From our experience of implementing RPA/ ITPA, rather than focusing on the immediate benefits of automation (productivity), we should look at it holistically. We have observed the following key benefits during the implementation of automation,

1. Process Definition: It allowed us to look at the process more closely and define workflows in a way that allowed optimum use of automation. Automation also brings out the process bottlenecks.

2. Insights & Analytics: Data analytics enables constant improvement of process.

3. Risk management: Automation frees the processes from human error and has the ability for instant ramp up and down which helps in better management of uncertainties and brings down risks to a more accepted level.

4. Better customer experience: Automation with cognitive and artificial intelligence provides organizations with better tools to analyze market insights and offer better products. Increased service quality with 100% accuracy rate due to high repeatability and zero fatigue, decreasing delivery time results in better customer experience.

5. Cost Savings: The reduced process time, lower error rate and process transformation results in cost savings. When one looks at the cost savings from automation, benefits accrued from the above 4 points should also be considered. If only replacement of workforce is considered, the benefits may be limited considering the license cost and support required to maintain it.

Some of the key aspects that has to being focus while embarking on implementing automation are:

1. Analyzing the benefits of bringing in Automation/ Digital work force: This brings focus on the Why question. Why are we embarking on this initiative? Is it for Cost benefits? Is it for easier 24X7 operations? This would also determine the automation tool and technique that would be used.

2. Defining the Digital workforce concept: This phase includes setting up a robust governance framework which enables SW Robots to work alongside normal workforce.

3. Identifying the candidate process: This phase involves piloting and getting the first few that would determine the rollout approach.

4. Rollout process: This phase would be the org-wide rollout across the identified process. At this juncture the workforce planning should also be revisited.

Future Prospects:

We view automation as an enabler which will free up individuals from the mundane part of their work and will give them freedom to innovate and perform better. It would also mean some re-skilling. Learning/training/ adapting becomes a continuous endeavor in automation.

Though Automation might cause a contraction in labor markets in near term in traditional software/business segments, newer areaslike Big Data Analysts, BOT development, Supervised and unsupervised training of bots, cybersecurity would open up which create demand for newer skills.

Model-based development is already used widely in automating the SW development phase (mainly in engineering). As automation moves ahead, entering into the world of Artificial intelligence, organizations will find new ways to use cognitive tools to make their job easier. AI aided automation would come aid in the build phase of SW development in a major way. Learning systems would be at the heart of SW from autonomous driving to expert systems aiding medical diagnosis.

In the coming years, the companies that will grow & dominate their industries will be those that systematically embrace automation and AI across their organizations.

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