speed up business processes with intelligent robotic ... · sap best practices for sap intelligent...
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PUBLIC
Murali Shanmugham, SAP Technology AmbassadorAugust 2019
Speed Up Business Processes withIntelligent Robotic Process Automation
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Processes Today• Processes today are
complex.
• They are still too manual.
• This leads to inefficienciesor errors.
SAP solutions non-SAP products
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Basic RPA• Is a software bot which
removes manual steps maydrive efficiency.
• What happens when anapplication moves to thecloud or a system isupgraded?
!! ! !
SAP solutions non-SAP products
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Where RPA can bring value
Industry value
Accounts receivable | Accounts payable | General ledger
Banking• Customer Onboarding• Frauds claims
discovery
Insurance• Claims processing• New business
preparation
Health• Reports automation• System reconciliation
Finance & AccountingLine ofBusiness value
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What is SAP Intelligent RPA?
Unattended
Fully automated process, where robots areworking autonomously with humansupervision only
Robotic Process Automation (RPA) accelerates digital transformation of businessprocesses by automatically replicating tedious actions that have no added value.
Attended
Partially automated process, where robotsare co-working with humans, also calledRobotic Desktop Automation (RDA)
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SAP Intelligent RPA• SAP Intelligent RPA is
using native APIs.
• Digital Assistantinteractions are naturalwith Conversational AI.
• Digital Workersautomations get smarterwith Data Intelligenceand Machine Learning.
SAP solutions non-SAP products
HumanWorkerdoing onits own
DigitalAssistantto HumanWorker
DigitalWorker
for autonomousintelligence
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Challenges of classic RPA
Ø UI changes or systemupgrades?
Ø Maintenance effort?
Ø Bot stability?
Ø Scalability?
Ø Unstructured Information?
Ø Smart decisions?
Add IntelligenceØ Machine Learning (ML) and Artificial Intelligence (AI) automate and improve
processes using RPA technology
Ø Interactions are natural with Conversational AI.
Ø Go beyond UI: make bots robust by integrating APIs/metadata
Make automation intelligent to scale
Artificial Intelligence
Machine Learning
Deep Learning
Natural Language Processing
Translation Machine Vision
Speech to TextSpeech
Text to SpeechRobotics
Rule-based Reasoning
IntelligentEnterprise
Suite
IntelligentRobotic Process
Automation
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Intelligent Technologies for End-to-End Automation
Intelligent RPA Machine Learning (ML)
Chatbots to interface and hand-over to execution bot
Multiple bot workflows for execution(attended + unattended)
Self-learning bots with dynamicadaptability
Interact Execute Optimize
Performing tasks Learn from exceptions
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SAP Best Practices for SAP Intelligent Robotic Process Automation provides prebuilt contents for variouscore business processes in finance, procurement & Data Management area
The contents utilize the existing UI & API to obtain, process and enter data and information to automate thebusiness processes
Available scopes for S4HANA 1809 & S4HANA Cloud 1905
• Dispute Management – Email Notification to Customer• Dispute Management – Manage Customer Email Response• Manage Sales Order – Automated Upload Down Payments• Automated Upload of General Ledger Entries• Manage Payment Advice• Purchase Order Confirmations• Supplier Master Data Check• Simple Purchase Requisition Creation from Excel• Supplier Invoice Status Inquiry• Production Order Operation Confirmation• Mass Change of Names for Project Attributes• Generation of Physical Inventory Count List from a Single PI Document• Upload Physical Inventory Count List from a Single PI Document• Supplier Down Payment Request
Accelerate your process automations using prebuilt contents
https://rapid.sap.com/bp/#/browse/categories/sap_s%254hana/areas/cloud/packageversions/IRPA_S4HANA
Components
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Digital Worker – Unattended Bot
• Deployed on Server• Automate a whole process• Schedule-based or Trigger-based
Digital Assistant – Attended Bot
• Deployed on User Workstation• Automate a part process• Trigger by user
Digital Assistant – Digital Worker
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Main components of SAP Intelligent RPA
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Dedicated IDE for process automation
Specification and Development:• Application Capture• Editor• Workflow Designer
Test and Validation:• Local Debugger• Remote Debugger• Re-player
*Integrated Development Environment
Desktop StudioSuite of Tools for Process Automation Development
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Dedicated for Bot Management:
• Manage Hierarchies of Agents• Manage Environments• Manage Projects and Packages for
attended and unattended usage• Monitor Jobs
Cloud Factory
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Web App Modification
Start Application in• Full screen• Compact mode
All Applications kind• Training• Link to Knowledge base• Contextual Help• 360 View• Diagnosis Panel• Business Apps Quick Launch
Desktop Agent
Compound Page
Available tasks
Launch andactivate
Business Apps
Visual feedback onautomated tasks
Keep HumanInteraction forFinal Approval
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Desktop Studio
JS & ProjectCompiler Package
Compiled Project& Scenarios
Framework &Resources
UI elements forattended
Project
Project JS Code
ProjectResources
ApplicationDeclarations
Project Delivery
Cloud Factory
Configuration
Job Deliveryand Monitoring
Desktop AgentDesktop AgentDesktop Agent
Job
UI for attended
Desktop Agent
Packages
SDK
Plugins
CommonResources
Framework
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Demo
Solution ArchitectureSample Diagrams
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SAP Intelligent Robotics Process Automation – Attended mode
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SAP Intelligent Robotics Process Automation – Unattended mode
Customer Success Stories
Success Story: Hello Bank
Challenge
• Frequently launch new offers for online banking
• KYC process includes 7 checks in external systems, 5 data controls. Usuallyinvolves 17 data processing steps
• Took more than 20 minutes for customer onboarding
Solution
• Leverage SAP RPA to create attended bots that support agents
• Automated all the KYC control tasks and systematized the checks
• Integrated 12 applications to provide a single UI for the agent
Result• Increase in the effectiveness and the efficiency of the agents• Improvement of the customer account activation success rate• Fast integration of diverse technologies like 3270, Web, Windows client , without
touching the business applications
80% reductionon Average Handling time
200 attended botsDedicated workstations
6 WeeksTime To Market
https://contextor.eu/en/contextor-2/references/hellobank/
Success Story: Engie
Challenge
• Nearly 5000 agents receive customer calls to resolve invoice related queries
• Customer data resides in multiple systems and there are over 250 parameters whichneed to be assessed to perform a diagnosis
• Too long to resolve customer issues
Solution
• Leverage SAP RPA to create attended bots that support agents
• One contextual interface to provide a 360 degree view of the customer
• Bot provides a situational and contextual assessment after analysis the customer data
Result• Increase in the effectiveness and the efficiency of the agents• Improvement of the first call resolution rate• Significant reduction of the average handling time• Increase in the revenues
250 data pointsAccessed from various systems
90%First Call Resolution
12 WeeksTime To Market
https://contextor.eu/en/contextor-2/references/engie/
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Key take-aways of SAP Intelligent RPA
Questions
Murali Shanmugham: [email protected] Advisor, SAP Cloud Platform