HfS Webinar - Digital Workforce for the Digital Enterprise

The Services Research Company

Digital Workforce for the Digital Enterprise

WebinarincollaborationwithBluePrismApril6,2017

TomReuner,SVP,HfSResearchtom.reuner@hfsresearch.com@tom_reuner #hfsresearch

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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.

PreviousExperience§ 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§ TomhasaPhDinHistoryfromtheUniversityofGöttingen inGermany.

Tom Reuner, SVP, HfS Research

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HfS Research Has Been Writing About Intelligent Automation for 5+ Years

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Automation Really is in the Eye of the Beholder

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…and RPA is no Different

Other/Accessto

sourcingdecisions

CoreRPAcapabilities

Frontoffice

BPMERP

Productivitytools

RPApositioning

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Lessons and Insights from our RPA Research

DuopolyofAutomationAnywhereandBluePrism:Behindthetwomarketleaders,UiPathisgrowingstronglyandPega getsincreasinglyaddedtothemix.CongratulationtoalltheprovidersintheWinners’Circle!!

Itisabouttransformationstupid!Marketisshiftingtowardtransformationalprojectswithend-to-endperspective.Consultanciesandpure-playscomingtothefore.However,M&Alikelytoabsorbpure-plays

MovetowardCognitiveAutomationandAutomationEcosystems:Shiftfromearlynotionsofturn-keysolutionstowardbroadcognitivecapabilitiesandtheabilitytodemonstrateopenstandardsandecosystemsmindset

Datacurationiscritical:ApplyingCognitiveandmachinelearningsolutionstoIAandRPArequiresaccesstolargeamountsofrelevantdatatobuildreliablemodels

Warfortalent:AcutelackoftalentunderstandingtheimplicationsofRPAtechnologiesonprocesschainsandworkflows.Certificationsdouble-edgeswordastheymightaccelerateattrition

Smokeandmirrorsaddtoconfusion:TheconfusionaroundRPAvs.RDAsaswellasthelackofclarityastohowcodingandscriptingisneededfordeployments.Manyprojectsaresoldas”ManagedService„confoundingautomationproposition

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Endgame: Vertically infused data and insights?!

Insights,Data

VerticalProcesses

Verticallyinfusedinsightsanddata

BPaaS,BPOas-a-stack,Industryplatforms.

Machinelearning,Neuralnetworks,Enterprisesearch,ArtificialintelligenceAnalytics

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Our Panellists

DavidMossCTO

BluePrism

ColinRedbondProductManager&

TechnicalArchitectureLeadBluePrism

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blueprism.com

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Ecosystem&IntelligentAutomation

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EffectiveDigitalStrategies– TheConnectedEnterprise

Voice

Chat

Mobile

Web

Email

Forms

DigitalStrategy

DiscoverAssessDigitize

AutomateIntegrate

BestofBreedPlatforms

CommercialinConfidenceHfS Webinar4/6/2017

EffectiveDigitalStrategies– TheConnectedEnterprise

Voice

Chat

Mobile

Web

Email

Forms

DigitalStrategy

DiscoverAssessDigitize

AutomateIntegrate

BestofBreedPlatforms

OperationsTechnology

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SelectingaPlatform- DeliveronFirstPrinciples

AnalyticsInfrastructure

EnablementExecution

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IndustrialisetheApproach

Resilience

Security

Scalability

Control

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ScalableDeliveryFramework

RobustDesignMethodology

ProvenOperatingModels

BuildforScale

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ApplicationExtensions

TechnologyAlliances

PlatformPartners

Collaborateforacoherent,interoperableplatform

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PlatformfortheDigitalOperatingSystem

Voice

Chat

Mobile

Web

Email

Forms

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blueprism.com

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BuildingaTechnologyPartnerEcosystem

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BuildingaTechnologyPartnerEcosystem

Foundation

Execution Enablement

Analytics

Platforms

Machine

Learning

SmartForms

OCR/ICR

Virtualization

Orchestration

PatternRecognitionDocument

Processing

IVR/TTS

NLG

NLP

SentimentAnalysis

ProcessMining

OCR/ICR

PatternAnalysis

Visualization

Monitoring

Development

Dashboards

HITL

Cloud

Chatbots

Translation

TechnologyAlliancesandPartnerships

DigitalWorkforce

HITL

CoreProductDevelopment

Collaborative

Content

TechnicalAlliances

StrategicPlatforms

“WorkswithBluePrism”

StrategicPlatforms

TechnologyAlliances

ElitePartner

PremierPartner

AssociatePartner

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Cogito Routing

AutomatedCaseOpening,FormCompletion,Submission|EngagesHumansOnlyAsNeeded

Claimspackage

HumanvalidationUI

HumanVerificationNeeded

CaseDB

DBUI

Humanstohandlethecaseexception/complexcase

1

5

2

6

3

4

Automatedcompletion

Automatedoffer/reply

UseCase1– InsuranceCaseHandling(BluePrism+Cogito)

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UseCase1– InsuranceCaseHandling(BluePrism+Cogito)

Portal

E-mail

Mail

WS

Cloud

CATEGORIZEATTACHMENTS

Detectinvoices,diagnosis,accident

report,etc SPELLCHECK

Cogitocanembedaspellcheck

module tocorrecttypo andmisspelling

ACCEPT/REJECTANALYSIS

Takeadecision ormake anactionbased ontheextracted info

RECORDCLAIMANDCLOSE

Recordthedataentryinexisting

systems

EXTRACTDATA

Extract andTransform Data

fromEntrysystems

ANALYZEDATA

Understand andextract necessary

info,suchas vehicle,insured,ICD

injury code,etc

CATEGORIZEATTACHMENTS

Identify theLoBandroute

themessagesaccordingly

AutomatedCaseOpening,FormCompletion,Submission|EngagesHumansOnlyAsNeeded

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UseCase2- EmailtoTicketBridge

1. EmailsreadinfromtaskID

8. Ticketcreatedorupdatedandassignedtocorrectresolvergroup

6.MailContentinnon-English

2. EmailcontentsentforCognitiveAssignment

4. Bestassignmentdestinationandticketattributesbasedonticketcontent

5. Proposedremediationtasksbasedonticketcontent

3.RemediationDataforSoftware+AccountKnowledgeBase

7.MailContenttranslatedtoEnglish

CanbeappliedtorunagainstContactus:

XXX@customer.com?

0. TicketDatausedforCognitiveLearningWhatisthe

communicationabout?Where

shoulditbesentforresolution?

ü Reducedtimetoresolverü Accurateassignmentü Inresolverslanguageü Enrichedwithresolutionhelpü Scaletomeetvolumesü Reducedmanualeffort

RelevantIBMWatsonAPIs:

NaturallanguageclassificationEntityextractionRetrieveandRankLanguageTranslation

Multi-LingualRoboticEmailProcessingFromIssueThroughIntelligentResolution

LanguageTranslation

KnowledgeBases

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“WorkswithBluePrism”

StrategicPlatformsTechnologyAlliances

ElitePartner

PremierPartner

AssociatePartner

OurTechnicalAllianceProgramprovidespartnerswithaccesstoresources,technicaltoolsandopportunitiestopromotejoint

solutionsforcustomers

TheBluePrismTechnicalAllianceProgram

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Questions?

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About HfS ResearchHfS ResearchisTheServicesResearchCompany™—theleadinganalystauthorityandglobalcommunityforbusinessoperationsandITservices.Thefirmhelpsorganizationsvalidateandimprovetheirglobaloperationswithworld-classresearch,benchmarkingandpeernetworking. HfS Researchwasnamed"IndependentAnalystFirmoftheYearfor2016"bytheInstituteofIndustryAnalystRelationswhichvotedon170otherleadinganalysts.HfS ChiefAnalyst,PhilFersht,wasnamedAnalystoftheYearin2016forthethirdtime.

HfS coinedtheterms"TheAs-a-ServiceEconomy"and"OneOffice™",whichdescribeHfS Research'svisionforthefutureofglobaloperationsandtheimpactofcognitiveautomationanddigitaltechnologies.HfS' visioniscenteredoncreatingthedigitalcustomerexperienceandanintelligent,singleofficetoenableandsupportit.HfS’ coremissionisabouthelpingclientsachieveanintegratedsupportoperationthathasthedigitalprowesstoenableitsorganizationtomeetcustomerdemand- asandwhenthatdemandhappens.WithspecificpracticeareasfocusedontheDigitizationofbusinessprocessesandDesignThinking,IntelligentAutomationandOutsourcing,HfS analystsapplyindustryknowledgeinhealthcare,lifesciences,retail,manufacturing,energy,utilities,telecommunicationsandfinancialservicestoformarealviewpointofthefutureofbusinessoperations.

HfS facilitatesathrivinganddynamicglobalcommunitywhichcontributestoitsresearchandstagesseveralOneOffice™Summits eachyear,bringingtogetherseniorservicebuyers,advisors,providersandtechnologysuppliersinanintimateforumtodevelopcollectiverecommendationsfortheindustryandadddepthtothefirm’sresearchpublicationsandanalystofferings.

Nowinitstenthyearofpublication,HfS Research’sacclaimedblogHorsesforSources isthemostwidelyreadandtrusteddestinationforunfetteredcollectiveinsight,researchandopendebateaboutsourcingindustryissuesanddevelopments.

HfS wasnamedAnalystFirmoftheYearfor2016,alongsideGartnerandForrester,byleadinganalystobserverInfluencerRelations.