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Questions and Answers

Which industries are best suited for Robotic Process Automation (RPA)?

All industries can benefit from RPA. Every organization, in every vertical, has repetitive, time-consuming, error-prone processes which demand accuracy and speed, and don’t necessarily rely on human ‘out of the box’ thinking.

The large-scale automation of such processes has become a reality for organizations across a wide array of industries. Different verticals typically start their automation transformation from different starting points. Some examples are:

  • Oil & gas – in finance and HR
  • Telco & media – in customer facing processes, and call centres.
  • Government – in a digital transformation support across front and back-office.

In summary, to remain competitive, no business can afford to lag behind in the transformative optimization RPA offers.

Take a read of our ‘case studies ebook’ to learn about the automation journey of 6 of our customers across various industries.

What kind of business processes can and should be automated to make the most of my employees’ potential?

A wide variety of business processes can be automated. There are several factors to consider.

The processes to look for are those that include routine, rules-based tasks, which require little or no subjective judgement. To get maximum cost-effectiveness, it is best to choose processes which are run in high volumes (many times a day by many employees).

Other factors to consider could be error prone processes, specifically those in which compliance plays a major role and non-compliance may lead to costly fines or painful brand damage.

See the ‘Selecting the right candidate for process automation’ brochure to learn more.

How is RPA impacting enterprises and their people today?

Research shows that more than 50% of enterprises are actively looking for an RPA solution.

The reasons are clear. According to the National Association of Software and Services Companies, RPA can already reduce operation costs as much as 65%, with ROI within as little as half a year.

Currently, most RPA vendors offer very narrow solutions, for either the front- or back-office, providing either virtual services or software, and able to either automate complete processes or partial processes, but not both.

NICE Robotic Automation is the exception, providing a solution suitable for every department, with its attended (agent assisted, desktop automation) and unattended (end-to-end, server-based) automation capabilities.

View EE’s case study webinar and see how this leading telco employs RPA to handle 32 different processes, using both attended and unattended automations, with the expectation to deliver about £1m per year of additional benefits from these processes.

What do “attended” and “unattended” mean? And why does it matter?

Automated processes that don’t require any human intervention are called “unattended”.

They are performed quickly and efficiently by RPA robots from start to finish, freeing employees to handle more high-value activities which require their special ‘cognitive’ skills. These robots reside on a virtual server, pulling tasks from a queue, performing them quickly and accurately.

But there are processes which can’t be fully automated and do need human intervention. And other processes which you don’t want to automate at 100% as people’s involvement adds value. But since there’s still a lot of value to be had with process automation, also for these types of processes, automation can take place directly on the employee’s desktop and help perform desktop tasks. This is referred to as ‘attended’ automation, and it can also assist the agent by optimizing desktop processes and guiding them, in real-time, through complex scenarios. An example could be guidance for an up-sale process, or for regulatory compliance.

NICE uniquely provides both attended and unattended automation, maximizing productivity and supporting employees to increase sales, compliance and provide a more professional, quick and consistent customer service.

Read the white paper by Frost & Sullivan to dive deeper into the world of automation in customer service.

How can we ensure RPA robots function the way they’re supposed to?
How can we secure them from tampering or human error?

Monitoring, auditing and security are key factors when deploying RPA solutions. This includes securing both the RPA infrastructure itself and the information it uses.

Measures should be taken to ensure that Robots are doing what they are intended to do, and to monitor system health.
Such measures should include:

  • Role-based or interdependent permissions for all changes to the system or retained data
  • Report of robot success rate and failure reasons
  • Automatic detection and alert when something has changed in the underlying applications the robots are automating
  • Version control policies
  • Audit of actions taken by different admin users
  • Complete audit trail of robot actions
  • Authentication of executable files and data encryption.

How do we get started on a process automation project?

You first have to be sure to correctly identify those processes in your organization that can or should be automated (i.e., highly structured and routine tasks, which require little or no subjective judgement).

This means carefully mapping internal processes, for which you need maximum visibility into your employees’ daily activities.

The NICE Real-Time Activity Monitoring solution (for Desktop Analytics), provides insights using captured data on employee application use, to identify immediate and long-term optimization opportunities.

As a next step, NICE professional services can provide the business discovery, and hand-hold your people through the initial steps of the automation project. We train our customers to work with our Automation Studio tool, and make sure to build the required confidence so the customer will be self-sufficient with on-going projects.

Alternatively, you may choose to bring in a consulting and implementation partner to facilitate every step of your transformation project.

White Paper

lock Robotic Process Automation: A New Era of Agent Engagement – A Frost and Sullivan White Paper

RPA can act as a standalone tool to fully automate unattended processes, or it can assist the human employee in performing desktop tasks faster and more accurately.
This paper discusses both use cases in detail.

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White Paper

lock RPA is Transforming Business Processes - Delivering Fast, Accurate Service, and Improving Customer Experience

In conjunction with NICE, IRPA AI has written a white paper that examines the strategic benefits of a collaborative RPA environment that supports both robotic and human work side by side and its role in eliminating costly errors, and increasing the efficiency of business processes that result in enhanced services to customers.

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Webinar

lock Making Self-sufficiency Your Core RPA Platform – an EE Case Study Webinar

The UK’s largest mobile network provider, EE has automated 32 processes across a wide variety of process types, realizing a saving of over 4,000,000 million seconds per month in those automations alone.

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Blog

Robotic Process Automation is More than Just Hype

If you’ve read the news or spoken to any colleagues over the last decade, chances are you already know something about Robotic Process Automation. You could be living in a cave and still have heard of it, with all the attention it has gotten recently. RPA, Automation, Robotic Automation, Robots, Bots – all are common names for a powerful business paradigm shift that is happening right before our eyes.

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Brochure

NICE Advanced Process Automation

This brochure highlights the capabilities and benefits of the NICE Process Automation offering, including Robotic Automation (RPA), Desktop Automation, Desktop Analytics, Cognitive Automation, as well as a management framework for monitoring and scaling the robotic workforce.

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Brochure

Selecting the Right Process Candidate for RPA

How do you decide which processes are good for automation? The many parameters are outlined in this paper.

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Infographic

NICE RPA Infographic

Understand the numbers behind the huge impact and amazing benefits of RPA

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Case Study

NICE RPA Case Studies Ebook

Read the stories of 6 customers from various industries and business needs, and the amazing results they achieved.

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Case Study

Helpline

Helpline, the #1 player in credit and debit card in Italy, wanted to decrease repetitive and low value tasks in their fraud prevention process.

With NICE’s unattended Robotic Automation and attended desktop automation, they reduced handle time by 79%.

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Case Study

Banca Populare Di Sondrio

BPS is one of the first Italian popular credit cooperatives.

The bank employed NICE Robotic Automation to handle the creation of a financial statement letter, and automatically gather client data from different platforms.

By doing so, the bank was able to reduce handle time from one hour to 10 minutes, while freeing the bank’s employees to focus on more engaging activities.

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