robotic process drive automation efficiency & artificial ... · big data is big…. every thing...

From inspiration to transformation. Together. | 1

Drive

Efficiency

Robotic Process

Automation

& Artificial

Intelligence

Eric STIOUI

Solution Specialist Director

IT Summit - Brussels May 17


Data inflation

Big data is big….

Every thing on this earth is getting smarter and smarterand is recording data as every second goes by

But how big is it ?

Were talking about 800,000 Petabytes of data created every year


• 60 seconds to a minute

• 60 minutes to an hour….

• Megasecond: 11 days

• Gigasecond: 32 years

• Terasecond: 32 000 years (think entire written history of mankind)

• Petasecond….(think far before the “Big Bang”)

Beyond imagination


… and it generates tons of data

Your smartphone is more powerful than all of NASA’s combined computing in 1969…


Emotions influence what we remember, how we evaluate encounters, and how we decide

Big data and new behaviors influence customer

experience


Proliferation of channels and devices

Growing customer expectations

Customer service representatives handle 6 desktop applications in a single

interaction with customer

Customers expect personalized interactions and 1stcontact

resolution, organizations require revenue growth and profitability

80% of employee hours are spent on dull tasks

Mundane repetitive but mandatory tasks

Source: Gartner

Service level expectations are rising…… but budgets are tightening


predictions pertaining to digital business

Robots are taking a major role

IT budget is shared

By 2025, 3 out of 10 jobs will be converted to

software, robots or smart machines

38% of total IT spending is outside of IT

department, and by end 2017, it will be over 50%.

By 2020, 85% of customer interactions would

be managed without a human

From life agent to automation

global knowledge workers

could be impacted

by RPA by 2025

100

million


Low Medium High

Low

Me

diu

mH

igh

Speed & predictability of execution

Pro

cess c

ontinuity

Source: Deloitte Analysis

IT

Transformation

BPMS

Outsourcing

RPA

Robotic Process Automation vs. traditional process transformation approaches


Application

infrastructureUser

Application 1

Human User Interface

Application 2

Human User Interface

Network layerIT security

User role

identificationDomain system

Application

integration

Application

Automation

Employees and robots efficiently collaborate


An intelligent agent that helps

to create value for little effort

It can take the nuances of

customers’ needs and do all

the hard work in the background

It greatly decreases friction

between your services and

customers

Chatbot

Initiate your robotic transformation providing a teamof virtual workers: Chatbot as an example, what is it?


Robotic Process Automation

Cognitive technologies

Cognitive automation

Rules

engine

Screen

scrapingWork Flow

+ +

Processing of unstructured

data and base knowledge+

Self-adaptive Natural language Big Data

analytics

+ +

Machine

learningLarge-scale

processing

Artificial

intelligence

+ ++

Orange value proposition

1

2

3An evolving automation framework


Cost per transaction reduced from

$4 to $1.5 (SGD)investments payback in less than

5 months

A Singaporean subsidiary of a large French group

Some results and benefits


in six months since the launch, customer care

automation raised from

0% to 96% resolution time via chat has dropped from

16 min to 2 min

A Latin American Airline

Some results and benefits


Thank you

DISCLAIMER

Any use, republication or redistribution of this content is

expressly prohibited without the prior written consent of the

Author. Permission to copy and reproduce content may be

granted by the author, at their discretion, and by request

only.

Source: presentation of Eric Stioui, Orange Business

Services at the 2017 SITA Air Transport IT Summit,

Brussels.

2017 Air Transport IT Summit

robotic process drive automation efficiency & artificial ... · big data is big…. every thing...

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