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0 CONFIDENTIAL AND PROPRIETARY I © 2016 Gartner, Inc. and/or its affiliates. All rights reserved.
Robotic Process Automation (RPA):
From Hype to Reality
Frances Karamouzis
Vice President, Distinguished Analyst
Cheaper
Better
Labor-based
Intellectual Property-driven
3 © 2016 Gartner, Inc. and/or its affiliates. All rights reserved.
Arbitrage Journey
Labor Arbitrage Automation Arbitrage
Cheaper Cheaper
Better
Faster Faster
Better Cheaper
Better
Process Arbitrage
Faster Standardization
Predictability
Labor Arbitrage Scalability
Cheaper
Opt-In Automation
Do This Task for Me
Selective Immediate
Workflow Savings
Selective
Task (Task-Specific
Elements Within
Level
a Process)
Reimagined
Process
CHATBOTS
Process
Level Virtual Personal
Assistants
Virtual
Customer
Incremental (VPA) Assistants
Process Change (VCA)
Business
Enablement /
Process
Orchestration
Selective
Workflow
Selective IT Process
Task (Task-Specific Enablement /
Elements Within Infrastructure
Level Gateway Technologies Operations:
a Process) Surface Tools
IT Process
Robotic Process Automation
Automation
Reimagined
Process
Process VPA VCA
Level Speaktoit, x.ai, Nuance,
Incremental Apple Siri,
Amazon Echo,
Openstream,
Creative Virtual,
Process Change Wit.ai Next IT, Artificial
Solutions, eGain
WorkFusion
Cognitive
Worksoft
Scale
Infosys
MANA
Selective Wipro
HOLMES
Workflow
Selective
Task (Task-Specific IT Process
Elements Within Automation
Level
a Process) Gateway Technologies Arago, Ayehu Software
Technologies, Automic,
(Aka RPA)
Cortex, TCS (Digitate
Blue Prism, UiPath, Automation
ignio), ServiceNow, BMC
Anywhere, Redwood, NICE,
Kryon, OpenSpan,
Ecosystem
combinations of
“intelligent” AND legacy
w/ heterogeneous vendors
Process Level
Solutions
Offerings
Technologies
Source: book-aesthete.tumblr.com/post/26149565334/player-piano-kurt-vonnegut-new-york
11 © 2016 Gartner, Inc. and/or its affiliates. All rights reserved.
RPA (Gateway Technology) Case Study 1
Listen Assign
Talk to Validate Enter Onto Credit Issue Send
Appraise Account Activate
Customer Details Systems Check Product Letters
Interpret Number
POWERED BY
Robotic Process Automation
Listen
Talk to
Appraise
Customer Validate
Enter
Credit
Assign
Issue Send
Onto Account Activate
Interpret Details
Systems
Check
Number
Product Letters
Reimagined
Process
Process
Level
Incremental
Process Change
Selective
Workflow
Selective
Task (Task-Specific
Gateway Technologies
Elements Within
Level Surface Tools
a Process)
Robotic Process
Automation
Plateau of
Productivity
Innovation Slope of
Trigger Enlightenment
Trough of
Disillusionment
Cognitive-Enabled Services
Bots
As of July 2016
Peak of
Innovation Trough of Plateau of
Inflated Slope of Enlightenment
Trigger Disillusionment Productivity
Expectations
time
Years to mainstream adoption:
obsolete
less than 2 years 2 to 5 years 5 to 10 years more than 10 years
before plateau
From "Hype Cycle for Application Services, 2016," 12 July 2016 (G00290044)
21 © 2016 Gartner, Inc. and/or its affiliates. All rights reserved.
Who Are the Stakeholders/Constituencies for RPA?
1. Buyers
2. Product Vendors
3. Delivery Options
Specialty Consultants
Mainstream Firms
BPO Vendors
Outsourced
BPO Specialty BPO
Business Process Vendor
Vendor Consultant
In-House In-House
In-House Specialty
Business Process Consultant Team
Team
* Major Event
Frequently Asked Questions
Reuse/ How Many ADDITIONAL Tasks Can Integration Core & Legacy Systems
Leveragability This Be Applied To? Points API Management
PRICE
$$$$
26 © 2016 Gartner, Inc. and/or its affiliates. All rights reserved.
What Are the Benefits?
Know what
Cost Reduction
to do
Efficiency Efficacy
Process/Task
Profile
Enhance Augment
Judgment Based
Business Agility Innovation
Dynamic/Ad Hoc
Unpredictable
Process/Task
Profile
Judgment Based
Dynamic/Ad Hoc
Unpredictable
Judgment Based
Dynamic/Ad Hoc
Unpredictable
Ecosystem /
Orchestration
Gateway Technology Tools
Cost
Cost
Ecosystem /
Orchestration
Gateway Technology Tools
Challenges:
(a) Need for “Human in the Digital Loop”
Cost (b) Complexity & Integration of
Workflows & Processes
(c) Lack of Standardization & Consistency
(d) Exceptions (type and volume)
Ecosystem /
Orchestration
Cost
“Last Mile” of Intelligent Automation
Demands a NEW CURVE after shifts in
(a) Enterprise Architecture
(b) IT Skills levels
(c) Behavioral / Organizational Change
More
More Better Business Outcomes
Scale and Value
Gateway Automation
(Task/Workflow level)
Standardization
Less
Chaotic
More Standardization Control More Differentiation
More
Digitalization Intelligent Automation
(Ecosystem)
More Better Business Outcomes
Scale and Value
Differentiation
Gateway Automation
(Task/Workflow level)
Standardization
Less
Chaotic
More Standardization Control More Differentiation
To keep up to date on
Gartner’s webinars Follow Gartner Technical difficulties?
Email
Connect with us @Vickier0729 @Gartner_Inc gartnerwebinars@gartner.com
40 CONFIDENTIAL AND PROPRIETARY I © 2016 Gartner, Inc. and/or its affiliates. All rights reserved.