JULY 2019CIOAPPLICATIONSEUROPE.COM8IN MYOPINIONobotic Process Automation (RPA) is not just a buzzword anymore. It has well and truly moved beyond the fantastical domains (although many fancy associated terms are still being coined­often adding to the confusion). Small and big services organizations today are putting RPA to real use to speed up internal as well as customer facing processes­although not always at scale and that often leaves a lot to be desired and even held against RPA First the basics­what is RPA?In few words and to put it simply, RPA is about mimicking human activity (including screen navigation, mouse-clicks, editing/copying/pasting of text fields, selection of field values, etc.) by an embedded software (call it Robot) in order to complete the same activity. These human activities are usually purely rules-based and needs defining with a set of steps in order to design the robot workflow. RPA makes data and information processing on applications faster, improves quality and reduces human overhead in repetitive tasks.Naturally, it also comes with its own exception handling scheme, where incidence queues (cases or transactions which a Robot is unable to process) are managed in either of the two categories:- Cases requiring partial manual intervention due to a missing data/information and can be re-run by the Robot- Cases requiring full manual intervention due to data readability issues or previously unforeseen scenarios that has not been programmed into the Robotic workflowThe challenges of RPAThe fundamental block is often the lack of process documentation and SOPs, without which there will never be an eligible process to imitate in the first place (remember: a RHow to Get Most Out of Robotic Process Automation (RPA)JOYJIT GORAIN, OPERATIONAL PERFORMANCE MANAGEMENT, RPA (DESIGN, ARCHITECTURE & DEPLOYMENT), ZURICH INSURANCE COMPANY LTD.
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