The Next Generation For RPA (Robotic Process Automation)
Torso of an unrecognizable IT manager activating the RPA application in the virtual gear transmission interface. … [+]
Robotic Process Automation (RPA) is a relatively simple technology. Keep in mind that the industry has only moved to cloud-based approaches in the last few years.
As a result, there are startups springing up to drive innovation. And you should keep an eye on Aisera. The company is the first AI-driven service experience solution that automates operations and support for IT, sales and customer service. Aisera is also supported by world class VCs and has strategic partners such as Amazon’s AWS, Microsoft, Google, ServiceNow and Salesforce.
The founder of this startup is Muddu Sudhakar, a veteran of Silicon Valley. He has held positions at EMC, VMware, Splunk and ServiceNow. He also has a PhD in computer science and holds more than 40 patents.
So what is the vision and strategy at Asera? Well I had the opportunity to interview Sudhakar:
Taull: What was the inspiration for the company?
Sudhakar: I founded Aisera to enable businesses in the IT, helpdesk, customer service and other service-oriented areas (including call centers) consumerization.
Enterprise users deserve better. You need advanced AI solutions that range from virtual assistants to collaboration tools – that help users automate business processes, tasks, and actions, which in turn increases self-service, but also improves productivity while reducing costs lowers.
It is now becoming increasingly important and obvious that businesses need to address advanced technologies like conversational RPA, especially during tough times like this pandemic. This technology is a must-have and will enable companies to future proof and scale as they transform their digital experiences and business continuity strategies.
Taull: What is Conversational RPA?
Sudhakar: A great way to think of this as a simple equation: AI + RPA = Conversational RPA. When you converge AI and RPA, you get Conversational RPA. AI provides a human-like dialogue interface for users who deliver similar consumer-like application experiences like those of Alexa, Whatsapp, Instagram and Snapchat. This simple, natural, human-like interface interacts and executes the tasks, tasks, IT workflows and business workflows. RPA is used to automate simple and complex workflows that are highly repetitive and typical of back office functions. Most of these shouldn’t require people to manage, monitor, or run them.
Conversational RPA’s self-learning capability lowers the barrier to user adoption and is useful for accelerating complex challenges such as cloud and application integrations, compliance, creating audit trails, and analyzing user experience that require complex workflows. Conversational RPA supports new workflows, existing workflows and offers a possibility to adapt workflows to the business requirements.
Taull: Examples of how customers use this? What were the results?
Sudhakar: Companies are currently using conversational RPA to improve their employee and customer experience by integrating AI and RPA to solve their business challenges. With Conversational RPA, customers are able to perform repetitive tasks such as the provision of software and applications (Microsoft Office, Salesforce, Zoom, Adobe), the automation of IT requests related to cybersecurity (antivirus, endpoint, phishing, credential harvesting ) and automate the procurement of software, hardware and services.
Our customers have achieved exceptionally good results in terms of improving user experience, employee productivity and reducing costs. Our customers achieve over 60% automatic resolutions and self-service for an improved experience, 70% more user productivity and average total cost savings of 80%.
Taull: What are the drivers for Conversational RPA?
Sudhakar: Right now the world is going through a massive pandemic that forces companies to work with remote workers. You need to focus on executing business continuity plans and figuring out how to scale support for users. Automation is a priority to provide a high level of service and support to the ever growing number of remote workers and consumers. And technologies like conversational RPA will be indispensable for this.
Tom (@ttaulli) is the author of Artificial Intelligence Basics: A Non-Technical Introduction and The Robotic Process Automation Handbook: A Guide to Implementing RPA Systems.