There is an interesting discussion initiated by Peter Schooff @bpm.com
Are Bots the Second Coming of BPM? What do YOU think?
— Peter Schooff (@PSchooff) August 29, 2017
Bot adoption is definitely growing exponentially (if not on implementation in many places, in discussions for real). Sometimes it is a bit chaotic too – as everyone leverages the buzz words like bots, chatbots, ML, NLP, AI, RPA and many more to reach the nirvana state instantly in their enterprise. It’s a good thought – appreciate it, but not all enterprises need a bot for their specific business scenario and it is a journey. It is important to do a reality check if Bots is what you need or just automation.
Bots do complement the processes and provide some breathing space in scenarios like:
- Developing “Self-Healing processes“, where the system understands and learns to resolve an exception or issue (based on predictive Analytics and historical data)
- Chatbots – for enhancing customer experience and round the clock support
• Overcoming the mundane tasks of a customer on boarding process (monotonous & manual intensive)
- Contact Center applications – avoiding hand-offs, tabbing multiple applications and tedious data entry
- ..many more
Bot adoption in an enterprise is not a mandate, instead, it’s a trade-off between Customer Experience (if the business really needs it) vs Maintainability (with investment + supporting yet another set of robotic process). It should be adopted judiciously.
“Bots can be considered as a Segway for Business Processes. If the nuts & bolts of the Segway are set-perfectly-right complementing the Business Process riding it, it can help you cover a great distance swiftly – enriching the customer experience; else you never know where you will finally end up, it could even be the bumpy roads of the enterprise or customer sentiment dismantling it”
Happy Learning!! 🙂
What’s your take?? Any thoughts!