What can I achieve through hyperautomation?
Hyperautomation helps you develop a fully-automated enterprise with digital operational excellence and resilience. You might think that this is a loaded answer, and I agree. Allow me to explain by way of a few examples
1. Democratization of automation development for scale
Imagine you have 1,000 employees. By implementing hyperautomation, you can get 200 FTE worth of additional capacity. In other words, you are getting 200 FTE worth of capacity without hiring 200 new employees. This can be accomplished by giving a robot to every employee which can automate routine tasks — by itself or citizen developers. The citizen developers will use no code/low code tools to automate various tasks.
Obviously, this is easier said than done. To reach a fully automated enterprise level, you will end up spending at least a year.
However, it should not be looked at as a headcount reduction mechanism, because the focus is on efficiency. Typically, task-level automation helps you save some hours of the day, if not the whole day. However, it’s futile if we can’t manage and capitalize on the saved effort.
I often hear from customers, “We automated n number of processes. We can show the savings on paper, but it’s not reflected in our costs.”
We refer to this as “cashing the check” syndrome, and it has been a classic problem for many enterprises.*Suggested potential toolset for the above use case
2. Contact centers, service desks and customer service operations
Contact centers and service desks juggle many technologies; integrations are often not available or are too costly to maintain. Agent console is a mix of modern and legacy systems. Modern systems often cannot connect with legacy systems without APIs. When APIs are available, integrations are costly and difficult to maintain, as front and back offices are siloed.
To address these concerns, you can leverage hyperautomation capabilities this way:
- Use chatbots to interact with customers and back-end robots to address customer requests
- Have agent assistance robots to interact with real-time data feeds from multiple systems
- Build robots to perform after-call tasks, such as record updates and data integrations
Build back-office automatic fulfillment robots, validation robots or orchestrate human, robot, and AI tasks.
In short, you are empowering customers to self-serve, enabling agents to deliver a personalized interaction by getting the right information at the right time and improving efficiency across the front and back offices.
3. Customer onboarding
Automating customer onboarding is carried out by bots that are pre-trained using historical data to improve their accuracy. They extract information from documents, input data into systems and build risk profiles via machine learning models and human-in-the-loop models to enable information verification and validation.
Like any other business process, the standard onboarding example below requires a different kind of hyperautomation technology to be implemented at each step.
In the final installment of this series, we will explore a framework that will help you prepare for the hyperautomation journey ahead.
By Yash Malge, Head of Robotic Process Automation, Digital Transformation Office – North America
Posted on July 01