Automation
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Robotic Process Automation

Creating value-driven automation
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Efficiency through optimization

CXOs are often tasked with a two-pronged objective of driving cost optimization by enhancing business efficiency. This is something that can be achieved through digitization, by automating processes and reducing manual effort. 

A recent study conducted by Forrester predicts the robotic process automation (RPA) industry to grow from $250 million in 2016 to $2.9 billion in 2021. While most companies are opening up to automation, an analysis of what to automate, how to automate, how much to automate, while keeping value maximization in mind, is where HGS's expertise lies.

RPA is a non-invasive solution that uses a client's existing end-user interfaces and enterprise applications to automate processes in order to reduce agent effort and bring in process efficiency. This eventually leads to:

  • Better capacity handling
  • Faster processing
  • Better turnaround time
  • Reduced penalties and agent mistakes
  • Better compliance
  • Cost optimization

HGS Intelligent Automation is driven by three key components

People

We pride ourselves in attracting the best solution architects with strong digital backgrounds and domain-specific knowledge to attack the task at hand. We have a team comprised of black belts, technical architects, and data scientists to help derive the maximum benefits from automation.

Process

We design and deploy bots based on clients' individual requirements. This is backed by process reengineering, six sigma practices, domain know-how, and a deep expertise in business process managment. We bring together tools and process experts to help  reengineer the process and drive significant business efficiencies.

Technology

We work with the leading RPA platform providers across the globe. We focus on solutions rather than just the tools. We also build or bring in complimentary technology for hyper-customization of solutions.

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Application of RPA in Business Processes

Different approaches towards designing automation solutions

Fully automated

In this approach, there is an end-to-end process automation. There is no manual intervention with bots taking care of the entire process

Blended automation

Bots are deployed for the rule-based, repetitive tasks. There is some human intervention depending on the process requirements and risk implications

Reengineered for automation

Parts of the process will be automated with human intervention where required. This depends on the process and the desired result of automation

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What’s your brand of automation?

There are broadly two types of automations that aid businesses.

Front Office

  • Unified desktop 
    These are seen mainly in contact centers with customers calling for query resolution and agents addressing the queries. Automation helps agents to retrieve this information by procuring this information from siloed systems in a shorter duration. This reduces the average handling time of the call and allows the agent to focus the customer interaction, rather than information–seeking.
  • Agent-assist bots 
    When customers call the contact centers with queries, agents often struggle with finding answers quickly and efficiently. Bots can help them find the right answers quickly by carrying out the necessary steps and fetching the required details faster, while the call is going on.

Back Office

There are a lot of activities and transactions that are carried out at the backend, where there is constant information flow between systems. RPA helps to automate these repetitive or rule-based tasks, and thereby helps in improving the efficiency of processes with better accuracy and turnaround time.

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Delivering co-creation collaboration to support scale, reduce costs by up to 50% for a technology client

In 2017, an IT company was on the lookout for an outsourcing partner well-versed in robotic process automation. This organization was seeking to reduce shared services, increasing process efficiency, and at the same time, optimize costs. 

Intelligent automation-related services

HGS Digital provides end-to-end automation services.

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Automation strategy

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Business process reengineering

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Cognitive automation

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Interaction automation

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