A recent survey by both, Forrester and Gartner shows that “Breaking bots” has emerged as the #1 enemy to Robotic Process Automation (RPA) success. With easy access to UI-based automation, line of business (LOB) owners create RPA bots to automate processes without having to ask for (and wait for) IT/development assistance. A little bit of trial and error is involved in getting the basic automation up and running; however, sooner or later, things change, interfaces are optimized and data formats evolve. Or maybe in some cases, connected systems are upgraded. Regardless of the cause, the outcome is the same: broken bots. Each time a bot breaks, the LOB requires technical assistance to diagnose and fix the cause.

Forrester has reported that 86% of organizations adopting RPA have experienced increased efficiency, 67% gained deeper insights into customers, and 57% have improved customer service. At the same time, recent surveys by Deloitte and EY found that approximately half of RPA projects fail, while most of those that “succeed” do not deliver the expected ROI, the Breaking BOTs issue is prevalent here too which prevents the enterprise to scale.

At Zensar, we have a strong ValuePlusTM framework in place, which has successfully helped overcome the ‘Breaking bot’ issue. Breaking bots are not common but one need not panic and fear such issues if your Business Continuity Plan and Disaster Recovery are in place. At least 90% of the organizations start in POC/Pilot mode and fail to put the right steps as the demand supersedes the supply and organizations are trapped into a break fix mode.

The Zensar ValuePlusTM framework promotes lateral thinking covering all three tenets viz. Technological Change, Learning Evolution and Talent Mobilization. This framework eyes at establishing a Workforce Autarky, Skilled Flows, Empowered Line of Businesses, Agile Adoption and a Strong Governance establishing clarity on the role of IT and Business.

The Zensar ValuePlusTM framework carefully addresses the key issues while it creates a shared need and mobilizes a strong emphasis on Change Management. The heatmap which is a critical outcome of this framework, gives a bird’s eye view on the processes to identify for Automation and the associated infrastructure requirements for seamless adoption. The selection of an appropriate project management approach is equally critical, unlike the Software Development Life Cycle Zensar ValuePlusTM framework promotes the use of Bot Development Life Cycle (BDLC).  The BDLC recommends a DevOps / OpsDev approach as compared to the Waterfall or Agile. The empowered organization with a Citizen Led Approach and a OpsDev BDLC is more stable and in control compared to the yester era approach following the traditional IT way. One other significant shift which this framework captures and evangelizes is the amount of waste that gets eliminated in the process and the variance that is reduced giving it a more stable outcome and a “Break free BOT Execution”. BCP and DR is icing on the cake which is often the neglected child of the Citizen Led model which the framework successfully fixes.

There is a wide economic impact of Automation beyond the cost benefits the organization reaps. There is a direct contribution of Automation to the GDP with the benefits passed on to the customer in the form of reduced prices and enhanced speed to market. Productivity gains will be multifold from business automation which includes the use of Robots and Autonomous vehicles. Apt utilization of the workforce can be accomplished seamlessly in a “Non-Breaking BOT Environment” leveraging Intelligent Automation. This results in increased demand with ability of the enterprise to meet the personalized services and products to its customers.

Zensar has developed depth with a strong framework, rich talent and expertise that helps the organizations willing to journey into a Transformed Living AI enterprise while embracing RPA for Automation of repetitive tasks.

  • Algorithmic game theory to address the economic and social computing dimension of AI.
  • Computer Vision that helps pull relevant information from an image or sets of images for advanced classification and analysis, Collaborative Architecture, Models and Algorithms to help develop Autonomous system that can work collaboratively with other human systems.
  • NLP algorithms to process human language.
  • Deep Learning and Large Scale Machine Learning that help unearth several hidden layers of Sub-Models that serve as inputs to next layer and ability to handle large data sets.

Breaking Bot is a symptom, while we strongly evangelize that every enterprise should promote its employees and LOBs to build their own bots in a Citizen led model, the IT teams have a crucial role to play integrating the seven layers of Architecture and eight pillars of emerging technology. Automation is just not a CIO or a Business-driven initiative. It’s an organization’s transformation journey everyone participates in, with a goal to contribute towards strengthening the economy.

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Sumant Kulkarni and Rajesh Mohandas

Posted by Sumant Kulkarni and Rajesh Mohandas

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