Last year the analyst firm HfS Research published a cautionary article on Robotic Process Automation (RPA). They warned that the technology and outsourcing market was hyping RPA beyond what it could possibly achieve – the talk of RPA changing the world is all hype.
This should be qualified by the more nuanced comments published by HfS. They stated that the RPA boom has been hyped, but not the more general focus on business automation. So the blogs and business journals that keep on breathlessly saying that bots will transform companies need to examine just exactly what they are saying. RPA cannot exist without a wider transformation of how a company functions.
Companies today need real-time data that converges across business functions. You cannot have a marketing database that is not connected to data your customer service team is using. You cannot drive business value today without your business data being real-time and accessible from across the entire business.
The hype around bots is that all this is automatic; but if your company still relies on paper documents then how are the bots going to process that data? To create a truly automated organisation requires more thought and planning than just the deployment of a bot in the back-office.
As more processes are digitised, more value can be created. More insights can be found. More opportunities to set bots searching for trends are created. HfS has actually been saying this for a long time and they have a digital office solution called OneOffice that broadly defines how organisations need to plan operations – if they want to use the data flowing through the company.
The real message is that RPA itself is not hype. There are many excellent examples of RPA deployments that have achieved genuine efficiencies for the companies using it – including customers of IBA. However, the idea that RPA is a silver bullet that can automate your business processes, making your team super-efficient overnight, is certainly hype. RPA is just one part of a transformation to a digital business environment. It is one tool in a complete arsenal of change related to the way that data is used.
We need to see a convergence of data analytics, cognitive solutions, and RPA. Big Data is another term that is often tossed around with very little understanding, but it needs to be understood by leaders. Big Data and data convergence are not just referring to smarter ways of using data. We are talking about the complete digital transformation of organisations so that data becomes the most valuable asset.
Many people have been shocked to recently discover just how much data Facebook has on their personal likes, dislikes, and preferences. It shouldn’t be a surprise. Facebook has offered a free service for years in return for data. That data allows them to know their customers inside-out, creating advertising opportunities that the traditional advertising industry cannot match. Facebook has redefined how advertising works and major advertising companies are struggling to keep up.
Whatever your business, you need to think about how data flows from customers to you and how it moves inside the organisation. How can you leverage this knowledge to create new opportunities – even a new business? RPA is just one ingredient and can help to automate some processes, but thinking about RPA should really just be your first step towards a complete transformation of how you are using data in your company today.