The Automation Journey

Human Workforce

Working Knowledge

Working Procedures

Work to be Completed

Virtual Workforce

the Virtual Workforce Digitising the work and the worker

Uses “software robots” to operate existing tools and processes

Interfaces to existing applications of any type – exactly as a human would – including external

Productivity 3-15

Turns working knowledge into working procedures

Delivers benefits of automation with no disruption

Virtualised Work

Systems and Applications

Business Functions

Teams or Departments

Business Systems

Business Processes

The Virtual Workforce

Workflow

Event Trigger

Virtual Workforce Existing Systems

Work Queue

Structured Input

How it works

Architecture

Orchestrating Doing

Virtual Worker

Secure DB

Autonomic Engine

Existing Systems

Optional cognitive capabilities

Structuring Orchestrating Doing

OCR/ICR

Cognitive Data

Natural Language

Learning

Documents & Forms

Semi/Unstructured

Webchat and Speech

Virtual Workforce

Steps to automation

• Self determined decision making

• Structure the interface – NLP, Chatbot,

webchat, voice assistants

• Structure the interaction – self service,

Free text email requests, standard forms

• Reduce effort - Take the manual tasks out

of the process

RPA

Intelligent Chatbots

AI

Cognitive Machine Learning

OCR/ICR

RPA 60%-70%

Intelligent Chatbots

Cognitive/Machine Learning

OCR/ICR

Repetitive, rules bases, High volume activities

15%-20%

10%-15%

<10%

Manage unstructured data through OCR/ICR, Machine Learning & Natural Language Processing (NLP)

Interaction with users

Big data, using analytics to give insight and make self determined decisions

The Automation Journey

AI

RPA

Intelligent Chatbots

AI

Cognitive Machine Learning

OCR/ICR

The Automation Journey

Reduce Effort • Automate agent activity • Automate manual activity • Automation Processes • Teach interaction

Structure Interactions • Unstructured Documents • Unstructured emails • Web forms • Mobile apps

Change Interface • Web forms • Mobile apps • Documents

Self determined decision making

Complexity, Time and Cost

Roadmap

1 2 3 4 5 6 7 8 9 10 11 1211 12 1 2 3 4 5 6 7 8 9 10 11 12 1 2 3 4 5 6 7 8 9 10 11 12

UserInterface

Portal Data

Grid

Enablemen

tExtensibility

2016Q1 2016Q2 2016Q3 2016Q4 2017Q1 2017Q2 2017Q4 2017Q4

Archite

cture

RPA

Language

Support

UTF-8 Support

OCR/ICR

Architect

Accreditation

VPN Gateway

Point and Site – Site

Workforce

Orchestration

Heuristic

Learning

Cognitive Data

StreamliningSkype Assistant

Integrated Virtual Assistant (Beta)

Solution Design

Accreditation

Client & Partner

Portal

Object Store Object Store 2.0HTML Mobile

Portal

Active Geo-replication

& PTR

Enhanced

Dashboard

Additional

Language Support

On-Premise Auto-scaling

Multi-tenancy Licensing

Web Service

Loader

Blue Prism V5

REST Support

Enhanced Schedule

Management

Native OCR

Enhanced Browser

Support

Multi-language

Training

Business Analyst

Accreditation

Voice Gateway

Native Mobile

Application

User Forum

WCF Transport

Context Analysis Automation

IVR

User Group ForumCDP Training

Name Virtual Workers

White Space Processing

AWS SupportIL4 (Govt. Secure)

Platform

Enhanced Analytics

Virtual Assistant

2018Q1 2018Q2 2018Q3 2018Q4

Live Monitor

CDP View

My Reports

App Performance Monitor

Cloud Burst

Workforce Appliance

Video Tutorials Training VideoPractitioner Pack

OCR View

Enhanced Health check

Schedule Advisory

Auto-Deploy

Workforce Aggregator

OCR Accreditation

Collaborative

Design

Collaborative

Design

Auto Invoice OCR Module

Work log Notify

Virtual Assistant (Animated)

…saw as much as a 50% decrease in the number of resources required

to support certain IT services, with an average decrease of 25%

ISG BENCHMARKING SURVEY ◦ DEC 2016

Questions