. | 9 Application infrastructure User Application 1 Human User Interface Application 2 Human User Interface Network layerIT security User role identificationDomain system Application integration Application Automation Employees and robots efficiently collaborate
- 10. From inspiration totransformation. Together. | 10 An intelligent agent that helps to create value for little effort It can take the nuances of customers’ needs and do all the hard work in the background It greatly decreases friction between your services and customers Chatbot Initiate your robotic transformation providing a team of virtual workers: Chatbot as an example, what is it?
- 11. From inspiration totransformation. Together. | 11 Robotic Process Automation Cognitive technologies Cognitive automation Rules engine Screen scraping Work Flow + + Processing of unstructured data and base knowledge + Self-adaptive Natural language Big Data analytics + + Machine learning Large-scale processing Artificial intelligence + ++ Orange value proposition 1 2 3An evolving automation framework
- 12. From inspiration totransformation. Together. | 12 Cost per transaction reduced from $4 to $1.5 (SGD) investments payback in less than 5 months A Singaporean subsidiary of a large French group Some results and benefits
- 13. From inspiration totransformation. Together. | 13 in six months since the launch, customer care automation raised from 0% to 96% resolution time via chat has dropped from 16min to 2min A Latin American Airline Some results and benefits
- 14. From inspiration totransformation. Together. | 14 Thank you
- 15. DISCLAIMER Any use, republicationor redistribution of this content is expressly prohibited without the prior written consent of the Author. Permission to copy and reproduce content may be granted by the author, at their discretion, and by request only. Source: presentation of Eric Stioui, Orange Business Services at the 2017 SITA Air Transport IT Summit, Brussels. 2017 Air Transport IT Summit