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 AI“Brain”
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
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 AI“Brain”
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
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
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 Employee’s 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
It’s Agile & It’s Fast
43
First Automation in Approximately Four Weeks PoC
QUESTIONS
