“Humanator”
- The RISE of the Bionic worker - A smarter, faster and more accurate employee!
It’s
hard to miss the press around Robotic Process Automation (RPA) these days. Even
though it’s been around for many years, the idea of using software to automate
other software, through the UI, to emulate a desktop users work, is gaining
significant traction. Is this because so many other integration projects have
failed to live up to the promises of optimisation benefits or is it because the
economy is driving companies to cut human costs even faster? Who knows?
Anyway,
what it has achieved, is to draw everyone’s attention back to the human desktop
worker (in the Call Centre, Back Office, BPO) and just how much we pay them to
do work, on the computer, that in fact that computer could do all by itself!
Any end to end transactions that require no human discretion, you have to ask
why you still have humans doing them at all! Alas, it’s often because the cost
of doing so outweighs the cost of having the human doing it, or it’s been seen
as too hard to solve. However, there are still a significant number of process
steps that can be automated today. Any organization not looking at this
seriously, must question why their team likes to keep humans around doing this
work!
Let
me get to the real point of this blog - I’m introducing the world to Bionic
Automation - yes you heard that right - BIONICS. We all agree, until everything
is automated / digitized, we are still going to need plenty of humans doing the
work they do well. So, how can we apply the benefits of automation gained in
robotics, but delivered when a human is still involved? Simple - automate just
the time consuming / error prone steps in their processes. Choose the ones
first that require no human discretion and yet consume their time (and your cost)
to do it. This is what Desktop Automation is or what can perhaps be described
also as Bionic Automation.
Desktop
(Bionic) Automation is what OpenSpan has been selling for many years. Large
numbers of call centres and back offices in many of the worlds largest banks,
insurers, healthcare, telecoms, retail, digital enterprises use Desktop
Automation today to improve their employees performance. Hundreds of thousands
of call centre agents and back offices workers are already "Bionic"
in these organisations.
Imagine
a world, where your human call center agents and back office workers are all
working super efficiently, fast and without error. Delivering a fantastic
customer experience because they are not having to take time navigating across
multiple applications, searching, rekeying or calculating. Imagine how grateful
your customers would be if it takes half the time to take a payment, buy a
product, open an account or buy a new plan (and costing half as much to do the
same transactions!).
This
is what a Bionic workforce looks like. The same work will be done, but their
computer will do more of that work for them, using Desktop Automation. Finding
information for an upsell will be done in the blink of an eye and presented
back to the agent, making them look like superstars to the customer - who might
be used to hearing “hang on a minute whilst I look that up” or “can you give me
that account number again”. It goes without saying; there are many automations
that could be delivered to your desktop workers in just weeks, that start
turning your workforce into a Bionic workforce (smarter, faster and without
error).
OpenSpan
has been selling Robotic Process Automation for years and many customers glean
great FTE savings from it, one department, one process at a time. However,
Bionic Automation (Desktop Automation), delivers these same benefits,
iteratively, and across your ENTIRE workforce - immediately.
“Bionic
Automation” turns your employees into smarter, faster and error free human
workers. You’ll need less of them, or if you are an expanding company, you’ll
be able to take on more customers, across all divisions, whilst delivering the
most enviable customer experience.
