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Presentation Title Presentation Title Second Line Changing the Future with Robotics ©2016 Pegasystems Inc. Bent Dalager Managing Director for Financial Services Nordic Accenture Eric Musser Managing Director, Robotics & Workforce Intelligence Pegasystems
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  • Presentation Title Presentation Title

    Second Line

    Author

    Title

    Changing the Future with Robotics

    2016 Pegasystems Inc.

    Bent Dalager Managing Director for Financial Services Nordic

    Accenture

    Eric Musser Managing Director, Robotics & Workforce Intelligence

    Pegasystems

  • Rise of the Robots

    33% of all highly skilled work done by doctors, lawyers,

    expert engineers and professors will be replaced by 2023 by smart machines or by less skilled (non specialist) humans assisted by cognitive computing technology.

    Inspired by Gartner 2015

    30% Cost reduction for business operations by 2018 through

    smart machines and industrialized services

    Gartner 2015

    2

  • 1. Introduction

    2. Changing the future with Robotics

    3. The role of Pega Robotics and Intelligence

    4. Closing remarks and questions

    3

  • 1. Introduction

    2. Changing the future with Robotics

    3. The role of Pega Robotics and Intelligence

    4. Closing remarks and questions

    4

  • Man

    Business

    Agile

    Fast adaptability

    Low speed / volume

    High transaction costs

    Machine

    IT

    Rigid

    Slow adaptability

    High speed / volume

    Low transaction costs

    Yesterday Two Types of Resources to Do All Work

    5

  • Man

    Business

    Agile

    Fast adaptability

    Low speed/volume

    High transaction costs

    Robot

    Business & IT

    Agile

    Fast adaptability

    High speed/volume

    Low transaction costs

    Machine

    IT

    Rigid

    Slow adaptability

    High speed/volume

    Low transaction costs

    Today

    6

    Introducing the 3rd Workforce

  • Robotics Spectrum

    Cognitive Computing /

    Autonomic Solutions

    Systems that gain knowledge

    from data as experience and

    apply what is learned in

    upcoming situations

    Digital / Virtual

    Assistants

    Computer-generated character

    that simulates a conversation.

    Learns and builds an AIBrain

    Desktop automation

    Consolidating data from

    multiple sources into a single

    view to complete a process.

    Automating keystrokes

    Process Automation

    Applying technology to

    manipulate existing

    application software to

    complete a process

    7

    http://www.google.co.uk/url?sa=i&rct=j&q=&esrc=s&frm=1&source=images&cd=&cad=rja&uact=8&docid=PvCzr3G9XK2hTM&tbnid=yhawzg2_Y3cVEM:&ved=0CAUQjRw&url=http://www.ted.com/pages/593&ei=c707U4v-Laii0QWovIDgBg&bvm=bv.63934634,d.d2k&psig=AFQjCNEhvFPbvquje5yyznz-WxGC-rR_2g&ust=1396510442667659http://www.google.co.uk/url?sa=i&rct=j&q=&esrc=s&frm=1&source=images&cd=&cad=rja&uact=8&docid=bD1mdJcf0N9MiM&tbnid=SPnEmPGOTmIyjM:&ved=0CAUQjRw&url=http://www.binadata.co.id/ipsoft.html&ei=Ssw7U7-tOvC00QWCtoGYCw&bvm=bv.63934634,d.d2k&psig=AFQjCNEKGDddgyTeyfKasshmzXz7ctBHdg&ust=1396514238637908https://www.google.co.uk/url?sa=i&rct=j&q=&esrc=s&frm=1&source=images&cd=&cad=rja&uact=8&ved=0CAcQjRw&url=https://www.automationanywhere.com/products/automation-software&ei=6mlyVN6DC4fiasjBgtAI&bvm=bv.80185997,d.d2s&psig=AFQjCNE3RygrtUV4IG71gZmiR8nFFLkhiA&ust=1416870738954493http://www.google.co.uk/url?sa=i&rct=j&q=&esrc=s&frm=1&source=images&cd=&cad=rja&uact=8&docid=o5NqsyOABMPvYM&tbnid=XLiYeNamCOwbiM:&ved=0CAUQjRw&url=http://www.gleanster.com/category/voice-of-the-customer&ei=pb47U76pBs3M0AXd6YG4BQ&bvm=bv.63934634,d.d2k&psig=AFQjCNGtw_nObvq3vjdljFviCnJItsKNZQ&ust=1396510743893890https://vimeo.com/154631312

  • Deskto

    p A

    ssis

    tant

    Streamline activity completion: Auto-notes

    Enabling user readiness: Launch in Context, Customer 360 View,

    Alerts, Offers

    Process Accelerators / Guidance: Click and go

    Desktop Automation Case (88% faster)

    8

  • Robotics Spectrum

    Cognitive Computing /

    Autonomic Solutions

    Systems that gain knowledge

    from data as experience and

    apply what is learned in

    upcoming situations

    Digital / Virtual

    Assistants

    Computer-generated character

    that simulates a conversation.

    Learns and builds an AIBrain

    Desktop automation

    Consolidating data from

    multiple sources into a single

    view to complete a process.

    Automating keystrokes

    Process Automation

    Applying technology to

    manipulate existing

    application software to

    complete a process

    9

    http://www.google.co.uk/url?sa=i&rct=j&q=&esrc=s&frm=1&source=images&cd=&cad=rja&uact=8&docid=PvCzr3G9XK2hTM&tbnid=yhawzg2_Y3cVEM:&ved=0CAUQjRw&url=http://www.ted.com/pages/593&ei=c707U4v-Laii0QWovIDgBg&bvm=bv.63934634,d.d2k&psig=AFQjCNEhvFPbvquje5yyznz-WxGC-rR_2g&ust=1396510442667659http://www.google.co.uk/url?sa=i&rct=j&q=&esrc=s&frm=1&source=images&cd=&cad=rja&uact=8&docid=bD1mdJcf0N9MiM&tbnid=SPnEmPGOTmIyjM:&ved=0CAUQjRw&url=http://www.binadata.co.id/ipsoft.html&ei=Ssw7U7-tOvC00QWCtoGYCw&bvm=bv.63934634,d.d2k&psig=AFQjCNEKGDddgyTeyfKasshmzXz7ctBHdg&ust=1396514238637908https://www.google.co.uk/url?sa=i&rct=j&q=&esrc=s&frm=1&source=images&cd=&cad=rja&uact=8&ved=0CAcQjRw&url=https://www.automationanywhere.com/products/automation-software&ei=6mlyVN6DC4fiasjBgtAI&bvm=bv.80185997,d.d2s&psig=AFQjCNE3RygrtUV4IG71gZmiR8nFFLkhiA&ust=1416870738954493http://www.google.co.uk/url?sa=i&rct=j&q=&esrc=s&frm=1&source=images&cd=&cad=rja&uact=8&docid=o5NqsyOABMPvYM&tbnid=XLiYeNamCOwbiM:&ved=0CAUQjRw&url=http://www.gleanster.com/category/voice-of-the-customer&ei=pb47U76pBs3M0AXd6YG4BQ&bvm=bv.63934634,d.d2k&psig=AFQjCNGtw_nObvq3vjdljFviCnJItsKNZQ&ust=1396510743893890https://vimeo.com/154631312

  • Database

    Application

    s

    System

    3270

    SAP

    Utility

    Tools

    Web

    Robotics Perform Tasks Across Platforms

    10

  • Robotic Automation (80% faster 99,6% saving)

    Robot time Time Reduced

    $3

    $0,1

    Cost reduction Robot cost

    20%

    35 sec

    80%

    145 sec

    11

    Case: Automate Card Order and Issue Digital Bridge

  • Robot Robot

    Enabling the Next Step : Cognitive Solutions

    12

    Assessing Claims by Reading Diagnosis and Policies

  • ROBOTICS

    WORKFLOW

    AN

    AL

    OG

    TO

    DIG

    ITA

    L A

    NA

    LY

    TIC

    S IN

    SIG

    HT

    MANAGEMENT VIEW

    SCHEDULING

    POTENTIALLY WEB SERVICE AND API

    The Digital Workforce Platform

    13

    Mature Robotics: BPM is Necessary and Valuable

  • 1. Introduction

    2. Changing the future with Robotics

    3. The role of Pega Robotics and Intelligence

    4. Closing remarks and questions

    14

  • ROBOTICS

    WORKFLOW

    AN

    AL

    OG

    TO

    DIG

    ITA

    L A

    NA

    LY

    TIC

    S IN

    SIG

    HT

    MANAGEMENT VIEW

    SCHEDULING

    POTENTIALLY WEB SERVICE AND API

    Pega is the first tech provider,

    and only BPM market participant

    of substance, to purchase an RPA

    provider (OpenSpan). The combination

    brings robotics, analytics, and

    case management together

    just makes sense... Craig Le Clair, Analyst, Forrester (RPA & DCM Wave)

    The Digital Workforce Platform

    15

    Mature Robotics: BPM is Necessary and Valuable

  • Unified Platform Engineered for Evolution

    LEADER IN CRM CASE MANAGEMENT #1

    BPM #1

    Pegasystems has the best ability to model and predict a customer's

    behavior, and to deliver the next action to the agent.

    Gartner* *Magic Quadrant for the CRM Customer Engagement Center, 2015

    +

    REAL-TIME

    DECISIONS #1

    2015

    IBM

    Appian

    Pegasystems

    2015 2015

    Pegasystems Appian

    IBM

    2015

    Salesforce

    Pegasystems

    Microsoft

    Oracle SAP

    +

    16

  • Leader in Robotic Automation

    17

    http://www.rbs.com/

  • Faster Intelligent Automation

    Workforce Intelligence

    Big Data cloud-based analytics for insights about your people, process and technology

    Robotic Desktop Automation

    Robotics Assisting the User

    Automate routine tasks to simplify the employee experience and improve the customer experience

    Robotic Process Automation

    Robotics Acting as a User

    Fully automate business processes to reduce costs, accelerate productivity and decrease errors

    18

  • The Desktop Problem

    19

  • How Pega Robotic Automation works Technology uses a plug-in like architecture

    for each application

    Quickly create automations using

    easy to use design tool

    Monitors user, application & desktop activity for

    refining areas for user process Improvement

    Automate and Improve manual steps

    Reap quick ROI

    Rapidly automate cloud (API) with legacy apps

    20

    So any UI object can be used in any

    Robotic Automation, Desktop or RPA

  • Robotic Desktop Automation (RDA)

    Personal robots for every employee

    Call center, retail, branches, back office

    20-50% improvement across large workforce groups

    RDA also provides dashboards and UI enhancements

    Robotic Process Automation (RPA)

    Unattended robots replicating 100% of work

    Back office, operations, repetitive

    100% improvement across smaller sub-groups

    Runs on a virtual server farm (or under your desk)

    Robotic Automation The Sum of Two Parts

    21

  • Deskto

    p A

    ssis

    tant

    Streamline activity completion: Auto-notes

    Enabling user readiness:

    Launch in Context, Customer 360 View, Alerts, Offers

    Process Accelerators / Guidance: Click and go

    Robotic Desktop Automation (RDA)

    22

    (Rapid ROI: Optimize Existing Desktop Workflows and Applications)

  • The Optimized Robotic Desktop gives you

    Faster Implementation Largest Impact

    Smarter Workers Dashboards if Desired

    Faster Workers Adaptive UI to Work Type

    Error Free Work Process Guidance

    More Work Throughput One Click Automation

    Multi Tasking / Multi Roles Auto Tracking

    (Notes / Compliance)

    Faster Training Enforced or Flexible flows

    Right First Time Achievements Uncluttered Desktop

    RDA The Optimized Robotic Desktop

    23

  • RPA Compliance Bot Financial Services

    Credit Card Fraud Notification New fraud regulatory rules and customer notification rules

    drove requirements for additional checks and increased review

    Bots doing the work of over 300 workers per month 52,000 Man saved hours per month

    15,000 transactions per day

    Auto dial customer

    Reduce ATM and Credit Card Limits

    Flag account

    Confirm charges genuine

    Reestablish account limits or forward to agent

    24

  • RPA Productivity Bot Insurance Police Reports

    25

    The Savings 6 FTE to 1

    4.8 Man-Year Savings

    15,000 reports per day

  • RPA Customer Support Bot Re-Issue Activation

    26

    Reduced contacted Customer Support Call center by 7 FTE per month

    6667 transactions per month

  • Customer Review Improvement Summary

    27

    Opportunity Name Channel

    Impacted

    % Uplift Across

    All LoBs

    Calculated

    Priority Score

    (Rank)

    Authentication Assistance (POC) All 4.3% 5.0

    Unified Search (POC) All 2.9% 5.0

    360 View App Bar (POC) All 2.6% 5.0

    Auto-Notes (assume 2 notes) All 4.3% 4.7

    Case Creation / Confirmation Prem+SB 0.7% 4.0

    Transaction Search Wizard All 0.7% 3.7

    Combining Profiles Wizard All 1.1% 3.7

    Lexis-Nexis (VerID) Lookup All 0.4% 3.7

    Balance Inquiry Click-to-Note (POC) All 0.5% 3.7

    Transfer to Sales Accept / Decline Prem+SB 0.9% 3.7

    Assisted Sign-On and Auto-Launch All 0.8% 3.7

    Check Image Lookup All 0.2% 3.0

    Click-to-Dial All 0.1% 3.0

    Opportunities = $4.1M (20%) Annual Uplift

  • Build Your Library of Robotic Automations

    Write once

    Deploy as RDA or RPA

    Fully managed to scale

    Deployable to thousands

    Enhance UI with RDA too

    Management console

    Audit every step you want

    Vigilant and tireless

    Fit for RDA, RPA, Web service enablement

    Robots to find places for other robots

    28

  • WORKFORCE INTELLIGENCE

    Visibility into the invisible

    Beyond analytics for

    People, Process and Technology

  • Time

    Intelligence

    Application

    Intelligence

    Activity

    Intelligence

    Wii

    Wiii

    A day in the life view

    of your workforce

    Application insights that

    impact production

    Cross application

    visibility into core

    activities

    Wi

    Insights into how they

    use their applications

    Visibility into activities

    that drive production work

    Understand where

    employees spend their time

    Workforce Intelligence

    30

    Big Data Application for Understanding People, Process and Technology

  • How Do You Fill the Void Today?

    Observation

    Time & Motion Studies

    Over the Shoulder

    Other Technologies

    Data Exports

    Averages of transactions

    Quality Monitoring

    Queuing Applications

    Self-Reporting

    Surveys & Tally Sheets

    Notes & Dispositions

    Improvement Forms

    31

  • Can You Answer These Questions Today?

    Do I have hidden capacity?

    32

  • 2006-2016 by OpenSpan, Inc. All rights reserved.

    Production

    Time by Day

    Production

    Time Score

    by Person

    33

  • Can You Answer These Questions Today?

    How are employees spending their time and how much time is spent on

    Production work?

    34

  • Non Work 25%

    Other Work 20%

    Production Work 55%

    Employee Focus Day in the Life

    8am 5pm

    of an Employees time spent

    on Non-Production Activities

    45%

    35

  • 2006-2016 by OpenSpan, Inc. All rights reserved.

    36

  • Can You Answer These Questions Today?

    Do you have daily, weekly and monthly ADVICE

    on where to make improvements to

    People, Process and Technology?

    37

  • Virtual Consultant = Intelligent Guidance

    38 2006-2016 by OpenSpan, Inc. All rights reserved.

    Actionable insights across all Workforce Intelligence Levels

    Autodetect target areas for process improvement

    Quantify business value of improvement efforts

    Optional slide

    Actionable Intelligence / Intelligent Guidance Into Your People Process and Technology

  • Why We Matter

    Speed of Implementation

    NO development required

    Granular Data Collection technology with proven IP

    Ease of Use

    No Infrastructure / Admin Costs

    Business Managed Solution

    OpenSpan Workforce Intelligence 39

  • Data Transformation Synthesize data, transform events

    into work categories, aggregate

    across analysis hierarchy

    Workforce Intelligence

    Deliver insights for managing your

    people, processes and technology

    Data Collection Capture all time on the desktop,

    employee daily schedule AND

    off-computer time

    Workforce Intelligence

    40

    Big Data Application for Understanding People, Process and Technology

  • Time

    Intelligence

    Application

    Intelligence

    Activity

    Intelligence

    Wii

    Wiii

    A day in the life view

    of your workforce

    Application insights that

    impact production

    Cross application

    visibility into core

    activities

    Wi

    Insights into how they

    use their applications

    Visibility into activities

    that drive production work

    Understand where

    employees spend their time

    Workforce Intelligence

    41

    Big Data Application for Understanding People, Process and Technology

  • 1. Introduction

    2. Changing the future with Robotics

    3. The role of Pega Robotics and Intelligence

    4. Closing remarks and questions

    42

  • Discovery Decision point Pilot

    Its Agile & Its Fast

    43

    First Automation in Approximately Four Weeks PoC

  • QUESTIONS


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