What You Need to Know About Robotics – Today

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Editor Coda
Jun 26, 2015

Since the beginning, shared services executives have worked to drive down cost in the existing operation, and give the value back to the organization ­– so the business can continue to grow, increase cash liquidity, improve processes and move forward.

When concepts like robotics come around, they can seem nebulous, a thing of the distant future – too far ahead to strategize about, implement, or envision as a destination for your organization on its shared services journey. 

But if we are to think about the sustainability of shared services, and the value that we need to add to the business every year, Robotics shifts from being fantasy and buzzwords to tools and opportunities – a critical component of our industry’s future success.

In fact, Robotics, in its essence, is the pinnacle of what we in shared services seek to do: increase efficiencies and streamline processes. Fewer FTE’s means more savings for the bottom line. It’s the evolution of the world we live in today.

Since our Global Business Services Summit last year in 2014, we at sharedserviceslink have been consistently hearing about robotics. It’s now mainstream, and on the radar of every shared services executive who’s looking for a greater opportunity to save for their business.

Most would say they’re starting to “dip their toes in it,” – perhaps their BPO has come and given a demo that’s opened their eyes to higher levels of Artificial Intelligence.

Still, the questions remain. How will robotics work with multiple ERP systems?  Which opportunities apply? What is the savings? And so on…

In order to help paint the picture, here’s some of what you need to know now, about robotics:

First, the difference between Robotics and Macros and Automation:

Macros and Automation

-          Sequence of code within a specific application software

-          Used to simplify or automate rule-based tasks

-          Programmed to follow a specific sequence within operations 

-          Task sequence cannot be changed, once coded

 

Advanced Robotics

-          A programmable machine that operates external application software through a standard user’s interface – not integrated into software

-          Can accumulate knowledge (AI)

-          Can manage highly complex processes

-          Programmed to follow business operations

-          Can perform several jobs at once

-          Ability to change sequence of operations

The promise and benefits of robotic process automation:

Radical reduction of operational costs by an estimated 60% (HP 2014)

24 hours, 7 days a week, it brings increased efficiency in the back office, while still being scalable and responding to business spikes appropriately

 Robotic FTE’s 1/3rd the cost of offshore FTE’s

Unprecedented 50% improvement in cycle times

100% accuracy in invoice creation

Expected to save 350-400 hours per month of processsing

Volume peaks managed without additional FTE’s

Rapid reconfiguration, managing new process demands

Fast timeline and speed to profit – Automate processes in weeks, achieve payback in months

Virtual environment – Back office work performed from any location, so a lower cost point than offshore

Improved audit process, enabling advanced business analytics

Improved compliance with industry and governmental regulations

Putting it into perspective…

Robotics Automation in action deliver (source, HP 2014):

-          Complex Client Invoicing capabilities

-          On a process to ensure invoices match to contracts in EMEA

-          The handling of invoice requests received via e-mail

-          Requests analyzed for SAP partner information

-          The verification of 30+ fields

-          The following of 21 country rule-sets

-          ~1 hour process time

The world before robotics looked like the following: Request received via email > agent analyzes the request > verifies the email, inputs with SAP > makes necessary correction if needed > proceeds to update SAP with the final information > creates the invoice and saves > repeats the activity 21 times > generates the final invoice

Post robotics: Request received via email > automated

Pre-robotics: Request received via email > agent analyzes the request > verifies the email, inputs with SAP > makes necessary correction if needed > proceeds to update SAP with the final information > creates the invoice and saves > repeats the activity 21 times > generates the final invoice

Of course…

What is missing with robotics is the judgment piece. Artificial intelligence will never be able to replace the communication skills or intelligence of a human.

The role of humans in our market and workforces of the future will potentially be in high-level roles that require complex and subjective decision-making and analytical skills, for high value added activities. Those Centers of Excellence will be even more important than ever before.

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