Are you READYRobots in Contact Centers

for the next wave?

Sheri Greenhaus

Managing Partner and Founder

CRMXchange

Naresh Kothari

Sr. Director – Business Development (Americas)

EdgeVerve Systems Limited (an Infosys company)

Our panelists

• What is Robotic Process Automation (RPA)? Why so much noise?

• What does it mean to you and I and the enterprise?

• What is AssistEdge RPA?

• Quick demo and Q&A

Our discussion today

The definition of RPA

RPA is automation of repetitive tasks, transactions and processes on

software applications and systems using software Robots.

RPA doesn’t replace existing software applications like CRM, Billing,

Ticketing, etc., but works with them to perform the specific tasks that

the “virtual user or robot” are assigned to complete.

The noise

Nearly 30% organizations are

already engaged or experimenting

with RPA.

Enterprises are saving as much as

20% on the operational costs with

software robots.

What this means?

Software robots will be impacting

every facet of our daily lives.

Enterprises will be using software

robots to do a range of tasks –

from repetitive to intelligent.

Introducing AssistEdge

8 ©2016 EdgeVerve Systems Limited

400+ business functions

400,000+ active users

Used in 40+ countries

Enhanced agent productivity by 25%

Reduced operational cost by 20%

20% reduction in query resolution

Payback in 3-6 months

$2+ billion savings delivered

Multiple patents

An award winning, proven and scalable platform that helps enterprises in end-to-end service modernization through automation

Partnering with clients across –

TELECOM, BANKING, INSURANCE, RETAIL, HEALTHCARE & MANUFACTURING

10,000+ processes automated

50+ million transaction per month

9 ©2016 EdgeVerve Systems Limited

The Robotics journey has discreet types automations

Assisted AutomationRobotic Process

AutomationAI enabled Cognitive

Automation

Humans manage systems Robots manage systems Robots manage robots

Deterministic Non-deterministic

10 ©2016 EdgeVerve Systems Limited

What tasks can be automated?

Application interactions

Application navigation

Data extraction

Data capturing

Data population

Validations

File operations

Email automation

UI Automation

11 ©2016 EdgeVerve Systems Limited

What is Unified dashboard with automation on-demand?

Unified view of customer to obtain the right information and context for call

Increased agent productivity through task automation

Streamlined automated process that promotes operational efficiency

Seamless integration with CTI, BPM and other standard systems

Single application to host disparate applications

Generic reusable framework for automation and runtime application Plug-n-Play

12 ©2016 EdgeVerve Systems Limited

AssistEdge implementation in an enterprise

Global Queue Resolved Cases

Robotic Automation

Classifier

Manned Resolution(Unified Dashboard with automation on demand, desktop monitoring and expert connect)

Non Robotic cases / tickets / calls

Fallouts / Errors / Manual decision points

Manual Resolution

Robotic ResolutionAutomatable cases / tickets

Tickets/ Cases/ Excel/ Mails

Calls/ chats

13 ©2016 EdgeVerve Systems Limited

Potential use cases for robotic automation (by business function)

Customer service

Billing support

Technical support

Order management

Sales support

Retention

Finance & Accounting

Order to Cash

Master Data Management

Procure to Pay (P2P)

Record to Report (R2R)

Root cause analysis

Financial planning & analysis

Sales & Fulfilment

Pre-sales

After sales/ Assurance

Fulfilment

Inside sales

Source to settle

Supply chain

Sales

Service desk

Password reset

Access control

Application support

Software requests

Human Resource Management

Recruitment

Onboarding

Payroll

Benefits administration

HR helpdesk

Learning & Development

Miscellaneous

Scheduling

Project planning

Administration

Automation scope Medium LowHighVery High

14 ©2016 EdgeVerve Systems Limited

Potential use cases for robotic automation (by activity type)

Task

Copy paste

Data aggregation

Rules driven

Human analysis

Research

Front end

Web

AS400

Mainframes

UNIX

Native

SharePoint

Data sources

Databases

Applications

Excel

Mails

Chats

Calls

Packages

Oracle EBS

SAP

SFDC

Ticketing

PEGA

OCR

Excel

Word document

PDF

Images - Types

Images – Hand written

Miscellaneous

Reporting

Automation scopeMedium LowHighVery High

15 ©2016 EdgeVerve Systems Limited

What you will see today – Automation of bank account opening process

Open XL Sheet to view

details of all accounts to

be opened

2 3 4

Open Account Opening

Web Application and sign

in

Click on Account Opening on Web

Application so that the account details

customer details screen comes up.

One by one copy customer details

from XL and paste all relevant

fields on Account Opening Web

Application, and click “Open

Account”

1

Before RPA

Repeat this for all entries in the XL

Agent performing manual

transactions on respective

systems

5

Open Credit Check Web

Application and check

credit score and enter it

in Account Opening App

6

Open Electric Bill PDF and

check Address. Compare it with

the one in XL -

Mark as Validated in the

Account Opening App.

7 Update XL Sheet with new

account number

Configurable Business rules

to identify XL records for

account opening

Robotic Process Automation

Records from identification steps are sent to

AssistEdge robots for processingAssistEdge Robots performing

all tasks automatically

1 2After RPA

Applications integrated

with Robots for

automated transactions

for account opening

AssistEdge reports and analytics dashboard

XL Sheet

Account Opening

Web Application

Potential Benefits ~80% cases processed using RPA ~40-50% improved agent productivity

Credit Check Application

PDF of Bill 3

16 ©2016 EdgeVerve Systems Limited

Why AssistEdge?

End-2-End Automation

using software robots.

Completely hands free till there

is an exception.

Assisted Automation

user controls the automation.

Achieved through AssistEdge

RPA + Unified Dashboard

which provides a view of all

assisted automations.

Partial Automation

combination of automated and

manual tasks which require

review or judgment. Achieved

through AssistEdge Unified

Dashboard which reduces

closure time.

Everyone will gain

- Employee

- Enterprise

- Society

What’s next?

For more information, please contact

Naresh KothariMobile: +1 510 894 9398Email: naresh_k@infosys.com