The Services Research Company
Digital Workforce for the Digital Enterprise
WebinarincollaborationwithBluePrismApril6,2017
TomReuner,SVP,[email protected]@tom_reuner #hfsresearch
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Overview§ Tom Reuner is Senior Vice President, Intelligent Automation and IT
Services at HfS. Tom is responsible for driving the HfS research agenda for Intelligent Automation and IT Services. Automation cuts across the whole gamut ranging from RPA to Autonomics to Cognitive Computing and Artificial Intelligence. This includes increasingly the intersections of unstructured data, Analytics, and Cognitive Automation while mobilizing the HfS analysts to research Intelligent Automation dynamics across specific industries and business functions. Furthermore, he is supporting HfS’ push to disrupt IT Services research by focusing on application services and testing. A central theme for all his research is the increasing linkages between technological evolution and evolution in the delivery of business processes.
PreviousExperience§ Tom’s deep understanding of the dynamics of this market comes from
having held senior positions with Gartner, Ovum and KPMG Consulting in the UK and with IDC in Germany where his responsibilities ranged from research and consulting to business development. He has always been involved in advising clients on the formulation of strategies, guiding them through methodologies and analytical data and working with clients to develop impactful and actionable insights. Tom is frequently quoted in the leading business and national press, appeared on TV and is a regular presenter at conferences.
Education§ TomhasaPhDinHistoryfromtheUniversityofGöttingen inGermany.
Tom Reuner, SVP, HfS Research
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HfS Research Has Been Writing About Intelligent Automation for 5+ Years
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Automation Really is in the Eye of the Beholder
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…and RPA is no Different
Other/Accessto
sourcingdecisions
CoreRPAcapabilities
Frontoffice
BPMERP
Productivitytools
RPApositioning
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Lessons and Insights from our RPA Research
DuopolyofAutomationAnywhereandBluePrism:Behindthetwomarketleaders,UiPathisgrowingstronglyandPega getsincreasinglyaddedtothemix.CongratulationtoalltheprovidersintheWinners’Circle!!
Itisabouttransformationstupid!Marketisshiftingtowardtransformationalprojectswithend-to-endperspective.Consultanciesandpure-playscomingtothefore.However,M&Alikelytoabsorbpure-plays
MovetowardCognitiveAutomationandAutomationEcosystems:Shiftfromearlynotionsofturn-keysolutionstowardbroadcognitivecapabilitiesandtheabilitytodemonstrateopenstandardsandecosystemsmindset
Datacurationiscritical:ApplyingCognitiveandmachinelearningsolutionstoIAandRPArequiresaccesstolargeamountsofrelevantdatatobuildreliablemodels
Warfortalent:AcutelackoftalentunderstandingtheimplicationsofRPAtechnologiesonprocesschainsandworkflows.Certificationsdouble-edgeswordastheymightaccelerateattrition
Smokeandmirrorsaddtoconfusion:TheconfusionaroundRPAvs.RDAsaswellasthelackofclarityastohowcodingandscriptingisneededfordeployments.Manyprojectsaresoldas”ManagedService„confoundingautomationproposition
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Endgame: Vertically infused data and insights?!
Insights,Data
VerticalProcesses
Verticallyinfusedinsightsanddata
BPaaS,BPOas-a-stack,Industryplatforms.
Machinelearning,Neuralnetworks,Enterprisesearch,ArtificialintelligenceAnalytics
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Our Panellists
DavidMossCTO
BluePrism
ColinRedbondProductManager&
TechnicalArchitectureLeadBluePrism
CommercialinConfidenceHfS Webinar4/6/2017CommercialInConfidence
blueprism.com
CommercialinConfidenceHfS Webinar4/6/2017
Ecosystem&IntelligentAutomation
CommercialinConfidenceHfS Webinar4/6/2017
EffectiveDigitalStrategies– TheConnectedEnterprise
Voice
Chat
Mobile
Web
Forms
DigitalStrategy
DiscoverAssessDigitize
AutomateIntegrate
BestofBreedPlatforms
CommercialinConfidenceHfS Webinar4/6/2017
EffectiveDigitalStrategies– TheConnectedEnterprise
Voice
Chat
Mobile
Web
Forms
DigitalStrategy
DiscoverAssessDigitize
AutomateIntegrate
BestofBreedPlatforms
OperationsTechnology
CommercialinConfidenceHfS Webinar4/6/2017
SelectingaPlatform- DeliveronFirstPrinciples
AnalyticsInfrastructure
EnablementExecution
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IndustrialisetheApproach
Resilience
Security
Scalability
Control
CommercialinConfidenceHfS Webinar4/6/2017
ScalableDeliveryFramework
RobustDesignMethodology
ProvenOperatingModels
BuildforScale
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ApplicationExtensions
TechnologyAlliances
PlatformPartners
Collaborateforacoherent,interoperableplatform
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PlatformfortheDigitalOperatingSystem
Voice
Chat
Mobile
Web
Forms
CommercialinConfidenceHfS Webinar4/6/2017CommercialInConfidence
blueprism.com
CommercialinConfidenceHfS Webinar4/6/2017
BuildingaTechnologyPartnerEcosystem
CommercialinConfidenceHfS Webinar4/6/2017
BuildingaTechnologyPartnerEcosystem
Foundation
Execution Enablement
Analytics
Platforms
Machine
Learning
SmartForms
OCR/ICR
Virtualization
Orchestration
PatternRecognitionDocument
Processing
IVR/TTS
NLG
NLP
SentimentAnalysis
ProcessMining
OCR/ICR
PatternAnalysis
Visualization
Monitoring
Development
Dashboards
HITL
Cloud
Chatbots
Translation
TechnologyAlliancesandPartnerships
DigitalWorkforce
HITL
CoreProductDevelopment
Collaborative
Content
TechnicalAlliances
StrategicPlatforms
“WorkswithBluePrism”
StrategicPlatforms
TechnologyAlliances
ElitePartner
PremierPartner
AssociatePartner
CommercialinConfidenceHfS Webinar4/6/2017
Cogito Routing
AutomatedCaseOpening,FormCompletion,Submission|EngagesHumansOnlyAsNeeded
Claimspackage
HumanvalidationUI
HumanVerificationNeeded
CaseDB
DBUI
Humanstohandlethecaseexception/complexcase
1
5
2
6
3
4
Automatedcompletion
Automatedoffer/reply
UseCase1– InsuranceCaseHandling(BluePrism+Cogito)
CommercialinConfidenceHfS Webinar4/6/2017
UseCase1– InsuranceCaseHandling(BluePrism+Cogito)
Portal
WS
Cloud
CATEGORIZEATTACHMENTS
Detectinvoices,diagnosis,accident
report,etc SPELLCHECK
Cogitocanembedaspellcheck
module tocorrecttypo andmisspelling
ACCEPT/REJECTANALYSIS
Takeadecision ormake anactionbased ontheextracted info
RECORDCLAIMANDCLOSE
Recordthedataentryinexisting
systems
EXTRACTDATA
Extract andTransform Data
fromEntrysystems
ANALYZEDATA
Understand andextract necessary
info,suchas vehicle,insured,ICD
injury code,etc
CATEGORIZEATTACHMENTS
Identify theLoBandroute
themessagesaccordingly
AutomatedCaseOpening,FormCompletion,Submission|EngagesHumansOnlyAsNeeded
CommercialinConfidenceHfS Webinar4/6/2017
UseCase2- EmailtoTicketBridge
1. EmailsreadinfromtaskID
8. Ticketcreatedorupdatedandassignedtocorrectresolvergroup
6.MailContentinnon-English
2. EmailcontentsentforCognitiveAssignment
4. Bestassignmentdestinationandticketattributesbasedonticketcontent
5. Proposedremediationtasksbasedonticketcontent
3.RemediationDataforSoftware+AccountKnowledgeBase
7.MailContenttranslatedtoEnglish
CanbeappliedtorunagainstContactus:
0. TicketDatausedforCognitiveLearningWhatisthe
communicationabout?Where
shoulditbesentforresolution?
ü Reducedtimetoresolverü Accurateassignmentü Inresolverslanguageü Enrichedwithresolutionhelpü Scaletomeetvolumesü Reducedmanualeffort
RelevantIBMWatsonAPIs:
NaturallanguageclassificationEntityextractionRetrieveandRankLanguageTranslation
Multi-LingualRoboticEmailProcessingFromIssueThroughIntelligentResolution
LanguageTranslation
KnowledgeBases
CommercialinConfidenceHfS Webinar4/6/2017
“WorkswithBluePrism”
StrategicPlatformsTechnologyAlliances
ElitePartner
PremierPartner
AssociatePartner
OurTechnicalAllianceProgramprovidespartnerswithaccesstoresources,technicaltoolsandopportunitiestopromotejoint
solutionsforcustomers
TheBluePrismTechnicalAllianceProgram
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Questions?
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About HfS ResearchHfS ResearchisTheServicesResearchCompany™—theleadinganalystauthorityandglobalcommunityforbusinessoperationsandITservices.Thefirmhelpsorganizationsvalidateandimprovetheirglobaloperationswithworld-classresearch,benchmarkingandpeernetworking. HfS Researchwasnamed"IndependentAnalystFirmoftheYearfor2016"bytheInstituteofIndustryAnalystRelationswhichvotedon170otherleadinganalysts.HfS ChiefAnalyst,PhilFersht,wasnamedAnalystoftheYearin2016forthethirdtime.
HfS coinedtheterms"TheAs-a-ServiceEconomy"and"OneOffice™",whichdescribeHfS Research'svisionforthefutureofglobaloperationsandtheimpactofcognitiveautomationanddigitaltechnologies.HfS' visioniscenteredoncreatingthedigitalcustomerexperienceandanintelligent,singleofficetoenableandsupportit.HfS’ coremissionisabouthelpingclientsachieveanintegratedsupportoperationthathasthedigitalprowesstoenableitsorganizationtomeetcustomerdemand- asandwhenthatdemandhappens.WithspecificpracticeareasfocusedontheDigitizationofbusinessprocessesandDesignThinking,IntelligentAutomationandOutsourcing,HfS analystsapplyindustryknowledgeinhealthcare,lifesciences,retail,manufacturing,energy,utilities,telecommunicationsandfinancialservicestoformarealviewpointofthefutureofbusinessoperations.
HfS facilitatesathrivinganddynamicglobalcommunitywhichcontributestoitsresearchandstagesseveralOneOffice™Summits eachyear,bringingtogetherseniorservicebuyers,advisors,providersandtechnologysuppliersinanintimateforumtodevelopcollectiverecommendationsfortheindustryandadddepthtothefirm’sresearchpublicationsandanalystofferings.
Nowinitstenthyearofpublication,HfS Research’sacclaimedblogHorsesforSources isthemostwidelyreadandtrusteddestinationforunfetteredcollectiveinsight,researchandopendebateaboutsourcingindustryissuesanddevelopments.
HfS wasnamedAnalystFirmoftheYearfor2016,alongsideGartnerandForrester,byleadinganalystobserverInfluencerRelations.