June 7, 2019
by Pat Geary
LONDON - Robotic Process Automation (RPA) has now entered its next evolutionary phase – “connected-RPA” – which is driving an exciting era of collaborative technology innovation. This era is being led by digitally savvy business users, who apply easy-to-control, ever more intelligent, ‘Digital Workers’ to exploit leading-edge AI, cognitive and other capabilities – so they can innovate and swiftly develop new, compelling, offerings.
For more than a decade we’ve been designing Digital Workers to support mission critical processes automation, which help organizations operate much better.
Many RPA deployments never get beyond simple sub-tasks which have been executed using an agent’s login and runs on their own desktop. However, while helping with that task - they’re not high value, mission critical processes, which means that this ‘same old, same old’ approach isn’t transformative at all.
Introducing the concept of a Digital Worker
Today, Digital Workers are very sophisticated, capable of processing information, executing transactions and mimicking the ways human beings conduct work — but faster, with fewer errors and operating 24x7.
They can collaborate, work in teams and combine forces to complete workloads — constantly regrouping to complete time-pressured tasks. And just like a human employee, Digital Workers can inform, augment, support and assist people in the automated fulfilment of service-based tasks.
Digital Workers can operate within the most demanding enterprise environments, making them scalable, secure, intelligent and easy to use. For example, business users simply create automated processes by drawing and designing process flowcharts. The flowcharts are intuitive for business users and are used by the Digital Worker to automate a task.
Documentation of a task becomes the actual task — change the documentation and the task is instantly changed. This approach means that the Digital Worker is agile, secure and compliant – as all documentation is securely managed in a central repository.
Business users collaborate by adding their automations into a central pool of capability, managed and reused by the whole business, massively improving productivity gains. Digital Workers’ decisions and actions are also centrally captured, and their training history conducted by humans. This provides comprehensive transparency of all activity that helps with compliance audits, as well as real accountability if any problems arise.
Adding “intelligence” into the mix
We are now seeing further evolutions, with a shift toward even more advanced, intelligent automation that delivers the thinking and analytical capability to make operations smarter and autonomous. It’s the unique connectivity capabilities of Digital Workers, coupled with the increasingly intelligent way that they operate, that’s now being harnessed by digitally savvy business users looking to exploit leading-edge cloud, AI, cognitive and other capabilities.
To ensure that Digital Workers more closely replicate human decision making, they are now being equipped with six skill categories; knowledge/insight, learning, visual perception, collaboration, planning and sequencing, and problem solving.
Knowledge & Insight
Thisis the ability for digital workers to harvest information from different datasources, understand it and deliver previously unattainable insights, enablingorganisations to:
Deploynatural language processing
Gain newinsights into customer behaviour
Mine data forbetter understanding of processes
Use datamanagement to quickly deploy new programs.
This is the ability to read, understand and contextualise visual information digitally, enabling organisations to:
Leverageoptical character recognition so digital workers can work with text just likehumans
Use naturallanguage processing to allow digital workers to understand & interprethuman language
Instantlyanalyse and understand the meaning of digital images via Computer Vision
Thisis the ability to derive contextual meaning from datasets, as well as recognizeprocess
andworkflow changes, and adapt accordingly without human intervention, enablingorganisations to:
Leverage true machine learning to give digital workers the ability to “learn” without being programmed
Prepare for the future as digital workers process information with a neural network paradigm
Enable digital workers to model algorithms quickly.
Planning and sequencing
Thisis the ability to optimally plan workflow and workload execution to deliver thebest outcomes - enabling organisations to:
Enabledigital workers to instantly and intelligently manage workloads
Let digitalworkers auto-scale as needed by business conditions.
Use automaticprocess mining to analyse business processes, based on event logs.
Thisis the ability to solve logic, business and system problems withoutintervention - enabling organisations to:
Use automaticproblem detection to ensure the highest levels of service
Possessproblem solving ability to increase productivity throughout all processes.
Achievedigital worker-enabled visualization to gain insight from data.
Thisis the ability to communicate and complete tasks with people, systems and otherdigital workers, enabling organizations to:
Use digitalworkers to reduce time to service customers and improve overall quality
Empoweremployees to work with digital workers to elevate their roles and increasecontributions
Deploy chatbots to work with digital workers to autonomously service customers andescalate to humans when needed.
Digital Exchangeshave also been created for accessingand downloading pre-built artificial intelligence (AI), cognitive anddisruptive technologies for building out, scaling and adding skills to Digital Workers.
Related: Trends in the adoption of AI
Personal software robots – are they a viable alternative?
The notion of the ‘personal software robot’ is a relatively new and much-hyped alternative - designed to deliver multiple, short, record and replay tactical automations for navigating systems on desktops. The big promise is that business users working in front and back offices - across different departments, can record a process and have software robots deployed within hours. This can be done without any involvement of the IT department, so users can experience both business benefits and ROI.
Theproblem with desktop recording of a personal software robot is that a singlehuman user is given autonomy over a part of the technology estate, whichintroduces a lack control and creates multiple security and compliance issues.Theproliferation of desktop robots, if ungoverned without business oversight,means that organizations don't know where they exist, what processes they useand whether they are running or stopping unexpectedly.
Ifa robot and a human share a login, no one knows who’s responsible for theprocess – which when duplicated over time - creates a massive security andaudit hole – while limiting scale. Additionally, if a robot and a human share aPC, there’s zero productivity gain as humans can use corporate systems as fastas robots. Also, recorded processes are veryinefficient when they run, as they sit and wait for target systems when theycould be running.
Ultimately, by restricting software robotsto a multi-desktop environment, outside of the IT department - or any centralcontrol, means effectively sanctioning and using ‘shadow IT’. This ispotentially very damaging for an organisation as shadow IT in this context,means unstructured, undocumented, solutions that become part of the processflows of a business – which are uncontrolled.
In a crowded and confused RPA market, the interconnected Digital Worker clearly stands out by swiftly delivering greater productivity, efficiencies, opportunities and value. Looking forward, we’ll increasingly see humans driving collaborative innovation and imagination, working in tandem with Digital Workers – and this partnership will be the key success factor to thriving in the digital age.
Pat Geary is Chief Evangelist at Blue Prism