siliconindia | | December 20188in my opinionBy Santosh Kotnis, EVP & CEO, FuturisimHeadquartered in Pune, Futurism is a Digital Transformation Partner specializing in Application Development & Maintenance, Infrastructure Management Services, Security Services, UI/UX, RPA, Blockchain, IoT, Data Analytics and many others.W ith increased adaptation of digital technologies, smart algorithms, BOTs and AI tools have made their way into the mainstream of organizations to help solving business challenges. Combining the power of AI and Analytics, the `intelligent automation' BOTs (or Robotic Process Automa-tion) are creating an interesting playground in Indian Ser-vices sector, which is largely a higher cost talent pool and traditionally been striving to reduce the costs. RPA is revolutionizing back office processes and dis-rupting the BPO industry by replacing repetitive tasks and promoting a virtual digital workforce. As an industry, BPOs are resonating with the higher expectations from the customer and limitations that labor arbitrage brings in and therefore constantly innovating newer ways to stay relevant to the customer's business, increase productivity, reduce costs and gain competitive advantage by finishing core operations quickly and accurately. RPA largely tries to address this business challenge by presenting an efficient and accurate alternative. This has enabled BPO industry to manage processes across global industries at much reduced price, perfectly balancing the digital and physical worlds. Different Use Cases of Intelligent AutomationA classic candidate for RPA use case would be one where there are fundamental characteristics like set of actions, which are consistent, with the same step being performed repeatedly; template driven operation, with data being entered into specific fields in a repetitive man-ner; and rules-based processes, to allow decision flows to alter dynamically.The use of RPA solutions is becoming increasingly common among mature BPOs allowing further innovation and progress. Some of the most commonly found use cases could be:· RPA shortens the long span of inefficiency that builds-up around enterprise applications and back office systems. Processes such as FAO (finance and accounting outsourc-ing), HR management, and procurement can be automated using RPA.· Smart Orchestration platforms intelligently analyze the nature of the call and available capacity before making the decision, if this should be redirected to a BOT or Hu-man Being, resulting in to considerable reduction in cost of operation. · Intelligent Voice Recognition BOTs are being used to an-alyze the quality of the conversation between a call center and the customer, and have ability to automatically escalate. This drastically improves the customer experience and on-time issue resolution. · Enterprises can also supercharge their automation ef-forts by injecting RPA with cognitive technologies such as ML, speech recognition, and natural language pro-INTELLIGENT AUTOMATION: HOW IT IS ENABLING BUSINESS MODEL SHIFT IN BPO INDUSTRY
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