The old adage, “if it weren’t for the last minute, nothing would get done” may be a reality for organizations that wait too long to develop robotics and cognitive automation (R&CA) capabilities. Momentum is building as more companies use R&CA technologies to replicate human actions and judgment, thereby performing a wide and growing array of routine tasks. Should your organization get started today or wait for technologies to mature before making a major transformation?
Does a process need to be improved before migrating it to a new technology platform or operating model (fix-shift)? Or should the process be moved to the future environment and then fixed (shift-fix)? That choice, long debated in the business process outsourcing (BPO), offshoring, and shared services worlds, is now confronting decision-makers as they deploy robotics and cognitive automation (R&CA).
Robotics and cognitive automation (R&CA)-driven technologies are already working alongside humans in many settings, replicating their actions and judgment to perform routine tasks at lower cost. I believe R&CA is going to become a dominant business driver in just three short years, so companies should be setting their R&CA strategies now.
Do the numbers add up when it comes to implementing robotics and cognitive automation (R&CA) – technologies that replicate human actions and judgment? They appear to, judging from the growing number of mail order houses, telecom providers, retail banks and others that already have software robots working alongside contact center agents. For those companies, bots are performing many routine tasks, such as validations and cross-referencing, that humans would have to do otherwise.
Posted by Ryan Renner on March 31, 2017
Everyone’s talking robotic process automation and cognitive automation (R&CA) these days. Not surprisingly, there’s a lot of hype around those discussions—and many misconceptions. Let me take this opportunity to dispel some of the rumors.