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 ©2016 Pegasystems Inc. 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 Automation Case (88% faster) Enabling user readiness: Launch in Context, Customer 360 View, Alerts, Offers Streamline activity completion: Auto-notes Desktop Assistant Desktop Process Accelerators / Guidance: “Click and go” 8 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 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 ANALYTICS INSIGHT ANALYTICS 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...” INSIGHT ANALYTICS – 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 Automation (RDA) (Rapid ROI: Optimize Existing Desktop Workflows and Applications) Enabling user readiness: Launch in Context, Customer 360 View, Alerts, Offers Streamline activity completion: Auto-notes Desktop Assistant Desktop Process Accelerators / Guidance: “Click and go” 22 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 2006-2016 by OpenSpan, Inc. All rights reserved. 33 Can You Answer These Questions Today? 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 35 2006-2016 by OpenSpan, Inc. All rights reserved. 36 Can You Answer These Questions Today? Do you have daily, weekly