Automating Self-Service Banking with Robotics & AI

Intracom Bulgaria S.A. | 36 Dragan Tzankov Blvd., Interpred WTC, Block A, Floor 9, 1040 Sofia, Bulgaria

t.: +359 2 8077777 | f: +359 2 8077788 | www.intracombg.com

Trends, Innovations and Expertise of Intracom Bulgaria for Financial Sector Solutions

Valeria Boyadzhieva

Head of Sales and Presales Departments

12.04.2018

AGENDA

▶ Intracom Bulgaria at Glance

▶ Omnichannel ChatBot Platform based on AI

▶ Automating Self-Service Banking with Robotics and AI (video)

▶ How does NICE Robotics Work?

▶ Happy customer story (video)

▶ Conclusion

▶ Our success projects in Financial Sector

▶ Our Partners’ Ecosystem

Intracom Bulgaria At a Glance

▶ Founded in 1995

▶ Subsidiary of Intracom Telecom (100%)

▶ Headquarter and warehouse with 40 employees

▶ Management Systems certified by an independent body:

Quality Management (ISO 9001:2008) System

Information Security Management (ISO 27001:2005) System

Service Management (ISO 20000-1:2011 ) System

▶ Complete technical infrastructure, incl. labs and vehicles

▶ Experienced projects managers and highly qualified engineers

3

Activities & Markets Served

4

Omnichannel ChatBot Platform based on AI (1)

Omnichannel ChatBot Platform based on AI (2)

Automating Self-Service Banking with Robotics and AI (video)

Monitor, report &

optimize

Real-time guidance or

complete automation

Make the right

decisions

Access data &

perform actions in

any system

IMPROVE

ACT

DECIDE

ACCESS

OPERATIONAL CHALLENGES ROBOTIC CAPABILITIES

Robotic Automation: What are its capabilities?

A Unique Combination of Both Attended & Unattended

‘Attended’ Real-Time Process Optimisation

‘Unattended’ Robotic Automation

• No human intervention needed

• High volume, repetitive processes

• Quality, predictability, scalability & speed

• Customer & employee satisfaction

• Can feed work to employees if desired

• Employee-assistance with guidance callouts & automation flows

• Decision support

• A ‘local’ robot helper

• Can also feed work to unattended ‘virtual workforce’ of robots

Collaboration

How NICE Robotics Work?

Working Without a Robot Helper…

Outlook E-mail

Product Systems

CRM Billing /

Statement

Case Tracking Systems

Intranet 3rd Party

Web-sites Central Print

Systems

Legacy Green

Screens

Citrix Systems

Word Documents

3rd Party Systems

Excel PDF

Documents

Access relevant information 1 Make the right

decisions 2 Take appropriate actions 3

Record outcomes, take notes, complete

communications 4 Learn and improve 5

Accessing multiple systems

Manual system integration

Re-keying of data

Performing repetitive & mundane actions

Possibility of errors & re-work

Loss of focus on important decisions

Long training period for new

colleagues

Significant process

knowledge required

Challenging desktop

environment

‘Attended’: Real-Time Process Optimization With A Robot Helper

Outlook E-mail

Product Systems

CRM Billing /

Statement

Case Tracking Systems

Intranet 3rd Party

Web-sites Central Print

Systems

Legacy Green

Screens

Citrix Systems

Word Documents

3rd Party Systems

Excel PDF

Documents

Access relevant information 1 Make the right

decisions 2 Take appropriate actions 3

Record outcomes, take notes, complete

communications 4 Learn and improve 5

Robot accesses multiple systems

Robot removes need for

‘manual’ system integration

Robot re-keys data

automatically

Robot performs repetitive & mundane actions

Robot removes possibility of

errors & re-work

Employee can focus on important decisions

Reduced training period for new

colleagues

Robot provides process guidance

Robot removes desktop

environment challenges

“I have a piece of work to

complete!”

“Perhaps I might be of

some assistance?”

Robots and Employees Working Together

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INCOMING WORK

Phone calls

Web channel

Scanned documents

Customer systems

3rd parties Referrals Others…

EMPLOYEES

Automation Hub Framework

Web

Serv

ices

Task is added to queue

Task Queue 2

3

4

5

1

Ro

bo

t Team

Ro

bo

t Team

Ro

bo

t Team

Transactions completed

NICE Automation Hub Framework

Web

Serv

ices

Work is added to

queue

Work Queue

The invoker robot

submits the work to the

NICE Automation Hub

Queue contains

all the tasks to be

automated

1

2

3

4

5

X Case

completed

Employee’s work is automated by the

robot on virtual desktops, emulating

what a user would do but 100%

accurate,

4-5x faster and 24/7

Ro

bo

t Team

#1

You can scale up a virtual workforce of robots

Ro

bo

t Team

#2

We handle specific

task types

We handle all

work types

Web-sites,

spreadsheets,

Outlook inboxes,

referrals, work

queues, customer

requests etc.

The invoker robot reads

the sources and creates

work items

Unattended Automation

Web-sites

3rd party, internal etc.

Outlook Inboxes

Inboxes and attachments

Work Queues

Referrals, customer work etc.

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Humans vs Robots: ‘Unattended’ Example #1

Case handle time

Working days per week

Working hours per day

ROBOTS

N/2 Minutes

7

12

1 ROBOT

EMPLOYEES

N Minutes

5

8

4.2 EMPLOYEES Conservative figures - Speed of working (2) * Working days (7/5) * Working hours per day (12/8) = 4.2

Humans vs Robots: ‘Unattended’ Example #2

Case handle time

Working days per week

Working hours per day

ROBOTS

N/6 Minutes

7

24

1 ROBOT

EMPLOYEES

N Minutes

5

8

25.2 EMPLOYEES Speed of working (6) * Working days (7/5) * Working hours per day (24/8) = 25.2

Insight Collect

A Data-Driven Approach: Visibility into Employees’ Desktops

?

System State: Active/Idle/Locked

?

App Usage: e.g. CRM, Billing, Web

?

Process: e.g. Update Address

?

Process Path: e.g. App A to App C

Analyze

Employee 1

Employee 2

Employee 3

Employee 4

Employee 5

Employee 6

Employee 7

Employee 8

Employee 9

Insight into where time is really spent,

business configured categories,

understand activities on the desktop, best

practices & identify outliers

Application Monitoring: Example Employee Productivity Report

Desktop Analytics Example: Uncovering Opportunities

View the different application employees

used to performed a process

Enables you to analyze the desktop activity of employees against defined

key performance indicators (KPIs). The report shows how common and

successful the paths are across the organization

You can learn which path was the

most quick & efficient or which path

was slow and requires attention

The Application Path Analysis is a key performance indicator (KPI)-based report that shows

the optimal order of application usage when performing a process.

• Light touch • Requires no changes to existing systems

• Simply install a small client on the desktop PC to help users in an ‘attended’ fashion

• Or also add virtual desktops for ‘unattended’ robots to work through cases on their own

• Connects to the front-end of systems as a user would, not the back-end

• Address many business challenges with a single solution • Avoid the need for ‘swivel-chair’ integration

• Drive better process compliance

• Reduce errors and re-work

• Improve efficiency

• Remove repetitive and mundane work

• Enable employees to focus on the interesting, value-add work

• Wide business case – not just solving a single issue once

• In-house business-as-usual capability • Knowledge transfer and enablement in addition to classroom training (5 day Designer course)

• Have the capability close to the operations

• Deliver new solutions in days, not months or years

• Built using re-usable components, so the solution can quickly adapt when underlying systems change (e.g. new CRM)

• A strategic solution that can also be tactical! Can start small…

Robotic Automation: Business-As-Usual Capability

• Is this mundane or repetitive work? • Is there a better use of the employee’s time than this activity?

• E.g. copy and paste into another system, writing up notes, procedural case work, …

• Is there a lot of this type of work? • The more employees doing the work, or the more instances of this work, the better - more benefits!

• Can the work be clearly defined? • Robots are good at repetitive work but they need rules to govern what they do.

• For an automation to work well, these rules must be defined. What are the exception cases?

• Is the data used available on the desktop? • Robots need to read the data digitally, so it needs to be available in fields on the screen.

• This can include systems, spreadsheets, e-mails, documents etc.

• There are options for using Optical Character Recognition (OCR) or scanning in documents.

• Don’t always think end-to-end processes… • Parts of a process can be a great starting point – implement ‘features’.

• Start with the simple cases – let people work the complex ones…

Identifying Good Candidates

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• Pick something high-impact, wide-scale but relatively simple • Consider having both attended and unattended capabilities to showcase the ‘art of the possible’

• Attended robots are very visible! • Momentum can be gained quickly due to the visibility

• Ideas come flooding in quickly: “if it can do this, can it also do that?”

• Much easier and more widespread acceptance from employees: “it’s helping me!”

• Unattended robots just get on with delivering benefits • Find a process where a large number of people perform the same repetitive task

• Supports a wider business case, as 1 robot typically does the work of 4 FTE (or more!)

• What is the next work peak coming up?

• What do the operations look like? People, locations, work mix? • Branches?

• Contact centers?

• Shared services?

• Back-office?

Where to Start?

Happy customer story (video)

Gartner Recommendations

ROI in Timelines by Gartner

Conclusion

We are here in order to face and accept together the big challenge of Digitalization, Automations and AI having the

following main targets in front of us:

• Improved productivity: Robots are four to five times as fast as the average employee and can work

around the clock, allowing more tasks to be executed at any given time.

• Higher employee satisfaction: Relieving employees of the tasks they don’t want to do leads to

happier workers.

• Better resource utilization: Employing a robotic workforce alongside the human workforce lets you

scale up activity quickly without having to recruit or train people.

• Increased customer satisfaction: Automation of routine processes eliminates the risk of human error

and significantly improves SLAs, resulting in happier customers.

• Fast ROI: With improved performance, better resources utilization and less time spent fixing errors,

you can realize a rapid return on your investment.

• Seamless Integration: Built-in integration, with other NICE and third party workplace applications,

gets your automation project rolling smoothly.

• Automate More Processes: with our advanced OCR capabilities, you can automate

processes from unstructured data sources, such as scanned documents.

International References in Financial Sector

INTERNATIONAL EXPERIENCE AND REFERENCES

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Major Partners

For more information, visit

www.intracombg.com

RPA Vendors Landscape

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Desktop App

Screen Elements

Standard UI Connectivity Controlled UI Connectivity Real-Time Client API /

MSMQ messaging

Real-Time

Integration

Layer

Desktop App

Hidden Fields

Desktop App Client

invokes real-time API

Data, Events

Databases Enterprise Web

Services

Front End / Desktop

Back End

Data

Images, PDFs,

Remote Apps

OCR

Connectivity Options – Desktop and Backend

• The majority of desktop applications are split into 9 technology families:

• Each connector conforms to one or more industry standards that represent the technology, or serves as the basis for it.

• NICE’s connectors work by analysing the application’s structure and hierarchy, using the specific screen objects within each application, and recognizing them by their properties, and not by their generic screen position.

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Standard UI Connectivity - General

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These connectors are updated by NICE, based on customer demand

Standard UI Connectivity - Brand Applications