How Digital Labor Is Transforming Customer Service Operations. Karen Cheung Senior Manager Al Ochoa Senior Advisor

Transcription

1 How Digital Labor Is Transforming Customer Service Operations Karen Cheung Senior Manager Al Ochoa Senior Advisor 1

2 Objectives SCE s Customer Service Operations has embarked on a Digital Labor journey to optimize our customer transactions through the implementation of Robotics Process Automation technologies Digital Labor Capabilities Journey to Digital Labor Sourcing vs Robotics Process Automation Enterprise Center of Excellence Digital Labor Center of Expertise Robotics Desktop Assist Robotics Process Automation 2017 Implementations Development Life-cycle 2

3 Digital Labor Capabilities Basic Automation Basic scripting in single applications Macros leveraging predefined connectors to other applications such as ODBC Robotic Desktop Assist (RDA) Initiated by humans; simplifies transaction processing Assists in data extraction, data entry, data validation, report creation. Largest efficiencies recognized in frontoffice processes. Robotic Process Automation (RPA) Performs routine, rulebased, high-volume transactions Structured data dependent Ability to fully execute complex processes/transactions automatically Back-office type processes and transactions are ideal for RPA Cognitive/Machine Learning Ability to process speech recognition and execute natural language processing Ability to work with unstructured data and will learn through statistical and mathematical optimization Data prediction, analytics, and mining Ability to learn from data inputs and/or outputs Artificial Intelligence Ability to work with unstructured data and will learn through statistical and mathematical optimization Mimics human intelligence such as visual perception, speech recognition, decision-making, and translation between languages 3

4 Journey to Digital Labor 2017 Q1-Q2 Strategy change to meet annual budget reduction commitments Sourcing -> Digital Labor Identified RPA potentials Developed Business Case/ROI Staffed Digital Labor team Plan 2016 Conducted Proof of Concept Partner lead Digital Labor Realm of Possibility Strategy development Purchased team of RPA bots (20) Do 2017 Q3-Q4 Established Enterprise Center of Excellence Established and developed Quality Assurance process controls Develop development roadmap Formalize 2017 Q2-Q3 Establish Customer Service Center of Practice Operationalized prioritization, governance, project approach, maintenance/support model Build back-office bots Mature SAP Design & Support of Existing Automations in Legacy Systems Implementation of new RPA, RDA solutions in SAP 2018 Implement Robotics Desktop Assist capabilities across Customer Service Continue Robotics Process Automation Development across Customer Service Conduct Optical Character Reading POC

5 Labor Strategies Labor Sourcing vs. Labor Automation Utilizing new resources to do existing work A transformative way to do business

6 Enterprise Center of Excellence Automation CoE Advisory Panel Executive Level IT and Business Unit Sponsors Center Of Excellence Sponsors Provides Strategic Oversight and Alignment Ensures Continuous Improvement of RPA Capabilities Creates Accountability for RPA Outcomes Automation CoE Leads Center Of Excellence Leads Customer Service Transmission & Distribution Information Technology Finance Human Resources Standardized tools/approach Managed best-practices Escalated support Mange software licensing Enterprise RPA Continuous Improvements Customer Service Automation Center of Practices Transmission & Distribution Administrative & General Information Technology Center Of Practice Process Intake and prioritization Process Requirements Process redesign Controls / QA Bot development Run / Maintenance 6

7 RPA INTERACTION MODEL Customer Service Digital Labor Center of Practice The Customer Service Center Of Expertise is responsible for the robotics process automation life cycle. The team manages the plan, build and run for all of Customer Service robotics processes. Billing, Credit, Collections & Payments, Call Center Business Process Owners Business Customer Division Customer Products & Services Center of Practice Assess Build Operate Intake/Process Re-Engineer Build Business Rules Operate, Run and Maintain Infrastructure Support IT Support Application Support 7

8 Robotic Desktop Assisted Automation (RDA) Automated process triggered by human agents across multiple application using a desktop interface. Individual licenses needed per agent desktop. Human Assessment Needed Agent executes transaction in RDA. Human Validation Needed Agent analyzes validates and initiates transaction Process complete Robot Pulls Data from multiple systems Robot Applies business logic rules and presents data to agent Robot executes automated process of orders Robot stores data in applications and databases 8

9 Robotic Process Automation (RPA) Automated processes that run on machines without needing human control. License needed per computer/device. Robot pulls account from exception queue or excel file No Human Validation Needed Robot inputs order information just as Agent would Process complete Robot Pulls Data from multiple systems Robot Applies business logic rules Robot executes automated process of orders Robot stores data in applications and databases 9

10 2017 Implementations Billing Org Volumes 67% Bots In Production 2017 Robotics Transactions = 865,582 Equivalent to 41 FTE Savings Average exception rate 2% 25 robotic jobs in production 164 FTES 1,725, FTES 865,582 33% Robotics Volumes Examples of Implemented Functions Leveraging Robotics Capabilities in the Front and Back-office Billing Organization Net Energy Metering Time of Use Rate Change Billing adjustments Putting accounts on hold Adding customer profiles Exception queue messages Customer Call Center Move center exceptions Choose your billing due date *Robot completes high volume transactions work with lower AHT Credit Active collections queue Deposit warning letters 10

11 Development Life-cycle Submit new work through the SharePoint intake process Brings in work and assigns it to the vetting stage for assessment and consultation 2 Weeks Robotics job is scheduled into production Monitoring & maintenance of deployed robots 1 Week 1 Week Conduct unit testing Conduct user acceptance testing Conduct QA test (predefined % volumes) Development Approach Run Intake Test QA Plan Build 4 Weeks Document As-is Process Re-engineer process Detailed requirements documented 3 Weeks Developers take detailed requirements and begin build. Developers work with SMEs to refine build Average 12-week Development Cycle (medium complexity build) day stabilization recommended 11

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