Presentation by Greg Meinhardt, Director of Finance Operations, CH Robinson and Ritesh Jain, Associate Vice President & Head of Automation, HCL Business Services, HCL Business Services.
By starting small with a RPA pilot program, monitoring your successes and failures along your journey, you’re able to take the lessons learned and move onto a wide variety of other RPA expansion plans with greater probability of success. This presentation covers:
- How to determine which department functionalities would be best suited for a RPA pilot program based upon its transactional volume stats, regulations and transparency standards x department must adhere to
- Effective RPA roll-out plans, with goals that should be met, how long it should take to implement, how and what to track as success and failure measurements
- Methods to help you determine if you’re RPA pilot program has been a success – and knowing when it’s time to scale-up, and/or expand your RPA program/s
Presentation by Jamel Jones, Director, IVR Operations, Comcast Cable.
After dialing a company’s 1-800 number, customers are typically met with an automated phone (IVR) system they despise. Common customer complaints are “it doesn’t understand me”, “it can’t help me with my problem” or “I just want to speak to a real person”. Given the exorbitant price of a live agent phone call, it is critical to maximize your IVR’s intelligent automation capabilities to minimize costs and deliver an excellent customer experience. In this session, we will discuss strategies to:
- Implement enhanced selfservice functionality to automate complicated call types resulting in lower agent costs and higher customer satisfaction.
- Utilize relevant information to accurately predict the reason of the customer’s call resulting in a streamlined and personalized experience.
- Expedite digital transformation by seamlessly transitioning customers from the IVR to digital channels.
- Choose the right KPIs to properly measure IVR health and identify customer pain points
Presentation by Joseph Magliacano, Robotic Process Automation Analyst, Asurion
Asurion is a long time user of the NICE process automation and desktop guidance solutions. Their center of excellence supports their business units with new and valuable automation solutions on a daily basis. Check out this presentation to understand why every organization needs to complement RPA with Desktop Automation as a driver of quality service, increased productivity, and happier employees.
Karlee Moore, Global OCM Lead - Financial Services, Eli Lilly and Company created this presentation to provide an overview of a few IA marketing strategies that have been utilized by a variety of organizations to “sell” Intelligent Automation internally, showing: 1) what can be done, 2) what has worked well, 3) and how to go about doing x – from the samples provided by the session speakers.
Presentation by Jasmine Tehara, VP, Business Optimization, Investment Division, Manulife.
Covers the necessary steps to properly evaluate if it’s the right time for your business operations to move forward with intelligent automation, based upon scope, budget, stakeholder and staff buying, regulations’ standards, process transactions’ volumes, etc. Provides the best timelines for implementation and how to introduce the technologies into your operations
Presentation by Josh Remacle, Digital Workforce Leader, Koch Business Solutions.
Imagine this scenario. One day after many successes in your IA journey something goes wrong either on an infrastructure-level or your stakeholders decide to either nix or expand your IA programs, leaving you with a kill or not to kill bot situation. If and when that happens, then what? How can you kill your bot program and either start from scratch, totally nix all signs of an IA program, or better yet, upgrade to a better bot program because it is necessary to do so for expansion reasons.
- Chris Gilmore, PMP, Application Technology Leader, Aetna
- Atul Soneja, Head of Business Development, EdgeVerve
Automation journey starts with deterministic automation, focuses on saving time and effort by utilizing robots to automate repetitive and rule-based business processes. As the starting point in the automation continuum, Robotic Process Automation (RPA) capabilities identify inefficiencies and automate a part or the whole process with bots. Going beyond RPA deployment, when a business starts analyzing data to make future predictions, it’s considered to be in the predictive phase.
Building and managing this repository of knowledge over time to derive evolved patterns and aid business decisions, propels an enterprise towards the cognitive phase of automation, this is done through Artificial Intelligence.
Big Trouble in Little Processes: Strategies for Automation in Less Standardized and Lower Volume Processes
- Max Cheprasov, Chief Automation Officer, Dentsu Aegis Network, USA
- Ted Shelton, Chief Customer Officer, Catalytic, Inc.
The easy case for automation is when your process is highly standardized and has a high volume of transactions (and people) involved. But what do you do when a process has not been standardized, is lower volume, or both? Some might argue for standardizing first and automating later. Others might suggest that these are just bad candidates for automation. But actually MOST work done across the enterprise is non-standard and low volume so to get the greatest benefit from automation, companies will have to learn how to automate beyond the highly standard and high volume processes. This session will provide practical advice including a customer case study on how to be successful using automation even in ad-hoc and adaptive process areas within your business.