Intelligent Automasjon - Hvor skal vi bedrive verdiskapning i fremtidens digitale prosesslandskap?

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1 Intelligent Automasjon - Hvor skal vi bedrive verdiskapning i fremtidens digitale prosesslandskap? Intelligent Automation 1. June 2017 Tom Einar Nyberg Head of BPM, Robotics & IA Capgemini Nordics Ten@capgemini.com Smarter Process Copyright Capgemini 2016 Internal use only. All Rights Reserved 1

2 Robots can interface with customers in a variety of channels and at different stages of the lifecycle gradually merging the boundaries into One-Office Attract Direct user based on need Acquire, Use, Care Resolve user need Divest Automation behind-the-scenes Home / Mobile Front-office Back-office Merging the boundaries into One-Office Customer interaction Request information Get assistance Identify product to solve need Customer interaction Request product details Match product to need Get service requests resolved Customer interaction Processing transactions that reach the back-office Robotics & AI Intelligent personal assistants try to attempt to interpret your need Once need is determined - guides you into the correct context Can initiate separate commerce-platform (webpages) or transact directly inconversation-purchase Robotics & AI Virtual agents / Chat-bots interact with the customer Interpret context for the customers request and helps to provide information Provide customer service to standard service requests Learn from experience Manual employees take over for other requests Robotics & AI Transactional automation of standardized and repetitive back-office tasks Defined business rules, structured information, working on top of existing applications Free up employee time, so that it can better spent on customers directly 2

3 Automation of processes in the short and long-term must consider the technological capability of Robotics (transactional, analytical, cognitive) as well as the organizational maturity Technology Level Technology Capability Robotics as drivers of automation Stage 3: Cognitive Robotics taps into external knowledge to make decisions Stage 2: Analytical Robotics taps into unstructured data with content analytics Robotics today Stage 1: Transactional Robotic process automation (RPA) focuses on digitizing operational processes Source: Adapted from Forrester 3

4 Intelligent Automation uses components from AI to mimic human behaviour to sense, think & act The different building blocks are at different stages of maturity, and can be applied into business processes at different stages 1. Sensory perception Extending into Intelligent Automation 10. Robotics 2. Image analysis Sense & Observe Interpret & Evaluate 9. Natural generation Artificial Intelligence 3. Speech recognition Decide & Act 8. Cognition 4. Natural processing 7. Deep 5. Machine 6. Knowledge engineering Source: Forrester

5 Pragmatic use cases of Robotics and AI to empower and automate your business processes You can package selected components of the technology to imitate specific human abilities Conversation 3. Speech recognition 4. Natural processing 7. Natural generation Packaging AI components to deliver Intelligent Automation Sight Prediction Discover Movement 9. Image analysis 5. Machine 4. Natural processing 1. Robotics 8. Deep 6. Knowledge engineering 5. Machine 2. Sensory perception 6. Knowledge engineering 9. Image analysis In order to get started with Robotics and AI today, it is useful to build smaller and more narrow use-cases To help with this, we can group the technology capabilities in order to provide a given ability You must have a clear business case and business objective for what you want to achieve, before you start determining the requirements of your solution Tailor the specific AI solution to support a defined business processes with a needed ability Be prepared to be able to experiment and adjust quickly as you gain experience with the use-cases The technology is developing quickly, so be aware that the building blocks are constantly changing and becoming more advanced You need to determine how to integrate the solution into the business process as a stand-alone solution, or as a module, or as a combined orchestration Sense & Observe Interpret & Evaluate Decide & Act Source: Forrester

6 The new process landscape will be more differentiated than ever before forcing organizations to focus their automation depending on the process category and its impact on value / customer The process landscape will be affected by Intelligent Automation The effect will be a further division of what the company needs to focus on and differentiateversus pure efficiency Standardization / Efficiency Non-value added Automated Processes are automated and effective Cost is kept low Not seen as particularly value-added / differentiate Over time becomes Forgotten processes that just exist The new Digital Workforce BPO Minimize / Transition Non-Value added / Required Manual Cluster of processes with no clear patterns, a lot of variation and of little value of customers Low competency requirements Manual, at lowest possible cost In transition to become automated, with new technology capability Intelligence / Transform Core Value Added Drives Customer Experience Processes that are key to the value stream experienced by the customer Fully automated where this provides higher value Cognitive support where humans are value added Maintain standards, efficiency and effectiveness at low cost Focus on efficiency and transition to automated category Focus on customer experience and differentiation 6

7 Key success factors for integrating Robotics & AI into the business Large amounts of data and training is needed to develop the solution The success of the solutions depends of an institutionalized Sponsor It must be close to the Business Bring IT onboard early Robotics & AI is a journey, not a project Communicate, Communicate, Communicate! Lead with the business case Start small and expand over time

8 Questions and more information? Tom Einar Nyberg Head of BPM, Robotics and Intelligent Automation Capgemini Nordics E-post: Tlf: Smarter Process Copyright Capgemini 2016 Internal use only. All Rights Reserved 8