By Alf Saggese, Chief Revenue Officer at TrustPortal
There isn’t an organisation on the planet that’s not seeking ways to deliver transformed digital services that lead to enhanced digital experiences for their customers. But the majority, whatever stage they're at on their digital transformation journey, are struggling to operate in this ‘digital experience economy'.
Traditional approaches to innovating often include replacing core systems or creating new, bespoke digital services, but are hampered by the complexity, cost, time and staff investment needed. Often, there’s simply not enough skilled staff to support and drive transformed digital services, not enough money to rip and replace old systems and practices and not enough time to transform before competitors with deeper pockets or less technical debt, gain advantage.
Over time, innovative technologies including RPA and intelligent automation have been attempting to do more for less: and liberate enterprises from the complexity and cost of digitising services, across legacy systems.
But organisations are still using intelligent automation in a piecemeal way: only automating parts or sub-tasks within a work process and mainly within back-office environments. They’re not digitising and automating entire end-to-end processes, across the front-office - to the back-office and across all channels: which is where real value can be gained.
So how can you start delivering transformed digitised services faster, easier, with less resources – and avoid missing huge opportunities?
Enter HyperAutomation, but not as you know it
This is where a new capability comes in: ‘advanced HyperAutomation’. Whatever you think about HyperAutomation: we’re advancing and proving its capabilties and purpose way beyond Gartner’s original definition.
For us, it's an agile, transformation layer operating on top of the oldest, most complex IT estates, while seamlessly integrating with, and augmenting, existing processes, core systems, channels and current ways of working.
We’re talking about HyperAutomation now enabling the intelligent real-time orchestration and augmentation of people, multiple vendor robots, digital technologies and AI, so they work together as unified, hyper-productive, super resources, at enterprise-scale.
It’s a new HyperAutomated way of working where each step within any end-to-end work process, of any complexity and business function, is precisely performed by the most appropriate combination of robotic and human workers - augmented by tools such as digital and AI – all within seconds.
The result is much simpler, more valuable, digital interactions and next best interactions that provide transformed services and experiences.
The potential for our HyperAutomated way of working throughout all private and public sector organisations is enormous. I’ve highlighted below those key roles within organisations that are seeking smarter ways of digitally transforming and automating services. So read on to avoid missed opportunities.
The c-suite
COOs, CIOs, CFOs and CTOs are all struggling to deliver digital transformation and innovation, due to the cost and complexity of existing legacy IT environments.
The good news is that HyperAutomation enables the high-speed, real-time, digitisation and automation of their front-office, back-office, and multi-channel operations. It enables this irrespective of the complexity of existing IT estates and at a fraction of the cost of traditional approaches.
HyperAutomation requires no coding or integration effort to augment ways of working across legacy and digital systems: regardless of their complexity. It also augments existing automation and other tech investments.
This means that ROI and ROV can be achieved in months not years – much faster, with less capital, resources and technological constraints than most believe is possible - and at 10% of the cost of traditional digitisation and automation approaches.
Another possible win of maximising the use of existing technologies, coupled with generating more efficient, highly productive ways of working, is it could potentially support the ‘E’ in the Environmental, Social, and Governance corporate agenda.
CX Directors and Heads of Innovation
Most CX Directors and Innovation Heads believe improving experience management is critical or especially important for their organisations. And that’s great, because our HyperAutomation capabilities enable frictionless, personalised and simplified digital service interactions, next best interactions, and experiences – in real-time, across all employee and customer touchpoints, at enterprise scale.
These capabilities are delivered to employees in real-time, via robot-guided, contextual, dialogues and interactions: from the front-office to the back-office – and across every channel including web, mobile, chatbots, voice recognition and more. The right information is instantly provided to agents, in the right UI, at the right time, given the task at hand. This makes each step: the “next simplest interaction” for agents: reducing their workloads and increasing productivity.
Customers can also easily self-serve via a single intuitive interface, across any channel, or even switch across multi-channels: guided by the same robots servicing agents.
Our HyperAutomation capabilities are already proven in organisations including Telefonica and others to swiftly deliver over 50% cost savings, 50% faster call completion times, 30% reduction in agent attrition: while achieving +5 Customer Services Index scores and more.
Heads of Automation
For Heads of Automation, achieving scale in automation is crucial by demonstrating that RPA and intelligent automation can underpin the acceleration of digital initiatives.
Our HyperAutomation makes multi-vendor robots, AI, digital technologies and people, work together, in real-time, much more productively: to deliver transformed end-to-end processes - from front-to back office and across all channels. Crucially, we’ve proven this at huge scale within Telefonica: where we’re easily handling 200,000 calls per day.
Our HyperAutomation platform also enables five leading RPA vendor tools to simply plug into it. This industry-first ‘bring your own robot’ capability allows the mixing and matching of multiple vendor robots to perform tasks within a work process – to fit within any environment or budget.
We also uniquely enable intelligent real-time orchestration of multiple robots/MiniBots, so they can be “sweated” to be more productive: unlocking further ROI from existing and further RPA investments. Our API & Task MiniBots also enable high-speed API connectivity to multiple digital systems: delivering further savings, processing speed and productivity.
Final thoughts
With every organisation, from the most digitally mature to the most legacy challenged, desperately seeking innovative ways of doing more with less, we believe that our version of HyperAutomation makes total sense. It’s about easily and swiftly creating new types of digitally transformed work that solves problems previously deemed impossible due to the limitations of time, cost, resources, and legacy tech.