Paul Taylor Senior Solution Architect - Capgemini Dr Marcus Esser BPS Global Automation Lead - Capgemini Robotic Process Automation (RPA) is currently a significant talking point and a lot is being written about its long-term impact on people, operations and customer experience. What is driving this discussion? An explosion in data volumes; intensified market competition; and the need for businesses to change and new ways of responding quickly to change and customer demand, whilst also maintaining stability in their core operations. Robotic Automation is a set of technologies that use software as a ‘virtual FTE’ to manipulate existing application software (e.g. ERPs and CRMs) in the same way that a person completes a process. This helps eliminate or reduce human intervention in the execution of tasks and decision making. Hear about automation case studies which use a variety of tools, leading edge technologies and delivery approaches.

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Presentation Title | Date
IT Automation:
Rise of the Process Robots
Paul Taylor
Senior Solution Architect- Capgemini
Dr Marcus Esser
BPS Global Automation Lead - Capgemini

2. Paul Taylor – Capgemini RPA
Solution Architect

3. 3Copyright © 2016 Capgemini and Sogeti. All Rights Reserved.
Rise of the Robots | 28-09-2016
Robotic Process Automation – The evolution of a technology
What are the Types of Robotic Automation?
Although Robotic Automation is a recently coined term, the
technology is an evolution from ‘screen scraping’. There’s an
emerging vendor landscape, each one of them providing a
different degree of sophistication and maturity, ranging from
‘rule-based robots’ to cognitive computing systems.
Robotic Process Automation software can be used to conduct repetitive mundane tasks,
make decisions and drive enterprise application systems in the same way as a human operator.
What is Robotic Process Automation?
 Robotic Process Automation (RPA) is a set of
technologies that uses software as a ‘virtual FTE’ to
complete a business process using existing application
software (e.g. ERP and CRM applications) in the same way
that a person completes the process. This helps eliminate
or reduce human intervention in the execution of tasks
and decision making.
 Key functionality:
– Non-intrusive business system integration, primarily
through the user interface.
– Data aggregation that presents consolidated view from
different back-end systems.
– Business rule execution based on defined logic or self-
learning.
– Work item and exception queuing to be processed by
a robot or human operator.
– Activity monitoring that captures and analyses data on
an adviser’s desktop application usage. Structured,
electronic
Unstructured,
patterned
Unstructured,
free form
Processing
Complexity
Low
High
Rules
based RA
Knowledge-
based RA
AI /
Cognitive
Input type
Screen
scraper

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Rise of the Robots | 28-09-2016
The Market
RPA Technology Providers Cognitive Automation
KEY PLAYERS IN UK’s RPA MARKET
KEY TRENDS IN UK’s RPA MARKET
Deloiite estimates 24%-30% of the 3.3 mn jobs in UK to
be automated over next few decades
KEY DRIVERS
1
RPA will most likely drive automation in back office
functions, given the cost pressures and rapid deployment
of robotics
Deloitte reports automation as a strategic priority for
shared services leaders and is likely to be in vogue
over the next 10 years
2
3
Demand for automation amongst shared services and
GBS leaders across Europe and UK. 56%+ jobs in UK’s
finance functions are yet to be automated
Greater cost saving achieved through RPA, compared
to off-shoring
Growing focus on improving productivity through
alternative means amid low margins and rising labor cost
resulting from National Living Wage
Increasing adoption of RPA in pockets of UK’s local
councils to tackle financial challenges and welfare reforms

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Rise of the Robots | 28-09-2016
Case study
Over the last three years, we have worked with a client and NICE systems to implement
RPA. Thus far, services have been introduced to support the creation of dashboards for
handling phone calls and a range of back office process automation solutions
We have established a central cross departmental Automation Delivery Centre (ADC) as a
centre of excellence to deliver robotic solutions to all the Business Directorates across
the Dept.
Other automation capabilities in the RPA space are being explored to enable the
Department to have a view on the technologies that move beyond the front office (which
is where the technology has been largely focused) into the back office work.
Following the success of the ADC and the value gained from automation deliveries to date
there is an appetite to rapidly accelerate the ADC and the use of Robotics.

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Rise of the Robots | 28-09-2016
Use Case 1: Attended Robotic Automation
A Government Department has c10,000 advisers working in 15 call centres dealing with customer queries about claims and
complaints. The volume of calls is cyclical, needing to bring 2,000 interim resources to cover peak business periods. The
service provided was suffering from low productivity, below target average handling time, and poor customer satisfaction. The
Department wanted a cost-effective solution to address these issues ahead of the next business peak period.
Overview
Previous situation Result with Robotics solution
 Advisers had to access several back office system screens to collect
client information, status of claim and determine suggested next steps
 Average handling time for claim queries was 7 minutes, including 2-3
minutes spent accessing the customer data to answer the query
 Inexperienced and interim advisers took even longer to deal with calls
and in some cases provided wrong information to customers
 The Automation Delivery Centre (ADC) implemented a robotic automation
solution in 6 weeks that collected customer data from back office systems
and presented in an easy-to-use dashboard when customers called
 Average handling time for claim queries was reduced to 5 minutes, with
robots presenting customer data in 20 seconds, compared to 2-3 minutes
 Customer satisfaction improved due to greater information accuracy and
speed of response
 Determine claim overall status (completed,
being processed, rejected)
 Check reason for claim status
 Inform customer of status reason and any
required actions
 Review and inform customer of claim
payment schedule
Steps enabled by robotic solution
 Determine claim status
 Check status reason
 Inform customer of status reason
 Inform customer of claim payment
schedule
 Make notes and wrap up call
 Authenticate caller (security questions) and
categorise call
 Authenticate caller (security questions) and
determine call type
 Make notes and wrap up call

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Rise of the Robots | 28-09-2016
Use Case 2: Unattended Robotic Automation
An organisation receives about 300,000 registration annual applications for a specific process from customers each year
through various channels. Operational teams processed these applications which required intensive manual validation and
data entry into several back office systems. Following a business review, the organisation wanted to reduce costs, shorting
processing time and improve data quality. To achieve this, they sought a quick and cost effective solution. Reengineering of
the legacy back office system wasn’t an option due to cost and its non-strategic nature.
Overview
Previous situation Result with Robotics solution
 Registration submissions come through various channels: online,
structured email and digital mail
 55 case workers were dedicated to handle customer registration
applications
 In some cases, application submissions were processed incorrectly
leading to rework , including updates to downstream systems and
apologies to customers
 The Automation Delivery Centre implemented a fully automated
automation solution in four months, over three releases
 The organisation retained 10 FTEs to handle business exceptions, about
15% of registration applications
 Robots validated submitted applications three times faster than human
operators. End to end processing reduced to three days.
 Data quality entry improved, minimising rework
Validate customer
application data
Register customer
and generate
reference number
Enter notes and
send confirmation
email
Validate customer
application data
Register customer
and generate
reference number
Enter notes and
send confirmation
email
Back office
operations team
Robotic
workforce
Exception
handling team

8. Dr. Marcus Esser
Capgemini Global Head of Technology Innovation
Integrated Automation Solution
by Capgemini Business Services

9. 9Copyright © 2016 Capgemini and Sogeti. All Rights Reserved.
Rise of the Robots | 28-09-2016
Capgemini Business Services Integrated Automation Solution in a nutshell
Since June 2015,
robots have
processed
approximately
3,000,000 work items
Approximately 50+
robots (machines on
which automation
scripts are ran) are
working in production
Currently
approximately
150+ artefacts
(automation
scripts) are
used in the
production
environment.
Synergic Ecosystem
with leading RPA and
Cloud providers
Excellent handling of remote /
Citrix based business
applications
Cloud
“button click”
deployment
Strong controls, real
time dashboards...
... and analytics

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Rise of the Robots | 28-09-2016
Capgemini Integrated Automation Solution: User Layer
Team Lead or
technical interface
Work Distribution
Robot
Work items
in batches
Upload Dispatch
Dispatch
Dispatch
Receive
Process Input
Work items inflow
representing the
beginning of the
multiple automated
processes
Work distribution
Load balancer
populates work
queues and prioritizes
e.g. based on SLAs.
Robots
The robots running
multiple artifacts, fetch
work items from the
queues and process
them
Robot
Robot
Output file
Output summary
Output file generated by robots once
work batch is completely processed,
comprising results and optional
exception information
Team Lead / Technical
Interface
Team lead can assign work
items to the robots like
additional team members (non
invasive to existing process).
Alternatively technical interface
fetches work items directly from
source

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Rise of the Robots | 28-09-2016
Six Step Automation Opportunity Process
The automation squad is made up of subject matter experts who conduct an on site
workshop to implement and stabilize the automation artifact in collaboration with local
business and technology experts.
The automation and engagement teams prepare run/production phase: training of staff,
streamlining configuration of user systems robotic workstations, development and
implementation of BCP plan etc.
Run phase starts – on site support team is at the end users’ disposal, implements
changes to the artifacts etc.
Business experts conduct a virtual end-to-end walk through of the process for the
program team members, challenges are identified, accuracy of approach definition and
benefit estimations is increased. Another go/no go assessment takes place.
Based on information from the opportunity Log, and the first analyses, a go/no go
assessment is taking place
Automation opportunities are identified, proposed and verified.1. Opportunity identification
2. First feasibility assessment
3. Virtual end-to-end walk
through
4. On site implementation,
stabilization, handover
5. On site support preparations
6. Start run/production phase

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Rise of the Robots | 28-09-2016
Simple comparison: Autonomous Robot (integrated solution) vs. Human Worker
 Very generic estimation under typical conditions
 Dedicated Automation benefit estimation framework in place (see example)
Crob / Chum = 3 * (7/5) * (52/45) * 2 9,7

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Rise of the Robots | 28-09-2016
Automation Definitions
A small application based on one or more Automation technologies that runs on a robot/robotic
workstation. It allows the robot to act similar to a human being and perform work in accordance
with a process requirements. One process can encompass one or more artifacts.
Automation Artifact
A robot or robotic workstation is a physical or virtual PC that has Automation technology and
solution software components installed on it. The robot runs one or more automation artifacts
consecutively but not simultaneously.
Robot
An Automation solution is a set of artifacts, robots and other technical components often referred
to as "central components". Automation technologies (e.g. UiPath / Celaton InStream) can be a
part of a solution as modules.
Automation Solution

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Rise of the Robots | 28-09-2016
Capgemini Integrated Automation Solution Overview
Reports & dashboards
Business relevant automation insight
(real time reporting) based on robots
logs.
Artefact deployment
Automated deployment of
approved artefacts to robots
from a central repository
Central Auditing Database
All activities of the robots are logged centrally at
appropriate granularity level
Artefact Control
Review and approval of new or changed
artefacts by certified experts for compliance and
security
Process specific automation artefacts based on RPA/Intelligent Automation technologies
Industry specific
processes
Client specific
processes
Information
Extraction
Desktop
Automation
Integrationlayerwith
centralcomponents
Technology
layer
Automationartefact
layer
Artefact 1 Artefact 2 Artefact N

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Rise of the Robots | 28-09-2016
Contact information
Insert
contact
picture
Insert
contact
picture
Paul Taylor
Senior Solution Architect
paul.g.taylor@capgemini.com
https:linkedin.com/in/paul-taylor-
5a31182
Marcus Esser
Global Innovation Lead
dr.marcus.esser@capgemini.com
https:de.linkedin.com/in/marcuses
ser/de