Upload
others
View
3
Download
0
Embed Size (px)
Citation preview
Automating Self-Service Banking with Robotics & AI
Intracom Bulgaria S.A. | 36 Dragan Tzankov Blvd., Interpred WTC, Block A, Floor 9, 1040 Sofia, Bulgaria
t.: +359 2 8077777 | f: +359 2 8077788 | www.intracombg.com
Trends, Innovations and Expertise of Intracom Bulgaria for Financial Sector Solutions
Valeria Boyadzhieva
Head of Sales and Presales Departments
12.04.2018
AGENDA
▶ Intracom Bulgaria at Glance
▶ Omnichannel ChatBot Platform based on AI
▶ Automating Self-Service Banking with Robotics and AI (video)
▶ How does NICE Robotics Work?
▶ Happy customer story (video)
▶ Conclusion
▶ Our success projects in Financial Sector
▶ Our Partners’ Ecosystem
Intracom Bulgaria At a Glance
▶ Founded in 1995
▶ Subsidiary of Intracom Telecom (100%)
▶ Headquarter and warehouse with 40 employees
▶ Management Systems certified by an independent body:
Quality Management (ISO 9001:2008) System
Information Security Management (ISO 27001:2005) System
Service Management (ISO 20000-1:2011 ) System
▶ Complete technical infrastructure, incl. labs and vehicles
▶ Experienced projects managers and highly qualified engineers
3
Activities & Markets Served
4
Omnichannel ChatBot Platform based on AI (1)
Omnichannel ChatBot Platform based on AI (2)
Automating Self-Service Banking with Robotics and AI (video)
Monitor, report &
optimize
Real-time guidance or
complete automation
Make the right
decisions
Access data &
perform actions in
any system
IMPROVE
ACT
DECIDE
ACCESS
OPERATIONAL CHALLENGES ROBOTIC CAPABILITIES
Robotic Automation: What are its capabilities?
A Unique Combination of Both Attended & Unattended
‘Attended’ Real-Time Process Optimisation
‘Unattended’ Robotic Automation
• No human intervention needed
• High volume, repetitive processes
• Quality, predictability, scalability & speed
• Customer & employee satisfaction
• Can feed work to employees if desired
• Employee-assistance with guidance callouts & automation flows
• Decision support
• A ‘local’ robot helper
• Can also feed work to unattended ‘virtual workforce’ of robots
Collaboration
How NICE Robotics Work?
Working Without a Robot Helper…
Outlook E-mail
Product Systems
CRM Billing /
Statement
Case Tracking Systems
Intranet 3rd Party
Web-sites Central Print
Systems
Legacy Green
Screens
Citrix Systems
Word Documents
3rd Party Systems
Excel PDF
Documents
Access relevant information 1 Make the right
decisions 2 Take appropriate actions 3
Record outcomes, take notes, complete
communications 4 Learn and improve 5
Accessing multiple systems
Manual system integration
Re-keying of data
Performing repetitive & mundane actions
Possibility of errors & re-work
Loss of focus on important decisions
Long training period for new
colleagues
Significant process
knowledge required
Challenging desktop
environment
‘Attended’: Real-Time Process Optimization With A Robot Helper
Outlook E-mail
Product Systems
CRM Billing /
Statement
Case Tracking Systems
Intranet 3rd Party
Web-sites Central Print
Systems
Legacy Green
Screens
Citrix Systems
Word Documents
3rd Party Systems
Excel PDF
Documents
Access relevant information 1 Make the right
decisions 2 Take appropriate actions 3
Record outcomes, take notes, complete
communications 4 Learn and improve 5
Robot accesses multiple systems
Robot removes need for
‘manual’ system integration
Robot re-keys data
automatically
Robot performs repetitive & mundane actions
Robot removes possibility of
errors & re-work
Employee can focus on important decisions
Reduced training period for new
colleagues
Robot provides process guidance
Robot removes desktop
environment challenges
“I have a piece of work to
complete!”
“Perhaps I might be of
some assistance?”
Robots and Employees Working Together
13
INCOMING WORK
Phone calls
Web channel
Scanned documents
Customer systems
3rd parties Referrals Others…
EMPLOYEES
Automation Hub Framework
Web
Serv
ices
Task is added to queue
Task Queue 2
3
4
5
1
Ro
bo
t Team
Ro
bo
t Team
Ro
bo
t Team
Transactions completed
NICE Automation Hub Framework
Web
Serv
ices
Work is added to
queue
Work Queue
The invoker robot
submits the work to the
NICE Automation Hub
Queue contains
all the tasks to be
automated
1
2
3
4
5
X Case
completed
Employee’s work is automated by the
robot on virtual desktops, emulating
what a user would do but 100%
accurate,
4-5x faster and 24/7
Ro
bo
t Team
#1
You can scale up a virtual workforce of robots
Ro
bo
t Team
#2
We handle specific
task types
We handle all
work types
Web-sites,
spreadsheets,
Outlook inboxes,
referrals, work
queues, customer
requests etc.
The invoker robot reads
the sources and creates
work items
Unattended Automation
Web-sites
3rd party, internal etc.
Outlook Inboxes
Inboxes and attachments
Work Queues
Referrals, customer work etc.
15
Humans vs Robots: ‘Unattended’ Example #1
Case handle time
Working days per week
Working hours per day
ROBOTS
N/2 Minutes
7
12
1 ROBOT
EMPLOYEES
N Minutes
5
8
4.2 EMPLOYEES Conservative figures - Speed of working (2) * Working days (7/5) * Working hours per day (12/8) = 4.2
Humans vs Robots: ‘Unattended’ Example #2
Case handle time
Working days per week
Working hours per day
ROBOTS
N/6 Minutes
7
24
1 ROBOT
EMPLOYEES
N Minutes
5
8
25.2 EMPLOYEES Speed of working (6) * Working days (7/5) * Working hours per day (24/8) = 25.2
Insight Collect
A Data-Driven Approach: Visibility into Employees’ Desktops
?
System State: Active/Idle/Locked
?
App Usage: e.g. CRM, Billing, Web
?
Process: e.g. Update Address
?
Process Path: e.g. App A to App C
Analyze
Employee 1
Employee 2
Employee 3
Employee 4
Employee 5
Employee 6
Employee 7
Employee 8
Employee 9
Insight into where time is really spent,
business configured categories,
understand activities on the desktop, best
practices & identify outliers
Application Monitoring: Example Employee Productivity Report
Desktop Analytics Example: Uncovering Opportunities
View the different application employees
used to performed a process
Enables you to analyze the desktop activity of employees against defined
key performance indicators (KPIs). The report shows how common and
successful the paths are across the organization
You can learn which path was the
most quick & efficient or which path
was slow and requires attention
The Application Path Analysis is a key performance indicator (KPI)-based report that shows
the optimal order of application usage when performing a process.
• Light touch • Requires no changes to existing systems
• Simply install a small client on the desktop PC to help users in an ‘attended’ fashion
• Or also add virtual desktops for ‘unattended’ robots to work through cases on their own
• Connects to the front-end of systems as a user would, not the back-end
• Address many business challenges with a single solution • Avoid the need for ‘swivel-chair’ integration
• Drive better process compliance
• Reduce errors and re-work
• Improve efficiency
• Remove repetitive and mundane work
• Enable employees to focus on the interesting, value-add work
• Wide business case – not just solving a single issue once
• In-house business-as-usual capability • Knowledge transfer and enablement in addition to classroom training (5 day Designer course)
• Have the capability close to the operations
• Deliver new solutions in days, not months or years
• Built using re-usable components, so the solution can quickly adapt when underlying systems change (e.g. new CRM)
• A strategic solution that can also be tactical! Can start small…
Robotic Automation: Business-As-Usual Capability
• Is this mundane or repetitive work? • Is there a better use of the employee’s time than this activity?
• E.g. copy and paste into another system, writing up notes, procedural case work, …
• Is there a lot of this type of work? • The more employees doing the work, or the more instances of this work, the better - more benefits!
• Can the work be clearly defined? • Robots are good at repetitive work but they need rules to govern what they do.
• For an automation to work well, these rules must be defined. What are the exception cases?
• Is the data used available on the desktop? • Robots need to read the data digitally, so it needs to be available in fields on the screen.
• This can include systems, spreadsheets, e-mails, documents etc.
• There are options for using Optical Character Recognition (OCR) or scanning in documents.
• Don’t always think end-to-end processes… • Parts of a process can be a great starting point – implement ‘features’.
• Start with the simple cases – let people work the complex ones…
Identifying Good Candidates
22
• Pick something high-impact, wide-scale but relatively simple • Consider having both attended and unattended capabilities to showcase the ‘art of the possible’
• Attended robots are very visible! • Momentum can be gained quickly due to the visibility
• Ideas come flooding in quickly: “if it can do this, can it also do that?”
• Much easier and more widespread acceptance from employees: “it’s helping me!”
• Unattended robots just get on with delivering benefits • Find a process where a large number of people perform the same repetitive task
• Supports a wider business case, as 1 robot typically does the work of 4 FTE (or more!)
• What is the next work peak coming up?
• What do the operations look like? People, locations, work mix? • Branches?
• Contact centers?
• Shared services?
• Back-office?
Where to Start?
Happy customer story (video)
Gartner Recommendations
ROI in Timelines by Gartner
Conclusion
We are here in order to face and accept together the big challenge of Digitalization, Automations and AI having the
following main targets in front of us:
• Improved productivity: Robots are four to five times as fast as the average employee and can work
around the clock, allowing more tasks to be executed at any given time.
• Higher employee satisfaction: Relieving employees of the tasks they don’t want to do leads to
happier workers.
• Better resource utilization: Employing a robotic workforce alongside the human workforce lets you
scale up activity quickly without having to recruit or train people.
• Increased customer satisfaction: Automation of routine processes eliminates the risk of human error
and significantly improves SLAs, resulting in happier customers.
• Fast ROI: With improved performance, better resources utilization and less time spent fixing errors,
you can realize a rapid return on your investment.
• Seamless Integration: Built-in integration, with other NICE and third party workplace applications,
gets your automation project rolling smoothly.
• Automate More Processes: with our advanced OCR capabilities, you can automate
processes from unstructured data sources, such as scanned documents.
International References in Financial Sector
INTERNATIONAL EXPERIENCE AND REFERENCES
28
29
Major Partners
For more information, visit
www.intracombg.com
RPA Vendors Landscape
32
Desktop App
Screen Elements
Standard UI Connectivity Controlled UI Connectivity Real-Time Client API /
MSMQ messaging
Real-Time
Integration
Layer
Desktop App
Hidden Fields
Desktop App Client
invokes real-time API
Data, Events
Databases Enterprise Web
Services
Front End / Desktop
Back End
Data
Images, PDFs,
Remote Apps
OCR
Connectivity Options – Desktop and Backend
• The majority of desktop applications are split into 9 technology families:
• Each connector conforms to one or more industry standards that represent the technology, or serves as the basis for it.
• NICE’s connectors work by analysing the application’s structure and hierarchy, using the specific screen objects within each application, and recognizing them by their properties, and not by their generic screen position.
33
Standard UI Connectivity - General
34
These connectors are updated by NICE, based on customer demand
Standard UI Connectivity - Brand Applications