Beyond RPA: Impact of AI for End- User Application & Device Support Sam Gross, Founder & CEO, ChoiceWORX
Definitions: RP RPA Au Autom omation on v vs. In Intel elligen ent Au Autom omation on RPA Automation - Smart software programmed to do high-volume, repeatable tasks …gives any work process that is definable, repeatable and rules-based the ability to map out a business process and assign a software robot to manage the execution of that process Designed to be a proxy for a human worker Intelligent Automation - Systems that Think, Systems that Learn, Systems that Adapt …ability to analyze vast amounts of dynamic and unstructured input and execute processes that are highly dynamic and non-rules based. Learning systems that are adaptive and can make adjustments optimized for a new situation 2 2 SIMPLIFYING THE INTELLIGENT AUTOMATION OF IT Confidential
Definitions: Fit for Purpose Fi se Platforms s vs. s. Ge General Purpose se So Software Software Platform Cost? Fit for Time? Purpose Expertise? Risk? General Purpose CONFIDENTIAL 3
Digital Disruption: Requires Legacy y IT Paradigms to Change Dramatically TRADITIONAL OPERATIONS DIGITAL OPERATIONS THE GAP PARADIGM PARADIGM IT as Integrator/Sourcing Specialist IT as Digital Enabler LABOR DYNAMICS Service Desk NOC/Ops Deskside BOTS, OMNI-Channel, DIGITAL L1 ARBITRAGE, SPECIALIZED, REPETITIVE First Cost Policy PROCESS Expedience Preference DYNAMICS SITUATIONAL, SELECTABLE, & COIN-SORTER FIFO STACK ALGORITHMIC FLOWS TOOLS DYNAMICS OPEN, API ENABLED, DIGITAL PLATFORM FUNCTION-BASED TOOLS/CONSOLES CONFIDENTIAL SIMPLIFYING THE INTELLIGENT AUTOMATION OF IT 4
Digital Disruption: Legacy Analog Support Processes Will Will NO NOT suppo upport t your ur Dig Digit ital al Trans ansforma matio tion Current State Journey 15 4 HUMAN Speed Min Hrs Effort: 15 Min – 4 Hrs. Expedience Effectiveness How it starts Digital data from device is Analog message from End- SME diagnoses the issue transformed into analog user is transformed into by asking question of the message by the End-user digital data by the call center End-user or initiating a and relayed to the call agent and entered into a case manual remote control center management system session on the device End-user Intelligent Automation Journey application or device fails and 30 5 generates MACHINE Speed Sec Min digital data on Effort: 30 Sec to 5 Min End-user device Expedience Effectiveness Digital fault data A BOT and AI in the cloud pinpoint the causal fault, from device is orchestrate remediation and validate an operational delivered directly to state . Symptomatic faults are ignored because the the AI Automation context of the application is fully evaluated Confidential SIMPLIFYING THE INTELLIGENT AUTOMATION OF IT 5
Digital Disruption: Impacts your IT Infrastructure At At the Same Time as Your Applications EXPERIENCE DIGITAL ENABLED & NEXUS OF ECONOMY TRANSFORMATION FORCES DRIVEN BY: ORIGIN DESTINATION INFRASTRUCTURE ITIL Bi-Modal Modern Service IMPACTS AND DATA ARTIFICIAL COBIT DevOps Lean IT Ad Hoc Management EVOLUTION CENTER INTELLIGENCE (AI) AUTOMATION BUSINESS Trigger-based, Rules-based, Flow-based, Robotic Processes, ▪ JCL PROCESS Stored Procedures Structured Workflows Policy enabled Natural Language ▪ Scheduling AUTOMATION ▪ Scripting ▪ Runbook TECHNOLOGY Robotic Process Cognitive Narrow AI Automation AUTOMATION Orchestration Automation Computing Self-learning PROGRESSION ▪ OEM Consoles Structured & DATA Big Data, Graph Data, Managed Master REPRESENTATION Unstructured Self-defining Data Management Adapted from HfS, CONTINUUM Gartner, IRPA FOUR INTERDEPENDENT PATHS OF EVOLUTION CONFIDENTIAL SIMPLIFYING THE INTELLIGENT AUTOMATION OF IT 6
Digital Disruption: Industrialize RPA with an AI platform Whe When n your ur RPA BOT Fails ails…… HOW W WI WILL LL IT GET ET FIXED? ED? What Failed? Web Server Web Server Network Application Application Application 1 Application 2 Server Server Database Database Server Server RPA BOT Browser / Client Software Browser / Client Software Operating Environment End-point Device Confidential SIMPLIFYING THE INTELLIGENT AUTOMATION OF IT 7
Digital Disruption: Industrialize RPA with an AI platform Pl Platforms for Mach chine learning, Cognitive computing, Mach chine reasoning, Sematic c analysis, De Deep learning & Na Natural language proce cessing are important to understand MACHINE LEARNING ─ identifies patterns within data sets and tries to make predictions based on existing data ─ Needs a large volume of data to learn and be able to find valuable information in patterns ─ Plausibility and correctness of results is important, it is usually possible to find something in large sets of data. ─ Not useful in situations where there’s no data, other than some initial conditions, and constraints COGNITIVE COMPUTING ─ Handles conceptual/symbolic data rather than just pure data or sensor streams ─ Computing that comprehends at an advanced level ─ Facilitates human intelligence ─ Humans are firmly in charge of decision making MACHINE REASONING ─ Generate conclusions from available knowledge by using logical techniques such as deduction and induction. ─ Reasoning systems interact with Semantic Graphs providing expressive power and predictive abilities ─ Algebraically manipulates previously acquired knowledge in order to answer a new question ─ Uses algorithms to replicate human actions and self-determines the Next Best Action CONFIDENTIAL SIMPLIFYING THE INTELLIGENT AUTOMATION OF IT 8
Digital Disruption: Boost Customer and Employee Satisfaction Re Reimagine Me Metri rics Whe When n Powered by y an AI Platform EMPOWERMENT ENRICHMENT EXPEDIENCE EFFICIENCY EFFECTIVENESS OBJECTIVE OBJECTIVE OBJECTIVE OBJECTIVE OBJECTIVE Reduce the number of Anticipate & supply Reduce the time to Reduce the total cost of Increase successful touches, redirects & guidance for next steps get what is wanted or operations or outcomes & process resupplies of information. & actions to success. required. ownership. consistency. MEASUREMENT MEASUREMENT MEASUREMENT MEASUREMENT MEASUREMENT Count total touches, Click-through percent Total time to complete Total cost/flow to Track satisfaction, redirects & restarts on recommendations the ask with active & complete by skill mix successful outcomes & per issue. & automation success. wait values & choice. process consistency. Traditional IT Service Level Measurements Have Become Obsolete Confidential SIMPLIFYING THE INTELLIGENT AUTOMATION OF IT 9
Digital Disruption: Ap Apptinuum Re Reimagine End-us user Applic pplicatio tion n Suppo upport t & De Devic vice Suppo upport Solve Recurring IT problems Before You're Even Aware of Them Proactive & Instantaneous Remediation and ChatBOT Powered End-user Support Improve Application Availability Complicated Scripting and Agents Boost End-user Are No Longer Necessary Experience AND Full Service Automation as a Service Reduce Cost Benefit from AI without Hiring or Re-skilling 10 SIMPLIFYING THE INTELLIGENT AUTOMATION OF IT Confidential
Digital Disruption: Ap Apptinuum and Intel vPro AMT Ex Extended function onality to o Rob obot otically En Enable an En End-po point Device across the he lif lifecy ecycle is cle is d deliv eliver ered ed t to t the ch e chip ip b by In Intel v el vPro A Act ctiv ive M e Man anag agem emen ent T Tech echnolo logy Provision Firmware Update Agent Presence Platforms equipped with Intel vPro AMT Break/Fix Manage can be managed remotely, Discovery Hardware regardless of Remote Command Event Manager whether they are powered up or whether they have a functioning OS Secure Remediate Fast Call for Help System Defense KVM CONFIDENTIAL SIMPLIFYING THE INTELLIGENT AUTOMATION OF IT 11
Enjoy Significant Labor Cost Red eduction … AN AND Boos oost En End-user er Exper erien ence Th The fir first specializ ialized SaaS aaS Automatio ion as as a a Servic vice pla latform co combining AI and Intel vPro Active Management Technology (A (AMT) T) for au automa mated ed End-use user Appl Applicati tion n and nd Device Suppo upport t CONFIDENTIAL SIMPLIFYING THE INTELLIGENT AUTOMATION OF IT 12
To To Thank you for joining Lear arn Beyond RPA: Impact of AI for End-User Application & Device Support Mor More Sam Gross Vis isit it 914-548-9865 OU OUR sam@choiceworx.com Exhib ibit it www.ChoiceWORX.com CONFIDENTIAL 13
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