Hats off to Barbara Hodge and SSON for two useful webinars yesterday on RPA.
I’ve been trying to ignore RPA for months – but clients, partners and colleagues keep bringing it up. My take was that RPA was a marketing-driven fad and not worth spending any time researching. It was surely just a mash up of a business rules engine with some case management and real-time analytics bundled in, to create something like a BPMS but with the agility of a ‘low code’ platform.
Anyway, after hearing recently of some serious RPA projects on the horizon, I was sufficiently intrigued to tune in yesterday. The Telefonica UK case study claims some very impressive ROI – not just in opex and capex but also in improved customer experience. RPA is now an established part of Telefonica’s improvement tool kit, alongside standard PI, Process Elimination and old school automation using a BPMS.
RPA has opened up new capabilities: