speed up business processes with intelligent robotic ... · sap best practices for sap intelligent...

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Murali Shanmugham, SAP Technology AmbassadorAugust 2019

Speed Up Business Processes withIntelligent Robotic Process Automation

2PUBLIC© 2019 SAP SE or an SAP affiliate company. All rights reserved. ǀ

Processes Today• Processes today are

complex.

• They are still too manual.

• This leads to inefficienciesor errors.

SAP solutions non-SAP products


Basic RPA• Is a software bot which

removes manual steps maydrive efficiency.

• What happens when anapplication moves to thecloud or a system isupgraded?

!! ! !



Where RPA can bring value

Industry value

Accounts receivable | Accounts payable | General ledger

Banking• Customer Onboarding• Frauds claims

discovery

Insurance• Claims processing• New business

preparation

Health• Reports automation• System reconciliation

Finance & AccountingLine ofBusiness value


What is SAP Intelligent RPA?

Unattended

Fully automated process, where robots areworking autonomously with humansupervision only

Robotic Process Automation (RPA) accelerates digital transformation of businessprocesses by automatically replicating tedious actions that have no added value.

Attended

Partially automated process, where robotsare co-working with humans, also calledRobotic Desktop Automation (RDA)


SAP Intelligent RPA• SAP Intelligent RPA is

using native APIs.

• Digital Assistantinteractions are naturalwith Conversational AI.

• Digital Workersautomations get smarterwith Data Intelligenceand Machine Learning.


HumanWorkerdoing onits own

DigitalAssistantto HumanWorker

DigitalWorker

for autonomousintelligence


Challenges of classic RPA

Ø UI changes or systemupgrades?

Ø Maintenance effort?

Ø Bot stability?

Ø Scalability?

Ø Unstructured Information?

Ø Smart decisions?

Add IntelligenceØ Machine Learning (ML) and Artificial Intelligence (AI) automate and improve

processes using RPA technology

Ø Interactions are natural with Conversational AI.

Ø Go beyond UI: make bots robust by integrating APIs/metadata

Make automation intelligent to scale

Artificial Intelligence

Machine Learning

Deep Learning

Natural Language Processing

Translation Machine Vision

Speech to TextSpeech

Text to SpeechRobotics

Rule-based Reasoning

IntelligentEnterprise

Suite

IntelligentRobotic Process

Automation


Intelligent Technologies for End-to-End Automation

Intelligent RPA Machine Learning (ML)

Chatbots to interface and hand-over to execution bot

Multiple bot workflows for execution(attended + unattended)

Self-learning bots with dynamicadaptability

Interact Execute Optimize

Performing tasks Learn from exceptions


SAP Best Practices for SAP Intelligent Robotic Process Automation provides prebuilt contents for variouscore business processes in finance, procurement & Data Management area

The contents utilize the existing UI & API to obtain, process and enter data and information to automate thebusiness processes

Available scopes for S4HANA 1809 & S4HANA Cloud 1905

• Dispute Management – Email Notification to Customer• Dispute Management – Manage Customer Email Response• Manage Sales Order – Automated Upload Down Payments• Automated Upload of General Ledger Entries• Manage Payment Advice• Purchase Order Confirmations• Supplier Master Data Check• Simple Purchase Requisition Creation from Excel• Supplier Invoice Status Inquiry• Production Order Operation Confirmation• Mass Change of Names for Project Attributes• Generation of Physical Inventory Count List from a Single PI Document• Upload Physical Inventory Count List from a Single PI Document• Supplier Down Payment Request

Accelerate your process automations using prebuilt contents

https://rapid.sap.com/bp/#/browse/categories/sap_s%254hana/areas/cloud/packageversions/IRPA_S4HANA

Components


Digital Worker – Unattended Bot

• Deployed on Server• Automate a whole process• Schedule-based or Trigger-based

Digital Assistant – Attended Bot

• Deployed on User Workstation• Automate a part process• Trigger by user

Digital Assistant – Digital Worker


Main components of SAP Intelligent RPA


Dedicated IDE for process automation

Specification and Development:• Application Capture• Editor• Workflow Designer

Test and Validation:• Local Debugger• Remote Debugger• Re-player

*Integrated Development Environment

Desktop StudioSuite of Tools for Process Automation Development


Dedicated for Bot Management:

• Manage Hierarchies of Agents• Manage Environments• Manage Projects and Packages for

attended and unattended usage• Monitor Jobs

Cloud Factory


Web App Modification

Start Application in• Full screen• Compact mode

All Applications kind• Training• Link to Knowledge base• Contextual Help• 360 View• Diagnosis Panel• Business Apps Quick Launch

Desktop Agent

Compound Page

Available tasks

Launch andactivate

Business Apps

Visual feedback onautomated tasks

Keep HumanInteraction forFinal Approval


Desktop Studio

JS & ProjectCompiler Package

Compiled Project& Scenarios

Framework &Resources

UI elements forattended

Project

Project JS Code

ProjectResources

ApplicationDeclarations

Project Delivery

Cloud Factory

Configuration

Job Deliveryand Monitoring

Desktop AgentDesktop AgentDesktop Agent

Job

UI for attended

Desktop Agent

Packages

SDK

Plugins

CommonResources

Framework


Demo

Solution ArchitectureSample Diagrams


SAP Intelligent Robotics Process Automation – Attended mode


SAP Intelligent Robotics Process Automation – Unattended mode

Customer Success Stories

Success Story: Hello Bank

Challenge

• Frequently launch new offers for online banking

• KYC process includes 7 checks in external systems, 5 data controls. Usuallyinvolves 17 data processing steps

• Took more than 20 minutes for customer onboarding

Solution

• Leverage SAP RPA to create attended bots that support agents

• Automated all the KYC control tasks and systematized the checks

• Integrated 12 applications to provide a single UI for the agent

Result• Increase in the effectiveness and the efficiency of the agents• Improvement of the customer account activation success rate• Fast integration of diverse technologies like 3270, Web, Windows client , without

touching the business applications

80% reductionon Average Handling time

200 attended botsDedicated workstations

6 WeeksTime To Market

https://contextor.eu/en/contextor-2/references/hellobank/

Success Story: Engie

Challenge

• Nearly 5000 agents receive customer calls to resolve invoice related queries

• Customer data resides in multiple systems and there are over 250 parameters whichneed to be assessed to perform a diagnosis

• Too long to resolve customer issues

Solution

• Leverage SAP RPA to create attended bots that support agents

• One contextual interface to provide a 360 degree view of the customer

• Bot provides a situational and contextual assessment after analysis the customer data

Result• Increase in the effectiveness and the efficiency of the agents• Improvement of the first call resolution rate• Significant reduction of the average handling time• Increase in the revenues

250 data pointsAccessed from various systems

90%First Call Resolution

12 WeeksTime To Market

https://contextor.eu/en/contextor-2/references/engie/


Key take-aways of SAP Intelligent RPA

Questions

Murali Shanmugham: [email protected] Advisor, SAP Cloud Platform

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