Accelerating the Journey to real Digital Process Transformation (DPA)

N ovem ber 2018 | Francis Carden, VP, Robotics and Transform ation

The truth about RPA and getting to Scale

Disclaimer for this presentation

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Anything great was put together by me!

Any errors or mistakes or omissions were done by my robot!

• Cluttered desktop

– Long Task / call times– Frequent human error

– Complex and siloed

• Lack of API’s

– Closed for integration– Lower IT priority

• High Maintenance costs

– Major part of IT budgets– Changes are slow / never

What is RPA trying to solve?

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Many tasks remain manual – Desktop Users lost in a maze of applications

What does RPA not solve? – legacy

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RPA Hype Cycle… from business built myth to rusty robots!

The RPA market is not new

• 40+ pure play RPA vendors

• Most RPA projects are unattended only

• Many projects remain in pilot

• Low bot counts after 18 months

• Client count used to impresses analysts

• Lots of RPA partner “boutiques” (100’s)

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So, AFTER 13+ years of RPA – WHERE ARE THE BOTS – AT SCALE….?

• Results of two key surveys

What’s the difference between a hammer and a keyboard?

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Not a lot – both are used to perform MANUAL work

What’s the difference between a hammer and a nail gun?

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The nail gun becomes a personal robot?

The nail gun makes the human 20-100x faster

What if – every desktop worker was given a hammer?

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Or better still, give them all personal Robot? (RPA attended - RDA)

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The ”deep Robotics” difference

The secrets to achievingRPA @scale

up to 100x slower

up to 20x slower

Real time

Robotic Process Automation: Approaches

F o o t e r g o e s h e r e

RPA – Attended (RDA)

• A “PERSONAL ROBOT” on every desktop

• Personal robots for every employee – in real-time

• Automates 20-90% of work• Impacts large and small groups of tasks / processes

• Automates fully or partially documented processes

• Automation of rote with cognitive in real time

• Front Office, Back Office, operations, branch, CC• Robotic Console to manage Robots / workers

RPA – Unattended

• Robots in the server room (VM’s)

• One Robot per VM

• Automates 100% of work• Impacts smaller sub-groups / processes

• Best for fully documented processes

• Automation of entire end to end rote work

• Back office, operations, outsourcers• Robotic Console to manage server Robots

v Deployed to 10-100 Robots per enterprisev Deployed to 100-20,000 Robots per enterprise

RPA - @scale

rare - in yearsAgile RPA - @scale

in weeks

tech

bum

ps n

egat

ive

impa

ct o

n RO

I

Attempt to automate Human intelligence - impact on RPA success

Deeper collaboration of Humans, Attended and

unattended bots

Elimination of rote manual work

Automating tasks The danger zone and limits of RPA success

Tasks

Number of Applications

Documentation

Variation of Application UI

Application Paths

Application Customization

Hidden Legacy Code

Cognitive Decisions

Frequency of UI Changes

UI Complexity (Scrolling, Grids, Graphics, hidden fields)

Cognitive Variations

3rd party applications

RPA (unattended) on it’s own doesn’t scale

•one of the largest Robotic D esktop im plem entations in the w orld (35,000+ BO TS ); live since 2007Large Telco

•Partner im plem entation; used on transform ational journey. Robotic D esktop A utom ation. (6000 BO TS ).

Large Telco

•20,000 bots , tactically used w hilst ro lling out new system s to rep lace o ld . Retired Robots after 5 years!Major PC Manufacturer

• 130 Bots (130 FTE's do ing w ork of 280 FTE’) in 9 m onths• 18 m onths later, 1000’s BO TS, back officeLarge Bank Australia

1300 bots deployed, back office and front office (retail banking)Large Bank Australia

Card fraud bots replacing w ork of 250 FTE’s- live in 16 w eeks!Large Bank UK

20,000 bots live since 2012 – Front and and Back O fficeLarge Bank Global

RPA attended (and unattended) bots - @SCALE

Beyond scalefor the next generation

Real Automation and real AI

Chasing Digital Transformation…

Building a mobile app

Implementing a chatbot

Deploying a bunch of RPA bots

Opening an innovation lab

Designing an open workspace

“Every question I could possibly have I’m able to ask Einstein.”Mark Benioff, May 18, 2017

“It gives me the power to see around corners.”Tom Siebel, Jan 21, 2001

CRM on the cloud

Architecting microservices

… in a world of digital chaos

© 2 0 1 8 P e g a s y s t e m s In c . C O N F ID E N T IA L

Digital Process Automation (DPA)Getting to scale with RPA – and going beyond Robotics

Think “different” with:Digital Process Automation

“Digital Process Automation (DPA) is a big shift from Business Process Management (BPM) and is distinguished by its emphasis on low-code development, consumer-grade user experiences, and AI-based innovations.”

The Forrester Wave™: Digital Process Automation Software,

Q3 2017

OUTCOMES

“Taking an end-to-end view of the outcome…is better than applying a robotic Band-Aid to a particular pain point.”

Leverage robots to accelerate your end to end automation strategyModel Driven/ Part of Unified Platform

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OUTCOMES

“Taking an end-to-end view of the outcome…is better than applying a robotic Band-Aid to a particular pain point.”

Swap out robots for APIs as they become availableTrue “End to End” automationModel Driven/ Part of Unified Platform

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Real Automation

Legacy code – anyone remember what it looks like?

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LO-CODE – what it looks like today!

• No code, visual metaphor allowing business to define outcome

• Proven to deliver apps 20X faster than code

• Robots, AI and Humans work as one!

• Self-tuning software

• Self-documenting

Software that writes your software®Software that perfects your software.®Future-proof your technology

No-Code Demohttps://www1.pega.com/insights/resources/how-build-app-minutes-no-code

DPA is real-world – the Digital Transformation backbone

Customer Engagement

Digital Process Automation

D eepen relationships

Sell m ore

Increase retention

Stream line service

D eliver friction less experiences

A cquire custom ers

Engage proactive ly

Accelerate transform ation

A utom ate w ork across silos

O ptim ize w ith A I and Robotics

D eliver apps 8X faster than coding

Sim plify com pliance

JOURNEY-CENTRIC RAPID

DELIVERY

REALTIME, OMNI-CHANNEL AI

END-TO-END ROBOTIC

AUTOMATION

CLOUD CHOICE

SITUATIONAL LAYER CAKE

SOFTWARE THAT WRITES YOUR

SOFTWARE

Data About Customer

Best Actions

CustomerEvent

Patterns

Action & Offer Lifecycle

Management

Propensities, Scoring & Modeling

CustomerIdentification &

Matching

CustomerProfile & Journeys

CustomerInteraction

History

Customer Strategies &

RulesInformation Insight Action

Real-time, Omni-channel AIThe always-on customer brain

Bridging the Digital Gap with DPAReal-time, Omni-channel AI and End-to-end Robotic Automation

U nified inte lligence and autom ation

What is Pega?

• Open an account• Apply for a loan• Accept an offer• Submit a claim

• Enroll for a health care plan• Fly on an airplane

…chances are –

it’s Pega Infinity…

© 2 0 1 8 P e g a s y s t e m s In c . C O N F ID E N T IA L

Pega Infinity™

Connecting digital customer engagement to the digital process automation that makes it happen

© 2 0 1 8 P e g a s y s t e m s In c . C O N F ID E N T IA L

Engage without limits

Automate from end to end

BuildforChange®

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