IAOP PULSE Outsourcing Magazine, RPA, Robotic Process Automation
IAOP PULSE Outsourcing Magazine, RPA, Robotic Process Automation
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RPA17 Recap

Debi Hamill
attendees to

Nikhil Zaveri,
Director, Strategic
for Wipro,
makes opening

Panelists discuss
crowdsourcing and
the gig economy
at the New York
Chapter meeting.

Dave Messinger
from Topcoder is
the keynote speaker
on mega trends
at the New York
Chapter meeting.

IAOP’s New York
Chapter listening
and learning.

Mukund Kalmanker,
Vice President,
Team, speaks on
Automation Defining
the Future of
Busines Operations.

A full room of
attendees at RPA17
learns about
robotics and AI.

Mark Davison,
Partner Robotic Process
Automation, ISG and
Patrick Russell,
Senior Vice President
U.S. Business Services,
Randstad discuss
Risk Management,
Governance and
Lessons Learned from
Implementing RPA.

Jegan Kannan,
Global Solutions
and Practice Leader
for DRYiCE, talks
Beyond RPA.

Sarah Burnett,
Vice President,
Everest Group,
presents on the
Eight Simple Rules
of RPA Deployment.

A panel moderated
by Anupam Govil,
Partner of Avasant,
shares automation
lessons learned and
success strategies.

Avasant’s Anupam
Govil moderates panel
with Bert Mullen,
Vice President of
Global Sourcing at
Equifax, Abhishek
Breja, formerly of
Assurant, and Donald
Mones, Director MUFG
Union Bank.

Networking time at
RPA17 includes
getting a preview
of IPSoft’s Amelia.

Every organization has operational lethargy. Automation unshackles the latent potential of the organization to unleash its true talent.” - Moderator Anupam Govil, Partner, Avasant



Presented by:

Sarah Burnett, Vice President, Everest Group


  1. Communicate
  2. Collaborate
  3. Embed Governance
  4. Apply change management best practice


  1. Invest in skills: find, develop, harness and grow into a CoE
  2. Start small and learn by doing
  3. Think big to join the dots and innovate
  4. Celebrate successes

Invest in skills: find, develop, harness and grow into a CoE


RPA17 attendees had the opportunity to hear about this trio of automation technologies to keep on your radar screen.

Presented by:

Mark Davison, Global Partner, Robotic Process Automation, ISG;

Patrick Russell, SVP, U.S. Business Services, Randstad US

 Six Lessons Learned Building a Complex Automation

  1. Acknowledge up front that this is a complex process to automate, and assure that the process is mature, stable and well defined prior to starting the automation life cycle
  2. Use existing templates such as those in Excel and queries used by the SME, and do not try to rebuild
  3. Write out the architecture and logic and review each detailed step with SME and management prior to starting the build process
  4. Use the recommended module design, build each module in small “chunks,” testing and walking through with the users frequently
  5. Keep scope and risk under control, but allow for iterative learnings and scope creep, as it is likely many process and logic details will be “discovered” as the automation build advances and the SME and management become familiar with the detailed process information required for RPA
  6. Consider using a blend of approaches, depending on the module/task to be built, i.e., traditional with frequent walkthroughs, and agile with collaborative build/test sessions, all the while seeking feedback on how the automation is working/evolving

Building an RPA Roadmap

Start small, move fast and learn quickly.” - Bert Mullen, VP of Global Sourcing, on Equifax’s use of RPA over the past year starting with back-office processes and driven by its operations team
Tap into basic AI while you are doing RPA to increase savings from 30-40 percent to 70-80 percent. Go after automating processes that are not too small so your initial savings is meaningful.” - Abhishek Breja, formerly of Assurant
The answer used to be labor arbitrage. The answer is going to be robotics and it has to be part of every activity that we do today. A lot of legacy organizations have a really hard time changing their DNA but every large company is providing these services. It’s changing the vendors’ activities and how they integrate with us internally.” - Donald Mones, Director MUFG Union Bank

Three Technologies to Watch

Attendees at RPA17 had the opportunity to hear more about this trio of automation technologies to keep on your radar screen:

HCL’s DRYiCE COPA (Cognitive Orchestrated Process Autonomics)

The DRYiCE COPA platform re-imagines the transactional automation approach that many RPA solutions provide and offers full stack A.I. powered automation across the front-office, mid-office and back-office parts of any business process.


Through COPA, enterprises can deploy A.I. powered bots to automate front-end human-process interaction (virtual assistants); enable judgmental decision making in the mid-end of the process, and drive rules-based decision making and transactional automation at the back-end. This enables enterprises to optimize operational costs, improve compliance and enhance user experience with one comprehensive solution, according to the company, which calls this “unified-office,” saying it goes a long way in reducing business process complexity.


Most traditional Business Process automation platforms focus on “Robotic Automation,” which automate repeatable manual tasks, bringing value at the low-end of the process. COPA deploys A.I. technologies to automate higher-end parts of the process. While others merely focus on low-level process efficiency and reducing human effort, COPA impacts the user experience and overall business process effectiveness, according to HCL.


One of the major differentiating features with COPA is its open API-based architecture that allows it to seamlessly integrate with not only other enterprise supporting systems and applications but also with a whole world of third-party A.I. technologies and platforms. This enables truly best-of-breed solutions to tackle any process challenge, the company says.


Finally, COPA looks beyond just automation of tasks. It focuses on orchestrating process outcomes by integrating across process silos. In summary, COPA is the platform that unifies front, middle and back-end offices to create a unified office with seamless user experience.


Wipro HOLMES (Heuristic & Ontology-based Learning Machines and Experiential Systems)

The Wipro HOLMES artificial intelligence platform helps enterprises hyper-automate processes, redefine operations and reimagine their customer journeys. It provides algorithmic intelligence and cognitive computing with an objective to increase operational efficiency, effectiveness and enhance the user experience for enterprises across their infrastructure management, applications and key business processes to accelerate their digital journey.


The company’s strategy is to deliver strongly differentiated enterprise AI and automation value through Wipro HOLMES. It brings strengths in tackling real-world business problems by leveraging the perspectives gathered from the delivery of several successful programs for enterprises globally; combining data, domain, IP and services expertise; and working in an ecosystem of partners, startups and academia to co-innovate and collaborate.


Wipro HOLMES has been successfully deployed in data and information-driven verticals such as banking and financial services, retail, manufacturing and telecommunications, where it has delivered exceptional results. According to the company, the 202 bots that are part of the Wipro HOLMES platform have helped achieve an automation arbitrage of 14,600-plus FTE effort equivalent across 175-plus accounts (effectively, it has produced an output which would have otherwise needed 12,000 FTEs).


Through the HOLMES Rollout Index (HRI), Wipro has also seen a significant improvement in customer experience (two times increase in NPS) in accounts that have implemented the product as compared to those that do not have any instances of Wipro HOLMES implementation.


Overall, Wipro says it has a 1,200-member strong team equipped with the most in-demand skills in AI and automation. Its investments in global state-of-the-art experience centers, digital pods and maker labs are the hubs of advanced research and experimentation in various AI enabled technologies.


Wipro HOLMES offerings include solutions for IT and business. Wipro’s vision on IT services automation is “manual by exception,” which, for example, is to have minimal human touch points in IT operations spanning application development, support and infrastructure services.


The business platform brings together a comprehensive set of capabilities such as natural language understanding, algorithmic intelligence, self-learning and reasoning to enable businesses to build and deploy cognitive solutions for the digital age.


Wipro HOLMES for Business includes compliance, contract management and anomaly detection solutions. It helps to solve problems and accelerate customer’s automation journeys in various domains such as supply chain, contact center operations, product lifecycle management and onboarding that are applicable across industry verticals.


Advantages of Wipro HOLMES include a use case based approach where development of assets is demand driven, need-based and market-focused and a vast knowledge base that spans across process knowledge and domain knowledge; and an end-to-end problem-solving approach with ‘Connected Bots.’ The company says Wipro HOLMES “acts like a glue as we implement solutions for clients around their existing tools and their partnership ecosystems’ unique capabilities.”


IPSoft’s Amelia

Amelia, IPsoft’s market-leading cognitive agent, delivers competitive advantages and enhanced customers experiences for global companies worldwide and in a variety of industries, according to the company.


Working with her human colleagues, Amelia leverages conversational and natural language understanding, analytics, workflows, experience management and self-learning capabilities for a seamless user experience in more than 40 languages. Amelia utilizes deep neural networks (DNN) and machine learning (ML) to even better understand what an end-user means and feels in various support interactions and information inquiries. Analytical capabilities allow her to enrich every user interaction with decisions based on real-time data insights. These strengths and others make Amelia the only intelligent cognitive agent ready to excel in roles spanning the entire value chain within businesses and organizations, IPsoft says.


Amelia’s features and benefits include:


  • Intelligent understanding: Amelia can understand what end-users say and mean. This leads to a much higher level of understanding and, therefore, a better user experience with a minimal amount of repetitive or clarifying questions. This is due to machine learning to recognize intent, episodic memory to generate appropriate responses, logic memory for conversational intelligence, and her natural language capabilities in 40 languages.


  • Empathetic Response: Amelia can adapt her responses and expressions to create a truly personal and contextual experience for each customer, leading to higher-value interactions and building strong relationships between a company and its customers.


  • Multi-channel Handling: Users can interact with Amelia through chat over web, mobile, apps, and social (Facebook). Amelia also has the ability to connect by voice, collaboration tools (Skype), web, Amazon Echo and Google Home. Amelia can cross channels, for example, start a conversation on Facebook, then direct the customer to the corporate chat system where she has access to all the internal systems to better assist the customer, all while maintaining the context of the conversation.


  • Advanced Analytics: Amelia uses advanced analytics to focus her interactions and make informed decisions in real-time. These include performance analytics to measure interaction accuracy, escalations and customer satisfaction, which in turn can drive continuous improvements in her ability to deliver a valuable and seamless experience. Decision support functionality also allows Amelia to leverage or present analytic outcomes to customers or her human agent colleagues to keep them informed and help them make better decisions.


  • Integration: Amelia through her integration framework allows full flexibility to orchestrate and control internal systems, including leveraging APIs and Web services to retrieve data or start processes in business systems, directing bots and control devices such as printers and scanners, and informing users with messages by email or text.


With customers demanding seamless user experiences and the ability to solve incidents and address inquiries in real-time, companies achieve success with Amelia because of her market-leading ability to elevate customer experiences through her unique capabilities, the company says.


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