Automating Self-Service Banking with Robotics & AI

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1 Trends, Innovations and Expertise of Intracom Bulgaria for Financial Sector Solutions 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.: f: Valeria Boyadzhieva Head of Sales and Presales Departments

2 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

3 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 :2011 ) System Complete technical infrastructure, incl. labs and vehicles Experienced projects managers and highly qualified engineers 3

4 Activities & Markets Served 4

5 Omnichannel ChatBot Platform based on AI (1)

6 Omnichannel ChatBot Platform based on AI (2)

7 Automating Self-Service Banking with Robotics and AI (video)

8 Robotic Automation: What are its capabilities? OPERATIONAL CHALLENGES ROBOTIC CAPABILITIES IMPROVE Monitor, report & optimize ACT Real-time guidance or complete automation DECIDE ACCESS Make the right decisions Access data & perform actions in any system

9 A Unique Combination of Both Attended & Unattended Attended Real-Time Process Optimisation Unattended Robotic Automation Employee-assistance with guidance callouts & automation flows Decision support A local robot helper Can also feed work to unattended virtual workforce of robots No human intervention needed High volume, repetitive processes Quality, predictability, scalability & speed Customer & employee satisfaction Can feed work to employees if desired Collaboration

10 How NICE Robotics Work?

11 Working Without a Robot Helper 1 Access relevant information 2 Make the right decisions 3 Take appropriate actions Record outcomes, take notes, complete communications 4 5 Learn and improve Outlook E- mail Product Systems CRM Billing / Statement Case Tracking Systems Intranet 3 rd Party Web-sites Central Print Systems Legacy Green Screens Citrix Systems Word Documents 3 rd Party Systems Excel PDF Documents 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

12 Attended : Real-Time Process Optimization With A Robot Helper 1 Access relevant information 2 I have a piece of work to complete! Make the right decisions 3 Take appropriate actions Record outcomes, take notes, complete communications 4 5 Learn and improve Outlook E- mail Product Systems CRM Billing / Statement Case Tracking Systems Intranet 3 rd Party Web-sites Central Print Systems Legacy Green Screens Citrix Systems Word Documents 3 rd Party Systems Excel PDF Documents Perhaps I might be of some assistance? 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

13 Web Services Robot Team Robot Team Robot Team Robots and Employees Working Together INCOMING WORK EMPLOYEES Phone calls Web channel Scanned documents Customer systems 3 rd parties Referrals Others Automation Hub Framework 1 Task Queue Task is added to queue 5 Transactions completed 13

14 Robot Team #1 Robot Team #2 Web Services Unattended Automation Web-sites The invoker robot reads the sources and creates work items The invoker robot submits the work to the NICE Automation Hub NICE Automation Hub Framework Queue contains all the tasks to be automated 3 rd party, internal etc. Work Queues Work is added to queue Work Queue Referrals, customer work etc. 5 Outlook Inboxes Inboxes and attachments X Case completed You can scale up a virtual workforce of robots Web-sites, spreadsheets, Outlook inboxes, referrals, work queues, customer requests etc. We handle specific task types We handle all work types 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

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16 Humans vs Robots: Unattended Example #1 ROBOTS EMPLOYEES N/2 Minutes Case handle time N Minutes 7 Working days per week 5 12 Working hours per day 8 1 ROBOT 4.2 EMPLOYEES Conservative figures - Speed of working (2) * Working days (7/5) * Working hours per day (12/8) = 4.2

17 Humans vs Robots: Unattended Example #2 ROBOTS EMPLOYEES N/6 Minutes Case handle time N Minutes 7 Working days per week 5 24 Working hours per day 8 1 ROBOT 25.2 EMPLOYEES Speed of working (6) * Working days (7/5) * Working hours per day (24/8) = 25.2

18 A Data-Driven Approach: Visibility into Employees Desktops Collect Analyze Insight? 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

19 Application Monitoring: Example Employee Productivity Report 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

20 Desktop Analytics Example: Uncovering Opportunities 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 View the different application employees used to performed a process 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.

21 Robotic Automation: Business-As-Usual Capability 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

22 Identifying Good Candidates 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, s, 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 22

23 Where to Start? 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?

24 Happy customer story (video)

25 Gartner Recommendations

26 ROI in Timelines by Gartner

27 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.

28 International References in Financial Sector INTERNATIONAL EXPERIENCE AND REFERENCES 28

29 29 Major Partners

30 For more information, visit

31 RPA Vendors Landscape

32 Connectivity Options Desktop and Backend Standard UI Connectivity Controlled UI Connectivity OCR Real-Time Client API / MSMQ messaging Desktop App Screen Elements Desktop App Hidden Fields Images, PDFs, Remote Apps Desktop App Client invokes real-time API Data, Events Front End / Desktop Back End Real-Time Integration Layer Data Databases Enterprise Web Services 32

33 Standard UI Connectivity - General The majority of desktop applications are split into 9 technology families: 33 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.

34 Standard UI Connectivity - Brand Applications These connectors are updated by NICE, based on customer demand 34