Robotic Process Automation (RPA)

PresentationChanging the Title Future Presentation with Robotics Title Second Line

Bent Dalager ManagingAuthor Director for Financial Services Nordic Accenture EricTitle Musser Managing Director, Robotics & Workforce Intelligence Pegasystems

Rise of the Robots 30% 33% Cost reduction for business of all highly skilled work done by doctors, lawyers, operations by 2018 through expert engineers and professors will be replaced by 2023 smart machines and by smart machines or by less skilled (non specialist) industrialized services humans assisted by cognitive computing technology. Gartner 2015 Inspired by Gartner 2015

2 1. Introduction

2. Changing the future with Robotics

3. The role of Pega Robotics and Intelligence

4. Closing remarks and questions

3 1. Introduction

2. Changing the future with Robotics

3. The role of Pega Robotics and Intelligence

4. Closing remarks and questions

4 Yesterday Two Types of Resources to Do All Work

Man Machine Business IT Agile Rigid Fast adaptability Slow adaptability Low speed / volume High speed / volume High transaction costs Low transaction costs

5 Today Introducing the 3rd Workforce

Man Robot Machine Business Business & IT IT Agile Agile Rigid Fast adaptability Fast adaptability Slow adaptability Low speed/volume High speed/volume High speed/volume High transaction costs Low transaction costs Low transaction costs

6 Robotics Spectrum

Cognitive Computing / Digital / Virtual Desktop automation Process Automation Autonomic Solutions Assistants

Consolidating data from Applying technology to Systems that gain knowledge Computer-generated character multiple sources into a single manipulate existing from data as “experience” and that simulates a conversation. view to complete a process. application software to apply what is learned in Learns and builds an AI“Brain” Automating keystrokes complete a process upcoming situations

7 Desktop Desktop Assistant Automation Case Automation Process AcceleratorsGuidance: / Streamline activitycompletion: Alerts, Offers Enabling user readiness:

(88% faster (88% LaunchContext,inCustomer View, 360

Auto “Click andgo” - notes

)

Robotics Spectrum

Cognitive Computing / Digital / Virtual Desktop automation Process Automation Autonomic Solutions Assistants

9 Robotics Perform Tasks Across Platforms

Web SAP

Tools Database

Utility Application s

System 3270

10 Robotic Automation (80% faster – 99,6% saving) Case: Automate Card Order and Issue – Digital Bridge

$0,1

20% 35 sec

80% 145 sec $3

Robot time Time Reduced Cost reduction Robot cost

11 Enabling the Next Step : Cognitive Solutions Assessing Claims by Reading Diagnosis and Policies

Robot Robot

12 The Digital Workforce Platform Mature Robotics: BPM is Necessary and Valuable

MANAGEMENT VIEW

SCHEDULING

ANALYTICSINSIGHT

WORKFLOW

ROBOTICS

ANALOG DIGITAL TO ANALOG

POTENTIALLY WEB SERVICE AND API

13 1. Introduction

2. Changing the future with Robotics

3. The role of Pega Robotics and Intelligence

4. Closing remarks and questions

14 The Digital Workforce Platform Mature Robotics: BPM is Necessary and Valuable

“Pega is the first tech provider, MANAGEMENT VIEW and only BPM market participant of substance, to purchase an RPA provider (OpenSpan). The combination brings robotics, analytics, and SCHEDULING

case management together

just makes sense...” ANALYTICSINSIGHT – Craig Le Clair, Analyst, Forrester (RPA & DCM Wave)WORKFLOW

ROBOTICS

ANALOG DIGITAL TO ANALOG

POTENTIALLY WEB SERVICE AND API

15 Unified Platform Engineered for Evolution

Salesforce Pegasystems Appian Pegasystems Appian Pegasystems

Microsoft IBM IBM Oracle SAP + +

2015 2015 2015 2015

CASE BPM #1 REAL-TIME LEADER IN CRM MANAGEMENT #1 DECISIONS #1

“Pegasystems has the best ability to model and predict a customer's behavior, and to deliver the next action to the agent.” Gartner* *Magic Quadrant for the CRM Customer Engagement Center, 2015

16 Leader in Robotic Automation

17 Faster Intelligent Automation

Workforce Intelligence Robotic Desktop Automation Robotic Process Automation

• Big Data cloud-based analytics • Robotics Assisting the User • Robotics Acting as a User for insights about your people, • Automate routine tasks to simplify • Fully automate business processes process and technology the employee experience and to reduce costs, accelerate improve the customer experience productivity and decrease errors

18 The Desktop Problem

19 How Pega Robotic Automation works Technology uses a plug-in like architecture for each application

So any UI object can be used in any Robotic Automation, Desktop or RPA

Monitors user, application & desktop activity for refining areas for user process Improvement

Quickly create automations using easy to use design tool

Automate and Improve manual steps

Rapidly automate cloud (API) with legacy apps

Reap quick ROI

20 Robotic Automation – The Sum of Two Parts

Robotic Desktop Robotic Process Automation (RDA) Automation (RPA)

• Personal robots for • Unattended robots replicating every employee 100% of work • Call center, retail, branches, • Back office, operations, back office repetitive • 20-50% improvement across • 100% improvement across large workforce groups smaller sub-groups • RDA also provides dashboards • Runs on a virtual server farm and UI enhancements (or under your desk)

21 Robotic Desktop Robotic (RDA Automation (Rapid ROI: Optimize Existing Desktop Workflows Desktop and Existing ROI: Optimize (Rapid Applications)

Desktop Assistant Process AcceleratorsGuidance: / Streamlinecompletion: activity LaunchContext,inCustomer View, 360 Alerts, Offers Enabling user readiness:

Auto )

“Click andgo” - notes

RDA – The Optimized Robotic Desktop

The Optimized Robotic Desktop gives you

• Faster Implementation • Largest Impact

• Smarter Workers • Dashboards if Desired

• Faster Workers • Adaptive UI to Work Type

• Error Free Work • Process Guidance

• More Work Throughput • One Click Automation

• Auto Tracking • Multi Tasking / Multi Roles (Notes / Compliance)

• Faster Training • Enforced or Flexible flows

• Right First Time Achievements • Uncluttered Desktop

23 RPA – Compliance Bot – Financial Services • Credit Card Fraud Notification – New fraud regulatory rules and customer notification rules drove requirements for additional checks and increased review

– Bots doing the work of over 300 workers per month • 52,000 Man saved hours per month • 15,000 transactions per day ‒ Auto dial customer ‒ Reduce ATM and Credit Card Limits ‒ Flag account ‒ Confirm charges genuine ‒ Reestablish account limits or forward to agent

24 RPA Productivity Bot – Insurance Police Reports

• The Savings – 6 FTE to 1 – 4.8 Man-Year Savings – 15,000 reports per day

25 RPA Customer Support Bot – Re-Issue Activation

• Reduced contacted Customer Support Call center by 7 FTE per month • 6667 transactions per month

26 Customer Review – Improvement Summary

Calculated Channel % Uplift Across Opportunity Name Priority Score Impacted All LoBs (Rank) Authentication Assistance (POC) All 4.3% 5.0 Unified Search (POC) All 2.9% 5.0 360 View App Bar (POC) All 2.6% 5.0 Auto-Notes (assume 2 notes) All 4.3% 4.7 Case Creation / Confirmation Prem+SB 0.7% 4.0 Transaction Search Wizard All 0.7% 3.7 Combining Profiles Wizard All 1.1% 3.7 Lexis-Nexis (VerID) Lookup All 0.4% 3.7 Balance Inquiry Click-to-Note (POC) All 0.5% 3.7 Transfer to Sales Accept / Decline Prem+SB 0.9% 3.7 Assisted Sign-On and Auto-Launch All 0.8% 3.7 Check Image Lookup All 0.2% 3.0 Click-to-Dial All 0.1% 3.0 Opportunities = $4.1M (20%) Annual Uplift

27 Build Your Library of Robotic Automations

• Write once • Deploy as RDA or RPA • Fully managed to scale • Deployable to thousands • Enhance UI with RDA too • Management console • Audit every step you want • Vigilant and tireless • Fit for RDA, RPA, Web service enablement • Robots to find places for other robots

28 WORKFORCE INTELLIGENCE Visibility into the invisible

Beyond analytics for People, Process and Technology Workforce Intelligence™ Big Data Application for Understanding People, Process and Technology

A day in the life view i of your workforce W Understand… where Time employees spend their time Intelligence

Application insights that ii impact production W Insights… into how they Application use their applications Intelligence

Cross application iii visibility into core W activities Visibility… into activities Activity that drive production work Intelligence

30 How Do You Fill the Void Today?

Observation • Time & Motion Studies • Over the Shoulder

Self-Reporting • Surveys & Tally Sheets • Notes & Dispositions • Improvement Forms

Other Technologies • Data Exports • Averages of transactions • Quality Monitoring • Queuing Applications

31 Can You Answer These Questions Today?

Do I have hidden capacity?

32 Production Time by Day

Production Time Score by Person

How are employees spending their time and how much time is spent on “Production” work?

34 Employee Focus – “Day in the Life”

8am 5pm

Non Work 25% Production % Work 45 55% Other Work 20% of an Employee’s time spent on Non-Production Activities

36 Can You Answer These Questions Today?

Do you have daily, weekly and monthly ADVICE on where to make improvements to People, Process and Technology?

37 Virtual Consultant = Intelligent Guidance Actionable Intelligence / Intelligent Guidance Into Your People Process and Technology

Optional slide

• Actionable insights across all Workforce Intelligence Levels • Autodetect target areas for process improvement • Quantify business value of improvement efforts

• Speed of Implementation • NO development required • Granular Data Collection technology with proven IP • Ease of Use • No Infrastructure / Admin Costs • Business Managed Solution

OpenSpan Workforce Intelligence™ 39 Workforce Intelligence™ Big Data Application for Understanding People, Process and Technology

Data Transformation Synthesize data, transform events into work categories, aggregate across analysis hierarchy

Data Collection Workforce Capture all time on the desktop, Intelligence employee daily schedule AND Deliver insights for managing your off-computer time people, processes and technology

40 Workforce Intelligence™ Big Data Application for Understanding People, Process and Technology

A day in the life view i of your workforce W Understand… where Time employees spend their time Intelligence

Application insights that ii impact production W Insights… into how they Application use their applications Intelligence

Cross application iii visibility into core W activities Visibility… into activities Activity that drive production work Intelligence

41 1. Introduction

2. Changing the future with Robotics

3. The role of Pega Robotics and Intelligence

4. Closing remarks and questions

42 It’s Agile & It’s Fast First Automation in Approximately Four Weeks PoC

Discovery Pilot Decision point

43 QUESTIONS