Automation powered with LivingAI and Machine Learning (ML) is an integral part of our daily lives today. With time, it has developed into a technology that delivers results. Enterprises have successfully moved from POC / Pilot stages to full-scale implementation of Robotic Automation into their process value chains. The processes now look more stable and predictable as compared to human in the loop operations. This advanced technology is everywhere, but most business units don’t know they interact with it daily and end up in a Lift and Shift of the existing process that don’t deliver expected results. This has led the service providers and solution developers in the automation market to a shift from point solutions to enhanced and comprehensive offerings for an end to end value streams.

Imagine a situation where you log in to an online portal to purchase something, you complete your purchase and the ordered item is delivered to your home. After a few days, you seem to have forgotten the username and password, you simply create another new one. This is no big deal for a user but for an organization, this is a duplicate entry of the same customer. Such duplicate entries will be many, so a customer contact management system that shows 10 million customers, could be only 2 million unique customers. The database administrators face a herculean challenge to maintain a unique database.

With an Automation Solution, an intelligent BOT powered with LivingAI backed with ML algorithms performs various functions like matching user data, comparing data points such as username, email, phone number, address, social profile, linked credit cards, debit card, net banking account numbers, IP address of the device, online wallets, GPS Location etc., to build a unique database that eliminates the organization run custom queries to improve their contacts.

This further helps reduce the money spent on an online campaign, improves customer experience, saves money on discounts, offers, coupon codes etc. One of the tier 2 food chains reportedly optimized cost by ensuring coupon codes and discounts are delivered to a unique customer.

We worked closely with an Africa based tier 2 enterprise to resolve the issues the organization was facing with vendor payments – duplicate payments and incorrect supplier debits. Surprisingly, the customer had already implemented a BOT and the process was automated. A team of Zensar Automation Consultants engaged in a due diligence exercise found that the Automation was lift and shift without transforming the process. This is just one such instance, we have found many such examples where the school of thought is FTE mobilization by automating the existing flaws, the disadvantage of such approach is the ZERO BENEFITS derived from automation because you are automating a bad process, “Garbage In is Garbage Out”, automation, in this case, did not solve the problem. What is required is an intelligent approach both at the process level and the system level.

Automation should be powered with LivingAI and Intelligent Machine learning algorithms that can detect anomalies and create an alert so that the human in the loop can coach the machines, only after enough machine learning is accomplished the human in the loop can be ramped down and make the end to end process machine-driven.

Conclusion

The above scenarios show the importance of Machine based “CHECKER BOTs” or “AUDIT BOTs”, machines will soon monitor the BOTs and check if their performance is as per the objectives set, are the goals being met if not an alert is triggered to take an action.

At Zensar, our Due Diligence an Audit Framework promotes a Master – Slave design where the Master BOT constantly monitors the Slaves and ensures take proactive action and ships out timely alerts. The Master BOTs also decides on dynamic license allocation depending on the volume at hand and either ramp up the slave bots or ramps down depending on the business volume.

The promise and potential business challenges that can be overcome by automation may take a long time to manifest but for sure there is a change in the mindset of the end customer who is now willing to work collaboratively with BOTs.

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Sumant Kulkarni and Rajesh Mohandas

Posted by Sumant Kulkarni and Rajesh Mohandas

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