When considering how robotic process automation (RPA) will disrupt industry, the short answer is “it depends”, Harel Tayeb said. Mr. Tayeb is the CEO of Kryon, a provider of RPA solutions to sectors including hospitality, insurance and telcos. Kryon’s clients include Microsoft, Wyndham Hotel Group, Allianz, and AT&T.
RPA’s effects can vary because there are many different use cases where it can be applied in the typical company, Mr. Tayeb explained.
“Think of RPA as a virtual worker, a virtual machine that can execute any logical process in your organization.”
On interesting use is what Mr. Tayeb terms “attended automation”, auditing services that pop up when a human has made a mistake. The system can be programmed to teach the human the correct method or can simply correct it for them.
Hybrid automation helps people work much more efficiently, Mr. Tayeb explained, describing it as a combination of a computer version that acts like a human being and a deep dive into an API. Say a banker has a new customer requesting a loan. A bot can appear to gather information available online and make calculations while the banker speaks to the customer. That allows the human to communicate and create while the bot addresses the mundane and time consuming details.
In competitive times most companies are at least warming to technology but fear compatibility and disruption issues. With Kryon’s RPA services no integration is required and in the case of banking systems, the Kryon solution can be up and running in five days.
Mr. Tayeb said Kryon fills a major need in its clients’ industries because they address the final steps where legacy processes may have become too sophisticated. In such cases it is important to illustrate RPA’s value which in the end lies in breaking down very sophisticated processes.
“In the end they are super logical processes,” he said.
So take the time, break down different operations into their individual steps and look forward to savings of time and money while improving your CX.
Call centers are another area that can benefit from RPA, Mr. Tayeb explained. In some cases Kryon staff are placed in the call center to assist employees with adjusting to the new technology, while in others they can come for a few days to develop bots addressing situations that suddenly arise.
RPA is becoming more popular in business and the home, so employees should have an easier time getting used to the process Mr. Tayeb said. And as Alexa and her ilk become more common mental barriers will continue to erode.
When working with companies Mr. Tayeb said Kryon looks to identify logical processes employees have to frequently compete and then develop solutions to them that can be covered by RPA. As the library of processes grows, more companies will benefit, especially as more of the technology migrates to the cloud, a day Mr. Tayeb said is coming soon.
“Within a few years there will be much more demand,” Mr. Tayeb said.