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TAME YOUR DATA MONSTER WITH INTELLIGENT DOCUMENT PROCESSING (IDP)

May 13, 2022 | 3 min read

A major challenge that businesses face in managing the digital landscape is the maintenance and storage of data. The amount of data each firm possesses has had tremendous and exponential growth in the last decade and that’s unlikely to change.

Some estimates have indicated that as much as 2.5 quintillion bytes of data is created each day. It is also estimated that between 60% and 73% of all data within an enterprise goes unused. The reasons vary, but in general, it boils down to volume, incomplete data, missing tools to be able to capture and analyze data, and lack of structure within the data. In addition to this, it’s estimated that employees spend more than 25% of their time searching for the right document and information they need to do their job. Wasting valuable time in the process.

This information overload also has other effects. As well as the loss in productivity, there’s also the loss of opportunities the knowledge from the data could provide, ultimately resulting in the loss of potential value creation. It can also generate data protection problems if left unhandled. For instance, the lack of control and overview of storing sensitive data. This is especially important in terms of GDPR and poses a major challenge for firms in handling their ever-growing mountain of data.

THE DATA STORAGE CHALLENGE

It’s clear that our ability to produce data is outstripping our ability to store it.
Today, many firms use less and less physical documents and instead use cloud services for storage. Cloud services provide many business-critical benefits, such as ease of use, backups, ease of collaboration, security and much more.

Operationally, this is the dream. However, it’s key that organizations have the necessary capabilities to harness the data, ensure its managed properly in the cloud but also be mindful of the environmental impact.

There are many initiatives in place to increase the energy efficiency of cloud storage, but the carbon footprint is still major. To keep the servers of the world cool, a massive amount of electricity is needed. It also generates a lot of electronic waste.

SO, WHAT CAN WE DO ABOUT THIS?

The answer is simple; by implementing a smart way to collect, analyze, sort, and cleanse our data.

By implementing intelligent automation technologies such as Robotic Process Automation (RPA) and Intelligent Document Processing (IDP), we can start to work our way through the mountain of data being created.

Using one of our partner platforms such as ABBYY, UiPath or Automation Anywhere, focusing on IDP, we can classify and extract documents of varying structures and export them in a structured manner that makes them easier to find, easier to work with and with less duplication. This is a key capability for successful Intelligent Automation scaling and a key enabler to addressing your full process scope.

REAL WORLD APPLICATIONS

All types of documents can be exported and stored in any location, and IDP can extract specific line-item data from tables as well as standard text to digitize a wide range of business operations.

Here is a snapshot of what IDP can achieve within your business:

TRANSFORMING DOCUMENTS INTO NEXT LEVEL VALUE

IDP provides a powerful force to turn unstructured data into structured data, to migrate data from one system to another, to index a large amount of unsorted data, and decrease the amount of unused information.

With an increase in efficiency in your day-to-day operations, increased searchability in data, increased order and maintenance of information, and the possibility to scale down on data use, IDP can deliver considerable return on investment in short timescales.

But possibly most importantly, this could save your employees a headache or two by making information easier to find. Happy employees are much more productive, creative, and engaged!

Whether your processes are on-premises or in the cloud, we can leverage our best practice IDP methodologies to tame your data monster and have a radical effect on productivity and efficiency.

Contact us today to find out more.

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TAME YOUR DATA MONSTER WITH INTELLIGENT DOCUMENT PROCESSING (IDP)

May 5, 2022 | 4 min read

As the world’s largest specialist Intelligent Automation company, the reason we’re able to stay at the cutting edge of the industry is a result of one thing – our people.

Not only do we invest in our Roboyo employees, but we also have a thriving internship program. Across all business units, our interns provide valuable support, offer a new perspective and in many cases become a permanent fixture on the Roboyo team.  

Here, Marketing Executive Rachel Meijer interviews Consultant Intern Imane Bouazzaoui to find out why she chose Roboyo and what knowledge and experience she’s gained from her time at Roboyo. 

Rachel: What was the main reason you decided to join Roboyo?

Imane: It wasn’t planned, that’s for sure! A few months after my graduation, I found an internship in a Spanish start-up and decided to move forward with it…until I met with Roboyo. 

One of Roboyo’s HR team contacted me on LinkedIn and seeing every interview as a learning or training opportunity I decided to give it a shot even though I had little knowledge about the Intelligent Automation field. As soon as I met the team and started talking about the role, that’s when the Roboyo magic happened. I immediately felt a sense of belonging with the people but also with the company values and culture. 

Rachel: As a young professional and graduate what are your career goals?

Imane: Having long-term career goals and objectives is important but I’d say that I’m a strong believer of: “Time will tell”. In my opinion, the key to success lays in being proactive, open to learning and to feedback but also in our ability to identify the right opportunities and seize them. Networking is also key to boosting your career and ensuring opportunity flows your way.  

For now, my short-term objectives are to broaden and expand my skill set while growing my network globally. Porte Gale, author of ‘Your network is your net worth’ says: “I believe that your social capital, or your ability to build a network of authentic personal and professional relationships, not your financial capital, is the most important asset in your portfolio.” I’d highly recommend this book to any networking enthusiastic. 

Rachel: Coming from a non-technical background, how did you manage to become an Intelligent Automation Consultant? 

Imane: That’s Roboyo’s magic! Coming from a management and marketing background with no knowledge of Intelligent Automation or RPA, the beginning was tough. But the fact that Roboyo gave me the opportunity purely based on my ability to learn and my openness to the Intelligent Automation field was a huge motivational boost.  

In an increasingly competitive marketplace where getting your foot in the door of the best consulting firms is getting harder and harder, I felt extremely grateful to be given the opportunity to learn, deep dive into the automation and RPA worlds and work with a solid portfolio of clients such as Roboyo’s.  

I quickly saw how Roboyans were great at nurturing best practices whilst constantly innovating and providing the latest learning resources for the industry (make sure you check out the Roboyo Academy).  

Roboyo is definitely a workplace promoting its employees’ development and evolution and thanks to that, I was able to get my UiPath RPA Business Analyst certification. 

Rachel: As a woman in tech just starting out in your career, what do you see are the industry’s limitations? 

Imane: As my fellow Robayans would say, the Sky is no longer the limit. My experience at Roboyo has showed how a tech company (in a traditionally male-dominated industry) can and should create a workplace where women thrive. Not only have I worked with the best women in the industry but it’s great to see Roboyo’s leadership actively sponsoring events such as European Women in Technology and supporting their female employees at all stages of their lives. 

In the wider world, I have noticed some stereotypes and misconceptions about the tech industry which contribute to gender disparity. Sometimes, those stereotypes and misconceptions are spread at very early stages in middle or high school for example. Women tend to be less exposed to or less encouraged to pursue careers in tech. On the other hand, a lack of female role models within tech fields is also reinforcing the perception that a career in tech isn’t for them.  

According to PwC, only 3% of women are considering a tech career as their first choice, 78% of students are not able to name a famous woman working in tech and only 16% of females have had a career in tech suggested to them (33% for men). This was shocking to me but not surprising.  

In my opinion, tech companies, industry leaders and educational systems must work together to break down barriers, build awareness, nurture talent in STEM (Science, technology, engineering, and mathematics), incorporate diversity and provide support for managers to lead change.  

Only by working together can we make this dream a reality!  

Rachel: Now you know more about the world of Intelligent Automation, would you recommend it as a solution to a future employer or even your own business? 

Imane: 6 months ago, I probably would have said No, or I don’t know. Working for Roboyo enabled me to take a deep dive into the Intelligent Automation world to discover technologies such as RPA and Artificial Intelligence (AI) but most importantly to understand how they can drive forward digital transformation.  

I’ve seen first-hand how RPA and other Intelligent Automation technologies are generating impressive ROI. If a company is asking ‘How do we save money and time?’ ‘How do we become more competitive?’ ‘How do we make our employees’ work life better?’ – I can now say that the answer to those questions is Intelligent Automation.  

I would therefore happily adopt Intelligent Automation in the future and to use Roboyo’s brand phrase ‘Take my company to the Next Level. Now’. In a constantly changing and fast paced world, RPA and AI are becoming key contributors to a company’s long-term success 

With its expertise and strong portfolio of partners such as UiPath, Bizagi, Cognigy etc., I’ve seen how Roboyo is delivering effective Next Level services and solutions for their customers, putting them head and shoulders above their competition. 

Rachel: What’s the next step in your career Imane? 

Imane: With my background being in Marketing, I’d like to purse that further so I’m about to start a master’s degree in Marketing (whilst keeping a keen eye on your Marketing department job vacancies in the future!!!).

Rachel: Imane, thank you for sharing your insights into your internship, it’s been great to have you on board the Roboyo ship these past few months. We wish you every success in your degree and future career.

If you want to take your career to the Next Level, we have the perfect role or internship for you. View our job vacancies and apply today! 

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THE FUTURE OF WORK IS SMART

Apr 22, 2022 | 3 min read

ROBOYO VOICES: As one of Roboyo’s Senior Automation Consultants, Marta Lobato provides Intelligent Automation expertise and advises business leaders and executives on ways to optimize business processes to enhance digital transformation. Here, Marta shares her wisdom on using automation to work smarter, not harder.

YES, AUTOMATION BRINGS CULTURAL CHANGE. BRING PEOPLE WITH YOU, AND CHANGE CAN BE POSITIVE

As a future-focused organization, you know you need people to work smarter, not harder.

You want employees to take on tasks that help deliver outcomes – not waste time on processes for processes’ sake.

That, of course, is why you’re interested in intelligent automation. By automating intelligently, you can move people away from mundane or process-driven tasks – and refocus on goals. After all, efficiency isn’t about getting more time out of people; it’s about time optimally spent.

But when process automation arrives, what happens to the culture of your organization? How do you maintain the best of the culture you’ve worked hard to instill – while managing the change you need?

If that’s something that concerns you or your co-workers, you’re not alone. Many companies hesitate to implement Intelligent Automation, because of concerns about cultural change.

But at Roboyo, we believe that Intelligent Automation isn’t intended to replace what makes your people unique.

Instead, when we embark on change management at organizations, we focus on what we call Human+. It’s a hybrid, human–digital approach which is fast becoming the future of work – and it’s about helping humans get the smart work done.

A HUMAN FOCUSED APPROACH TO CHANGE

At Roboyo we deal with machines, but we talk human.

So when we start working on an automation program – or scale it up – we ask people how they can work better if they could. After all, process automation isn’t about technologies; it’s about outcomes.

Questions to ask include:

Once we understand the answers to these questions, we can start discovering the benefits that Intelligent Automation can bring – not only in terms of outcomes such as sales or KPIs, but also in terms of empowering teams.

So yes, Intelligent Automation is about embedding a new culture in an organization – and yes, this requires change. But things work best when you bring people with you.

So what does a Human+ organization look like? It’s one where humans are doing smarter work, with more time for intellectual or high-value outputs – whether that’s kicking off projects, analyzing strategy, or building products and services.

It’s a world where people can play, be creative and improve – while digital co-workers do the essential but mundane tasks on which we all rely.

WHAT DOES THE FUTURE HOLD?

Using Intelligent Automation to work smarter, not harder, could even mean a chance to develop a working culture further over time.

Some organizations are experimenting with ideas such as the four-day working week, where employees work fewer hours for the same levels of pay. It’s an idea with potential but which, according to Harvard Business Review, has to be implemented effectively to work.

Arguably, it’s a formal expression of “smarter, not harder”. And if we’re getting the real work done, maybe we deserve our extra day off.

Less formally, working smarter could mean a move away from clock-watching or presenteeism, which benefits neither employee nor organization – while embedding a culture of respect for how human employees choose to manage their time.

Ultimately, though, none of this is possible without talking to people about their pain points and ideas – which is why, when implementing Intelligent Automation, managing change can only happen if you bring people along for the journey.

Find out more about Human+
Contact Roboyo to find out more about the future of work – and how Intelligent Automation can help deliver it.

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TAME YOUR DATA MONSTER WITH INTELLIGENT DOCUMENT PROCESSING (IDP)

Apr 11, 2022 | 2 min read

SPOTLIGHT: Conversational AI and Machine Learning Practice Lead Markus Benedikt is responsible for Roboyo’s Conversational AI offering. Here he shares his experience and shines a light on the limitless possibilities for our customers.

What is your role at Roboyo?

I have been helping companies with their digital automation for 15 years – mid-sized companies as well as large corporations. In the process, my team has worked with a variety of technologies: SAP, Java and most recently Robotic Process Automation (RPA) and Artificial Intelligence.

At Roboyo, I am responsible for one of our most exciting technologies – Conversational AI.

What is special about Roboyo?

Roboyo is the world’s largest specialist in Intelligent Automation solutions with locations across 18 cities, 12 countries and 3 continents.

Our consulting portfolio goes far beyond RPA and includes technologies such as Intelligent Document Processing (IDP), Process Mining, Machine Learning and as a newer and strategically extremely important focus Conversational AI.

How can Conversational AI help Roboyo’s customers?

We have been working for many of the DAX 40 and Fortune 500 companies for many years, helping to automate their processes.

Conversational AI now brings numerous new application possibilities for our customers. Especially in areas where little automation has been done so far – customer service, HR, sales for example. Conversational AI, be it via text or voice interaction, perfectly complements our RPA service offering.

We’ve recently sealed a partnership with leading Conversational AI provider Cognigy. How will this partnership benefit Roboyo’s customers?

There is a race for the smartest automation in many business areas and Roboyo and Cognigy offer the best platform and services for achieving this. We both offer first-class AI solutions that not only are globally successful but have been positively highlighted by analysts.

Our partnership means we can recommend a Next Level Conversational AI platform to our customers that covers all requirements for virtual assistants, is secure, easy to deploy, and scalable.

What do you think is the main reason why some companies still don’t use smart bots as a key technology?

I think for many companies this technology is still abstract and difficult to grasp. With RPA, the input, output, and function of the technology are clear and structured. Conversational AI automates the unstructured world and that has to be understood first.

Some people are not aware of how powerful modern Conversational AI systems already are today and the potential they offer. Often, failed pilot projects with rudimentary FAQ bots are the reason for a certain reluctance to launch new initiatives.

How do you see Conversational AI evolving in the next three years? 

In my view, Conversational AI will rapidly gain in importance in the coming years. The reasons for this are the great need for digitization solutions on the one hand and the rapid technological progress of Conversational AI on the other.

Companies that rely on the right technology now to support their processes will have a clear advantage in the future.

If you would like to know how Roboyo can elevate customer satisfaction and loyalty with AI-powered interactions, our experts can help take your enterprise to the Next Level. Now

Book a meeting today.

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TAME YOUR DATA MONSTER WITH INTELLIGENT DOCUMENT PROCESSING (IDP)

Apr 8, 2022 | 2 min read

As the world’s largest specialist Intelligent Automation company, the reason we’re able to stay at the cutting edge of the industry is a result of one thing – our people.

When I was a kid, back in the 80’s (yes, I’m that old!), we didn’t have PlayStations, XBOX, Nintendo Switch and all the stuff that kids have access to nowadays. We didn’t even know what the Internet was! The lucky ones had a ZX Spectrum, or a Commodore 64, where we loaded games from a cassette player. Then, after fifteen minutes of beeps and strange noises they usually turned out to be rubbish.

Some of us were curious about how games were created and started playing around with BASIC and tried to reproduce what we saw in commercial games. We learned how the IF-THEN structure worked, how to jump from one line of code to another, some graphics creation, and sometimes even music!

Then at school they tried to teach us programming with LOGO. This was a super simple language that allowed us to control a “turtle” (that didn’t resemble a turtle or any living animal, by the way) and make it move around the screen to create some sort of graphic pattern.

GATEWAY TO DEVELOPMENT

I don’t think many kids that tried LOGO thought “Wow, this is amazing, I want to earn a living programming with LOGO”.

I know a lot of kids who started programming in BASIC and did the jump to professional languages like C, Pascal and others. For them, this was the beginning of a successful career in software development.

THE AGE OF AUTOMATION

The World Economic Forum predicts that by 2025, 97 million new roles may emerge that are more adapted to the new division of labor between humans, machines and algorithms.

Therefore, it’s critical we equip the next generation with the skills required for a very different workplace future.

Cultivating children’s interests in STEM subjects and finding a way to make Automation accessible and attractive while they are still curious will help prepare them for an automated future.

I’m not saying that we need to force first-graders to get a UiPath or Blue Prism certification or sit them in front of screens 24/7. But showing them what can be achieved with some basic automation tools could be more challenging and thrilling than watching a “turtle” move around the screen at a snail’s pace or learning the difference between a short integer and a long integer.

As Whitney sang, ‘The Children are our Future’ and if we teach them well, they will lead the way. She couldn’t have been more right!

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As the world’s largest specialist Intelligent Automation company, the reason we’re able to stay at the cutting edge of the industry is a result of one thing – our people.

Since the turn of the century Software as a Service (SaaS) has grown exponentially and is now omnipresent within organizations looking to transform and future-proof their businesses. By 2026, the global SaaS market is expected to reach $374.48 billion by 2026, up from an estimated $240.61 billion in 2022.

In this ever-evolving world of Intelligent Automation, we are seeing similar growth patterns as modern Robotic Process Automation (RPA) solutions adopt more and more SaaS features. By becoming ‘SaaS-ified’, RPA allows clients to minimize their upfront investments into in-house physical and software set-up, while still reaping the benefits of RPA.

RPAaaS vs RPA SERVICES

To begin with, it’s important to explore the difference between RPA Services and RPA-as-a-service (RPAaaS). Even though the two terms might appear similar, there is a fundamental difference.

RPA Services implies exactly that: providing on-premise RPA Services which includes taking care of a company’s existing IT infrastructure and providing the relevant support services.

For some companies dealing with highly sensitive data or juggling complex industry regulations, an on-premise solution could be the best option. On-premise solutions are reliable, secure and allow companies to have full control. It also requires a skilled and experienced in-house IT team who can work alongside an RPA Service provider to manage the automation ecosystem.

However, for organizations looking to fully transition to a cloud-based infrastructure, or those where cost, and a lack of resource, is viewed as an obstacle, RPAaaS could be the answer to their prayers.

THE FUTURE’S CLOUDY

Thanks to its ‘cloudy’ nature, RPAaaS inherits a series of benefits from the SaaS field. By leveraging these, customers can start to reap substantial rewards from Day 1:

REDUCED COSTS – no in-house infrastructure or resources required and no need for upfront or recurring licensing costs.

FASTRACKED ROI – immediate performance impact.

SCALABILITY – by adding bot capacities.

FASTER DEPLOYMENT – due to fewer IT dependencies.

IMPROVED SECURITY – through implementing a multi-layered approach to security. All thanks to secure cloud operations, data management and role-based access management.

Choose a partner with care

Moving RPA solutions to the cloud brings many advantages, however as with any IT solution, there are some key points to consider. When comparing RPAaaS to on-prem RPA, cloud-based RPA does not automatically mean simpler licensing models. Each software module may be priced separately, combined with consumption, or outcome-based pricing.

Moreover, cloud environments also imply usage and maintenance costs, and as organizations employ more RPA solutions, so would the dedicated infrastructure and corresponding expenses increase. That is why it is important when choosing the right RPAaaS provider for your organization. Selecting one that complies with security and data privacy regulations is crucial as any potential data breaches, or server downtimes can become a severe pain point.

Immediate performance impact

At Roboyo we offer our own transparent and straightforward Plug & Play Automation concept that provides total visibility to customers from project planning through to implementation. We have also made hidden costs a thing of the past, with our straightforward pricing model. This consists of clear, pre-defined pricing packages for varying levels of processing complexity. Our Plug & Play solution also comes with an ROI guarantee, meaning zero costs until our bot(s) are in production and generating value.

Finally, Roboyo is a name you can trust. By working with proven technologies, we can deliver warp speed-to-value and frictionless innovation, removing the barriers that stand in the way of your organization harnessing the limitless possibilities of automation.

If you would like to know more about how Roboyo can take your RPA to the cloud, contact us to book a meeting.

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Mar 25, 2022 | 2 min read

As the world’s largest specialist Intelligent Automation company, the reason we’re able to stay at the cutting edge of the industry is a result of one thing – our people.

As business processes evolve and the technology for those processes becomes more intelligent, it’s no surprise that the need for testing is becoming ever more important.

Test Automation is a field that has grown significantly over recent years. However, a closer look at a typical Test Automation project usually reveals that testing is inefficient and cumbersome. Many automated tests are only used on a very temporary basis; business units and application teams use a wide variety of solutions; and the reuse rate across the entire company is considerably low.

From my own experience, I’ve found that many customers build huge portfolios of automated regression tests, most of which are redundant or no longer executable. No one in the company has any idea of the actual test coverage and every release becomes a blind flight.

For some customers, there is also the challenge of a wide variety of tools being introduced over the years creating unnecessary complexity in their digital ecosystem. Now, they’re having to focus on strategic consolidation to simplify the landscape – all of which costs valuable time and money.

In these cases, choosing a uniform platform can help utilize an employee’s time as ‘leanly’ as possible, freeing them up to focus on the more value-added tasks.

REUSE. RECYCLE. RPA.

Experience to date has shown that a uniform automation solution has a high potential for increasing efficiency. The very capabilities that made RPA so successful in process automation are also the starting point for using RPA tools in test automation.

As with many test tools, RPA tools can map real process chains across a wide range of programs. The big difference is that the modules used to automate testing can often be reused afterwards to automate real business processes – it’s a recycling dream. This makes both testing and automation much more cost-effective in the long-term.

It doesn’t stop there!

Consolidating testing and automation on a single platform also offers streamlining in adjacent areas. Instead of maintaining multiple tools, training staff on different skills, and developing similar test modules multiple times, all efforts are consolidated onto one platform where they are set up efficiently.

It’s clear that this seamless sharing of assets together with the desire for better data quality, a more efficient testing environment and a more attractive ROI shows that RPA is the logical future of Test Automation.

If you would like to know more about how Roboyo can take your Test Automation to the Next Level, contact us to book an introductory call.

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Mar 18, 2022 | 2 min read

As the world’s largest specialist Intelligent Automation company, the reason we’re able to stay at the cutting edge of the industry is a result of one thing – our people.

So, you’ve started your automation journey, that’s great! Your solutions are running seamlessly in production, and you were told to expect ROI in the first year of implementation. Your vision is playing out right in front of you. Until… it doesn’t!


As an RPA Developer, we understand that it’s not if your solution will break but a matter of when; it could be next month or in 5 years’ time. But eventually it will need updates or bug fixes. Do you have a plan of action for when that day occurs?

“If you fail to plan, you are planning to fail!”

Benjamin Franklin

It might be hundreds of years old, but Franklin was right. As a visionary, maybe he knew one day we’d be automating the world of work and he foresaw this as a key challenge for us mere mortals.


Often at the beginning of an automation journey, I see organizations underestimating the need for monitoring, support, and maintenance of intelligent automation solutions.


When looking at what causes an automation to break. This could be many things, but from my experience, it can be narrowed down to three common issues:

1. User interface changes
RPA has simplified the challenge of automating a user interface, but when changes occur, your solution will require an update as well.

2. Business requirements changing
Business requirements are fluid and RPA resources will be needed to keep up with requests. Any changes also need to be managed in the right way internally. As Harvard Business School’s Tim Stobierski says, “Without effective organizational change management, company transitions can be rocky and expensive in terms of both time and resources.”

3. Missed business requirements during analysis
Requirements gathering and analysis can be time consuming and tedious but what are the effects of poor process analysis? Missing business requirements or writing them off as wish list items can be costly.

For instance, imagine a requirement assessment, solution design, and development are all complete. The day before business acceptance testing, a new requirement is added to the project. The requirement is simple and doesn’t require much effort, but it doesn’t fit into the original design. The developer has 2 options; one, delay business testing and redesign the project considering the new requirement. Or two, create a patch job adding the new requirement even though it doesn’t quite fit into the original design.

Perhaps, it’s tempting to proceed with the second option and meet the deadline. But imagine the effects of this option for 5 or 10 new requirements. The code would be a mess! Six months later, not even the original Developer could provide quick bug fixes or maintenance for that process.

TAKE YOUR AUTOMATION TO THE NEXT LEVEL. AND KEEP IT THERE.

My advice is don’t underestimate the need for support and maintenance on your automation journey. From experience, it’s estimated that 30 to 50% of RPA processes will either fail to meet business needs or require some level of support in the first year. This is not a reflection of the technology itself or the quality of the automation solution, merely an insight to mitigate risk.

THE GIFT THAT KEEPS ON GIVING

Ultimately, establishing a reliable monitoring and support model for RPA solutions will be the best option to realize the returns that were expected.

Our automation engineers can proactively monitor and manage your automation ecosystem to ensure optimal performance. This frees you from the day-to-day and allows to you focus on the future.

Talk to us about how we can help you build an agile, high-performance managed digital workforce.

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TAME YOUR DATA MONSTER WITH INTELLIGENT DOCUMENT PROCESSING (IDP)

Mar 11, 2022 | 3 min read

As the world’s largest specialist Intelligent Automation company, the reason we’re able to stay at the cutting edge of the industry is a result of one thing – our people.

HUMAN+DIGITAL

A few decades ago, to think that we could control a robot was an incredible idea. Whilst some of us imagined the concept as a personal assistant bringing your favorite lunch or a coffee at the press of a button, as technology developed, it became so much more than that.


Would you believe me when I say it could be your new co-worker? Not sat next to you stealing your favorite pen but working from the Cloud.


With advances in technology, today this is a reality! Having permanent and ‘always on’ robots could be the solution to an organization’s productivity problem. The idea of ‘doing more with less’ is an extremely attractive proposition for companies looking to reduce costs and improve consistency and efficiency.

BRINGING ROBOTS TO LIFE

The key to success is creating an environment where robots and humans work together in harmony.


Research carried out by Harvard Business Review (HBR) involving 1,500 firms in a range of industries, shows that the biggest performance improvements come when humans and smart machines work together, enhancing each other’s strengths.


My job at Roboyo is to give life to those robots, as Geppetto gave life to Pinocchio. Whereas he had to use some type of wood with magical powers, I use UiPath specialized software. Whilst this might seem an odd analogy, there are some important similarities. For example, both need a lot of creativity and passion in what we do, otherwise we would have a sick robot that would need constant treatments and attention just as Pinocchio would have done.


So, what are the advantages to knowing that your new co-worker is a robot? Firstly, and possibly most importantly, they will not steal your favorite pen and you will not have to fight them for the last biscuit.


Secondly, because some robots have an incredibly special characteristic called ‘Schedule’ it allows you to automate your previously manually scheduled activities without you having to do a thing.


Thirdly, wherever you are in the world you’ll be able to receive a response, and the robot will process complex operations in a matter of seconds. And finally, if you’re not a fan of mathematics, your best ally has arrived. Robots love formulas!

THE RPA REVOLUTION

Robotic Process Automation (RPA) is internally composed of a code that stores and executes each task or activity that a human would perform on a daily basis.


For a developer like me, it’s important to have the gift of looking to the future. Part of my job is to anticipate the potential scenarios a user could face, solve it with the help of the robot and enable it to continue its activities. I find this the most exciting part of my work. Plus, as each robot is unique, we as developers are able to apply our personal stamp of authenticity.

TEAMWORK MAKES THE DREAM WORK

To get the best out of this pioneering technology, the benefit for businesses comes from optimizing collaboration between humans and Artificial Intelligence (AI). Harvard Business Review outlined five key principles which can help do this:

HBR found that the more of these principles’ companies adopted, the better their AI initiatives performed in terms of speed, cost savings, revenues, or other operational measures.

It’s all about teamwork – you will still need to help the robot perform certain tasks that only the intellect of a human brain can deal with, such as analyzing and decision making. You will always have control of the robot; they will not control you.

YOUR NEW BEST FRIEND

In the past few years, we’ve seen businesses accelerate their digital transformation as a result of the COVID-19 pandemic – robots were a lifeline for many companies. As the technology evolves and becomes even more intelligent, the fields of RPA, AI and Machine Learning are going from strength to strength. It’s a thing of marvel.

I’m often curious to know if at some point a robot could be your next best friend but for now a robot will settle for being the best work partner you’ve ever had!

Through our change management expertise, we unify stakeholders behind a clear automation vision, set a digital skills roadmap and embed a culture where a hybrid, human+digital workforce can flourish.

Talk to us today about how we can help you build an agile, high-performance human+ workforce.

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Marc Schneider, Cognigy

Roboyo’s Conversational AI Practice Lead Markus Benedikt sat down with Marc Schneider, VP Partner at Cognigy, to discuss the real world uses and advantages of the Cognigy platform for Roboyo customers.

Roboyo: IDC recognizes Cognigy as the world’s leading provider of Conversational AI – and your offering has been positioned by Gartner® as a Leader in the Magic Quadrant™ for Enterprise Conversational AI Platforms. You guys are growing at an incredible rate and Cognigy.AI is being used successfully by well-known players such as Daimler, Bosch, Henkel, Lufthansa, Salzburg AG, etc. What differentiates Cognigy from other bot providers?


Marc Schneider: Probably that we are not simply a bot provider. We offer a low-code conversational AI platform that enables companies to automate their customer and employee communications at all touchpoints: worldwide, and for all use cases. They can easily set up intelligent virtual agents that can conduct natural dialogues in over 100 languages, whether by phone, chat or message. In addition, we offer outstanding AI that understands written or spoken requests extremely well – and in a wide range, just as the customer expresses themselves. So, our international customers can easily scale to other countries and markets and answer recurring questions and concerns in an automated way.


Roboyo: Knowing what a customer or employee wants and being able to have natural dialogs with them is the basis for automating any process. How are these virtual agents networked in existing system landscapes?


Marc Schneider: An important point! For this we offer the Cognigy Extensions. This is an open integration framework with which any system can be easily integrated. This allows users to focus on the conversation design and the success of the automation. The networked bots have real-time access to knowledge about products, services and even customer history via the connection to CRM, HR solution etc. As a result, they can provide personalized information or actively do something for the customer. For example, it can change an address or an order quantity, cancel a booking, make a callback, and so on.


Roboyo: And here we come full circle to a new, extended form of automation. Whereas inputs and devices were previously required to start RPA processes, they can now also run in dialog with bots. Conversational AI is thus becoming an important part of automated business processes.


Marc Schneider: Absolutely right. To start an automated process, the user begins a dialog with a virtual agent. This can be by phone, chat or message. In the process, Cognigy collects all the information needed to have an adjacent task performed using RPA. If the user gives unclear answers, the virtual agent can ask if it understood everything correctly before transmitting the information to the RPA Bot. The RPA bot then starts the process and returns information to the user as needed.

A simple example from HR is the automated processing of a vacation request – a user starts the process by talking to their company’s virtual HR agent and telling them they want to submit a leave request. The rest is automated!

However, our customers are already implementing much more complex automations. In principle, there are no limits to creativity here. The important thing is to bring together an understanding of RPA, Conversational AI and the automation possibilities for the customer. And that is why the partnership between Cognigy and Roboyo is a real game changer for both our customers.


Roboyo: What else differentiates Cognigy from other Conversational AI providers?


Marc Schneider: From an IT perspective, the freedom to choose between software-as-a-service, i.e., a cloud solution, and operations on their own servers (“on-premises”). This is still an important criteria for many of our customers. When it comes to this and other enterprise capabilities, the market becomes very manageable. Cognigy.AI is also DSGVO / GDPR compliant and AIC4 audited. The AIC4 criteria catalog of the German Federal Office for Information Security (BSI) is the only globally recognized, relevant security standard for AI-based applications.

From the point of view of users in specialist departments – they can easily set up and adapt dialogs and processes of voice and chatbots with our graphical editor after a short introduction without IT background and any IT involvement. They can therefore concentrate on the optimal flow of automated communication and fine-tune the dialogs and bot related processes.

From a business perspective, with Cognigy Insights we offer a powerful analytics suite. Virtual assistants generate millions of data points every day. But leveraging this data remains a challenge for organizations. With Cognigy Insights, they can easily access and analyze conversational data to uncover actionable insights to optimize conversations and processes across their customer and employee services – fully integrated in the Cognigy platform. To use a Roboyo phrase, Next Level customer service, so to speak.


Roboyo: Right up our alley! What do you mean by this?


Marc Schneider: In the future, it will be primarily about optimizing the team performance of humans and virtual agents and achieving a new service experience. The virtual agent will increasingly be the first point of contact for customers 24/7. And then begins a chain of individual dialog steps in which the virtual agent answers recurring concerns, performs self-service or hands off to the contact center staff if necessary.

Our customers want to have a clear idea of what is happening along the way. They want to know how their customers are reacting and why, at every step of the dialog. So far, Conversational AI solutions have been able to identify an intent in the dialogue, and then measure in how many cases that intent was ultimately fulfilled. But we wanted to go further and clarify what exactly happens in between and how each step can be improved. That was always a black box before because analytics was decoupled. But we now collect data in our platform and analyze it there as well. We can use it to show quantitative KPIs like goals achieved, average conversation duration, ratings, number of handoffs to employees, or even messages understood in the dashboard. And zoom deep into the details.

One can thus optimize in real time or even introduce A/B tests in the process chain or dialog steps. A change in the process has a direct impact on the conversation – and thus on the customer’s satisfaction in the dialog. Collecting insights, generating knowledge, deriving optimization, and reading off successes thus become a transparent process chain.

And the analysis is not limited to voice and chatbots, but also supports all interactions after a handover to human agents. Even follow-up in third-party systems is possible. For example, a telco customer of ours automatically sold Internet upgrades via bots during the Covid-19 lockdown. In this case, it was possible to analyze the success of the dialog in the respective channel and look at what happens in the linked ordering system. Are there any unexpected cancellations there, for example? Or can other offers be linked to the Internet upgrade and what effect does that have? There are so many uses cases with added value.


Roboyo: Thank you for such an interesting conversation, Marc. Here at Roboyo, we are looking forward to working with you and together bringing Next Level Conversational AI to our clients.

If you’re looking to drive value with every customer touchpoint, our expert Automation Engineers can help.

Contact us to book an introductory call.

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