“Hyper Automation”, “Integrated Automation”, “Cognitive Automation” are the new Gen Z while RPA, DPA, Chatbots are now officially the Millennial of the automation generation.
Every odd year a new set of trends come to the fore which gets most in the industry hyped up about transformational changes to the world of Business Process Automation.
Every new trend or a collective of technologies aims to bring that missing piece of puzzle to drive up the success rate of Digital Transformation programs which by estimates by BCG* are at a low 30% success rate notwithstanding the innovation and capital being invested in the area
The same report identifies Outcomes, Modularised technology for plug and play and Persona centric approach to transformation as the primary drivers for success in a program
In my personal experience and opinion, DX though primarily being a business initiative ends up as a technology transformation effort and the transformation KPI get aligned with technology KPI while the Business KPI take secondary precedence.
Most often this is due to lack of synergies between the technology and business functions who are not able to arrive at a common set of goals which maximises the impact to business outcomes.
While modularised technology in the form of an API ecosystem is conveniently available due to the advent of cloud and services enabled software, DX is still structured around systems and tools within an organisation.
These programs suffer from dual disadvantages, one the technical and business debt accumulated in the system gets carried forward and two the DX outcomes get mapped to the system KRA which invariably are technology KPI. For e.g. 99% Availability, Milli-Second Response Time, Batch Window, Processing Time etc.
While these KPI are extremely important, DX is about Business Outcomes like reduction in process (Turn Around Time) TAT, Optimisation of AHT (Average Case Handling Time), Digital STP (Straight Trough Processing), FRT (First Response Time), NPS (Net Promoter Score), Conversion Funnel Velocity (FV) etc.
A Business Outcome centric platform which provides all the technology tools in a plug and play model for weaving workflows around personas be it a Customer, Agent, Partner, Employee etc targeted towards achieving a particular business outcome provide a credible alternative approach to transformation for organisations.
Business leaders are asking for this upfront and leaders who are undertaking DX programs are making their choices on basis of who are committing to business outcomes as the primary drivers for automation.
The trend is clear in this aspect because at the end of the day, Tools and Efforts don’t matter. Outcomes and Results do.
Reference * – Flipping the Odds of Digital Transformation Success | BCG
At AutomataPi, we are building tools for Outcome Driven Automation which enable organisations big and small to re-imagine their digital transformation approach.
We run automation for a public limited trading company delivering 60-70% STPs in Customer Service Resolution over the email channel
We reduced TAT from 7 days to less than 1 Hours for sales commission projection and calculation for a Travel and Hospitality Leader.
We run digital KYC verification and validation automation for a start-up in the education sector in seconds as compared to their previous TAT of 24 – 48 Hrs.
