“…you just can’t differentiate between a robot and the very best of humans.” Isaac Asimov, I, Robot
You bet it’s true! Robotic process automation (RPA) is the current reigning champion of simplifying structured data with the level of perfection and consistency comparable to the most efficient of humans.
The ideal landscape that stands as proof to RPA’s roaring success is the Global In-house Centre (GIC) — the integral lifelines of business process services (as well as IT, engineering services, and banking, nancial services and insurance) across geographies. GICs have transitioned at an exponential pace from starting out as cost centres of multinational organisations to expanding operations and spreading their roots firmly across multifunctional areas.
With the business landscape witnessing tectonic transitions at a furious pace, GICs have been accelerating exponentially to keep up with the complexity and speed of transition. A signi cant percentage of GIC’s activities are transactional in nature. Hence, automation was the keyword in their endeavours to simplify processes. However, many of these technologies required heavy investment and focus in terms of time to value realisation, resource allocation, and the need to disrupt existing IT systems.
With GICs looking for options to reduce spends but increase productivity and performance through ingenious means, these challenges were crippling their automation efforts. RPA arrived with a bang as a saviour in this scenario.
RPAs have been an intrinsic part of technology for many years, but sprung into limelight over the past few years. They are the perfect answers that overcome GIC’s challenges, given their incredible performance statistics:
Understandably, GICs, especially in the banking, nancial services and insurance industry, have found immense success with RPAs, with about 78 per cent of GICs either having implemented or actively planning implementation of RPAs in their organisations. The application scenario of RPAs is quite impressive — RPAs are fast becoming the face of customer service across many verticals, simulating human behaviour and characteristics while interacting, handling applications, validating data, and taking decisions for transactional operations. RPAs are also the technology of choice for activities managing structured data; for example, rule-based payroll management, faulty equipment analysis in maintenance, repair and operations (MRO), and routine HR information management.
GICs too are exclaiming, “The Robots Are Here!”, but with much more delight than many other sectors. The key is to get started with quick- paced incremental steps, ensuring buy-in across the organisation. RPAs are not yet the ultimate solution to all GIC problems, but it sure is a promising start!