April 9, 2020

Reducing the impact

of COVID-19 through
Hyperautomation
Reducing the impact of COVID-19 through Hyperautomation

Speakers for the Day

Mr. Nitin Purwar

Senior Functional Architect Banking

and Financial Services
UiPath APAC and India

Mr. Devendran Rajendran

Head of Enablement
UiPath India

Mr Javed Ali

Health Care Domain Expert

UiPath Global

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A Special Message from our CEO to those affected by COVID-19
COVID-19 Global
Implications
Assessment by UiPath
Reducing the impact of COVID-19 through Hyperautomation

Unlike worldwar, COVID 19 will not impact all industries but

will disrupt Economy!

Travel

Gold Price

Oil Price
Stock Market

Interest Cuts

Restaurant
Nikkei (–) 28.1% Central Banks Expected 48200 Currently Is the Lowest Bookings in
across 50+ flights cancelled stands 1610 since 2001, several Countries
DowJones (-)
Countries have impacting 10.2 USD from @ USD 26.22 have almost
31.1%
cut Interest rates Mill Seats. 1,636 USD. PB collapsed
FTSE (-) 32.1% As the (-)90%
Since the Covid condition
19 Breakout worsens

Economic Growth (GDP) expected to slow down, 2.4% to predicted 2.9% (if the situation continues it will be <1.5%)

Industry Implications As per IATA current Expected loss for Airlines is at 63 Billion USD,
(As it stands today)
if the situation continues it is expected at 113 Billion USD globally

5% AMAZON plans to hire 1,00,000 additional people to handle the

20% increased volumes.
Medium 75% Mild
Severe
Impact Impact
Impact
Zoom share price grew from 79.60 USD in the last six months to
140.36 USD as of 25th March 2020

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Reducing the impact of COVID-19 through Hyperautomation

6 Feet away from each other as we stand, COVID 19 will bring

a fundamental change in our behavior & thought process.
How are organizations responding today?
1 2 3
Setup cross functional Ensure Liquidity &
Protect Employees
response teams Contingency Plan

4 5 6
Stabilize the Supply Stay Close to Practice Plan with Top
Chain Customers Teams

Demonstrate Purpose

Radical change: Leveraging technology to be better prepared to handle Epidemics will

become Imperative.
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COVID-19 Impact on
Healthcare
Assessment by UiPath
Reducing the impact of COVID-19 through Hyperautomation

Healthcare Impact Summary

Supply Chain Disruption – Reduction in Reduced Financial Health &

Business Activity Liquidity

Health Data interoperability Health and safety of employees

Healthcare resources & Infrastructure Rapid increase in patient queues &

Claims

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Reducing the impact of COVID-19 through Hyperautomation

COVID-19 : Challenges faced by Healthcare Industry

Providers Life Sciences Payers
(Hospitals) (Pharmaceuticals) (Insurance Companies)

Business Continuity Plan Rapid increase in Member

Supply chain disruption Claims
management

Infection Control, Bio

Employee Health and Safety Survaliance and Clinical Health Plan Management
Reporting

Shortage of required Testing Enabling alternative work

Trail Data Management
Kits and Medical devices arrangements

Managing Test request queues Fast track Research and Operational Efficiency and
and Volumes development for vaccine Cost Takeout

Patient Registration, Fast track development of

Claim Adjudication
Insurance Verification testing kits

Fast track Approval

Diagnosis Cycle Times Shrinking of Premium Income
Mechanisms
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Responding to
COVID-19 Together
Solutions created by UiPath
Industry: Agnostic

UiPath health screening bot – Deployable at any Industry

COVID-19 Challenge
Tracking Employee Health across a widely distributed (and remote) workforce
In the midst of COVID-19, employers need to keep tabs on their employees' health. Health screenings can
help keep track of employee health and well-being. This is an important component to manage Health and
Safety of the employees and also for managing business continuity.

Solution Benefits

Over 3 days, UiPath team created an attended robot to

• Keep critical workers
working
help employers streamline the screening process
by distributing a simple health survey through popular • Health monitoring of
channels (WeChat, Slack, etc.). The robot then workers
aggregates the data into a report and distributes the • Reduce hospital backlogs
report to HR for review. • Improve efficiency
See our Health Screening Bot in our marketplace. 11
Industry: Agnostic

UiPath Data Consolidation bot for Governments authorities

COVID-19 Challenge
Travelers Health consolidation & reporting to different authorities for the state
As the COVID-19 cases are increasing rapidly day by day, quick data collection, consolidation and health
monitoring of travelers is a big challenge. Government authorities need to collect data from different
source for consolidation and reports are required to be shared with different district authorities for health
monitoring.

Solution Benefits
• Quick availability of latest
UiPath team & partner created an unattended robot to data
help government authorities to streamline the data • Reduce data consolidation
consolidation and reporting process by extracting the and reporting time cycle
data from different files and mapping it to different
district for sharing to respective district representatives
• Improve efficiency

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Demo Video

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Industry: Healthcare/Deep Learning

Chest Xray solution for COVID-19

COVID-19 Challenge
Unavailability of test kit causing problem in confirmation of COVID-19 patients.
COVID-19 test kits are either unavailable or limited which is causing delay in identifying and then treating COVID-19
patients. Long queues of people in hospitals are waiting to get tested and treated if required. A quick way out is needed
which can help hospitals and society to identify the potential patients even in the absence of test kits

Solution Benefits
A deep learning based workflow is built in UiPath to • Accelerate COVID-19 testing
automate the testing process with x-ray images. The • Help to the hospitals where test
kits are not available
workflow will load the deep learning model,
• Reduce hospital backlogs
authenticate the user and ask to select the chest Xray
image folder and use the pre-trained model to test on
the images. The diagnosis results will be displayed in a
csv file with the images name.
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Demo-Chest Xray solution

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Industry: Healthcare

Email monitoring & detection for COVID-19 suspects

COVID-19 Challenge
The cases of virus patient is growing massively day by day.
Different Hospitals & Government authorities are receiving emails related to COVID-19 suspect incident.
The challenge with them is to analyze those emails manually to identify, detect and classify which is a
time-consuming task and results in delayed identification/detection of critical information. Information
sender would not be able to get the response till the time manual analysis is done

Solution Benefits
One of the largest hospitals in USA is working to set up • Quick response to the email
an unattended robot that will monitor the mailbox and sender
extract the information from email to create a report in • Accelerated data extraction &
excel sheet, it will red flag the information based on reporting for admin users
defined business rules. Report will be sent to the admin • Keep critical workers working
user for further analysis & action.
• Reduce hospital email
backlogs 16
Industry: Travel

Processing Audit and Risk reporting

COVID-19 Challenge
Accelerated Audit and Risk reporting for the front line
Due to COVID-19, Customs and Border Patrol team need to audit 50,000 flight records for COVID-19
exposure to the traveler who have traveled recently and diagnosed with COVID 19. This is a time-
consuming process as the team needs to process each record and audit different source of information to
identify the exposure of the patient to different people to track down the suspects for further action.

Solution Benefits
UiPath partnered with Department of transportation to • Accelerate operational efficiency
developed the solution to automate the audit process • Quick availability of auditing
and scale robots across all front-line locations for data reports for 50,000 flights
consolidation and reporting to create hierarchical view • AHT reduced to ~2 min from 6
of the traveler contact history. min/ record
• Reduce data consolidation and
reporting time cycle 17
Industry: Agnostic

UiPath bot compiles a daily report on COVID-19 updates

COVID-19 Challenge
Keeping track of the latest updates and monitoring your risk levels
Getting the right information on the latest developments, news, and updates, specifically tailored to your
needs and from reliable sources, can prove to be meticulous, time consuming task.

Solution Benefits
UiPath created a robot that scrapes multiple data sources • Heightens individual
online and creates customized content based on where awareness of relevant
you're located. The robot then compiles the data into a metrics and information
daily report and brings you the latest updates, help guide • Saves personal time
on getting tested, and other fact-based helpful resources.
Ex: the latest reported Coronavirus case near you,
reported cases within your proximity, or a risk level
survey. 18
Industry: Healthcare

Accelerating C-19 testing, while reducing wait time

COVID-19 Challenge
The volume of virus tests is growing immensely.
The Centers for Disease Control (CDC) is approving organizations to become testing sites (labs,
Walgreens, hospitals, etc.). The demand at these facilities will be immense, and there will be long queues
of people waiting to take tests. COVID-19 testing protocol requires a patient is looked up in the testing
site’s electronic medical records (EMRs) and added to the system if it is a new client. Then the patient’s
data and results must be stored and reported back to the patient. This process can add to the total time
patients are waiting in the queue to take their tests—leading to approx. 6-hour waiting time.

Solution Benefits
• Accelerate urgent /prioirty1
One of the largest hospitals in the U.S. set up and cases for COVID-19 testing
deployed an attended robot in 48 hours that takes
patient data, checks if they are already a patient in the
• Save ~2 min. per patient—
huge saving as volume runs
EMR via a Citrix environment, records the test results.
in 000’s
While it takes a human 2-3 minutes to execute, the • Keep critical workers
UiPath Robot executes in 14-16 seconds. working
• Reduce hospital backlogs 19
Industry: Healthcare

Automated test result reporting to Manage infection Control

COVID-19 Challenge
Current infection control processes are quite dated.
In hospitals/labs where COVID-19 test work is done, results must be logged to infection control
authorities. The processes followed by infection control departments are outdated. They were created in
2003 during H1N1 and require a clinician to log into the lobotomy system (blood test system), extract
disease codes, then VPN into a .NET data platform and manually enter the results. In a typical week, 1
nurse takes 2 hours to enter all this info. However, in dealing with COVID-19, the test queue is big, and
results must be reported daily—and not just on positive cases but on every test, taking 6-8 hours per
day.

Solution Benefits
In about a week, UiPath helped automate this process. • Saves 6-8 hours a day for
The team automated each step from extracting disease clinician and makes data
codes to entering the data via VPN into the required available in real time
.NET platform. • Keep critical workers working
• Improve employee experience
• Accelerate operational 20
efficiency
COVID-19 Impact on
BFSI
Assessment by UiPath
Reducing the impact of COVID-19 through Hyperautomation

Impact of COVID-19 and Stimulus Efforts on BFSI

Efforts being taken to reduce the Economic Impact
Branch Banking Increase in different
of the Crisis by Government/Institutions
Customer Footfall types of Insurance
Reduction Claims & Withdrawals
1 Reduction in Interest Rates for business loans.
Differential benefits for Small/Medium businesses
and heavily impacted sectors.

2 Deferral on Loan Repayments for both retail (home

loans, educations loans) and business loans ranging
High Volatility across Increase in Suspicious from 3 to 6 months
Equity, Futures, Forex Transaction, AML and
3 Reduction/Removal of ATM withdrawal/Online
and underlying Indices Fraud Transaction charges for customers

4 Extension of Tax filing dates, reduction/removal of

late payment charges

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Hit on Banking Services Significant increase in
due to restricted activity for Virtual
movement of people & Channels, Insurance
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services and Trading
Removal of restrictions on Savings Accounts
Withdrawal and flexibility/increase in Credit Card
Limits
Extension of Welfare schemes and Wages
guarantee schemes for employees

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Reducing the impact of COVID-19 through Hyperautomation

BFSI Key Impact Areas

1 2

Lending/Mortgage Banking and Servicing Channels

3 4

Capital Market, Asset & Wealth Insurance

Finance and Accounting

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Reducing the impact of COVID-19 through Hyperautomation

Distress in Lending and other Assets

How does it impact

Reduction in fee income

Delay in loan payments or Delayed or missed
from corporates requiring
missed EMI payments by payments by corporates
Working Capital due to
retail customers from from industries impacted
reduced demand and
distressed regions due to Covid-19
supply chain breaks

What can be done to Mitigate

Passing on fiscal stimulus

Classification and
Monitoring of Loans across benefits and rate
prioritization of
segments and portfolios to reductions to the
recommendations for
identify areas of stress customers as required by
restructuring loans
regulatory regime

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Industry: Financial Services

Processing of Financial Assistance Requests in Lending

COVID-19 Challenge
Due to crisis, government/institutions have released schemes to mitigate customer distress.
Banks are required to accommodate requests arising due to it.
Based on respective country/region guideline, retail and corporate customer can reach out to banks for:
• Deferral of EMI payments for 3/6 months (Mortgages, Education Loans, Business Loans)
• Reduction in interest rates or Loan restructuring
• Fast Loans processing (For corporates from impacted industries)
These requests are out of the planned capacity for BFS institutions. While adding to the processing effort, in most cases
these requests have to be accommodated in short to medium term.

Solution Benefits
EMI deferrals and rate reduction requests | Unattended • Ensure business continuity
• Fresh documentary verification is not essential, during transactions influx
• Check for customer profile and historical behavior
• Make required system entries and complete request • Customer retention/satisfaction
Loan restructuring or Fast Loan processing,
• For existing customers, low documentation requirements • Effort reduction in unattended
• Mix of attended and unattended bots scenarios: 80 – 100%
• Initiate automation with low complexity steps in the journey
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Disruption in Banking & Servicing Channels

How does it Impact

Shift of customer
Reduction in Branch Impact to Business Continuity
queries and
footfall and Identification & Plans Invoked and
complaints to virtual
transactions and Verification required servicing team
channels
services accessed for working from
(Digital/Mobile) and
through branches completing KYC alternate locations
Contact Center

What can be done to Mitigate

Enabling servicing
End to End Amplifying Contact
Enabling responsive agents and staff to
digitization of the KYC Center agents for
and customer focused ensure seamless
journeys for as many addressing customer
virtual and self servicing and
customer requests during peak
servicing channels customer connect on
segments as possible periods
a continuous basis

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Industry: Financial Services

Customer Servicing through Virtual Channels

COVID-19 Challenge
Increase is customer queries and requests received through Self Servicing Channels
(Chatbot, Online) and through Contact Centers.
Due to distress and also as per directives from the governing bodies, banks are expected to accommodate requests for:
• Charge Reversals
• Late Payment Fee Waiver
• Deferral of EMIs
In a normal scenario, an agent would look at the historical payment pattern and past reversals or benefits given. Based
on this analysis, customer request is fulfilled.

Solution Benefits
Requests through Online or Chat interfaces | Unattended • Ensure business continuity
• Take the input request and during the influx of
• Create systemic entries and logs in required systems transactions
Requests through Contact Center | Attended • Maintain a high level of
• Agent assist through bots customer satisfaction
• Agents take the request and initiates workflow • Average AHT saves: 25-40%
• Remaining steps can be performed by the Bot
• Finally agent provides acknowledgement to the customer
• Effort reduction: 60 – 100%
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Real Time PII Data Masking | Customer Servicing - WFH

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Market Volatility, Spiked up Volumes

How does it Impact

Rapid and significant Reduction in

Extreme volatility and
movements in global Portfolio valuation of Liquidation and
spike in volumes
markets creating clients and AUMs and restructuring of
across equity and
unease and panic reduced fee income assets to safer
other asset classes
among clients and from asset & wealth options
across Indices
investors portfolios

What can be done to Mitigate

Increase the
Handling of financial Amplifying
operational capacity Portfolio and AUM
advisory queries for contact centre agents
to deal with monitoring for
liquidation and to handle the spike in
processing customers and
restructuring of volumes of queries
requirements of peak customized reporting
assets and requests
volumes

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Industry: Financial Services

Processing trade transactions in a volatile market

COVID-19 Challenge
Equity and other asset markets are experiencing an extreme spike in transactions.
COVID-19 has created market volatility and a spike in trading transactions. The S&P 500 has seen an average daily
trade volume increase up to 600% over the previous month.
A financial solutions company’s business process outsourcing (BPO) department is responsible for back-office activities
after a trade is made. This includes order execution, settlement, exceptions, and payout. And many financial institutions
outsourced this back-office activity to the company. The spike in transactions have the team working around the clock to
keep up with demand.

Solution Benefits
The BFS company was utilizing unattended robots to help • Ensure business continuity
process the corporate actions, tax forms processing. Due to during the influx of
transactions
extreme volume spikes, the robots were repurposed to
handle activities like order execution, clearing and • AHT Saves: 50 – 60%
settlement, exceptions, and redemption/payouts. Once • Increase capacity
deployed, the teams will be able to return to a more normal • Effort Reduction: 90 – 95%
work schedule.
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Insurance Claims, Withdrawals and Distributions
How Does it impact

1 2

Increase in hardship withdrawals

Increase in number of claims for
and Required Minimum
Life & Health Benefits Carriers
Distribution cash-outs from the
from impacted customers
retirement funds

3 4

Adverse impact to travel and

Factory shut-downs and export
hospitality Industry revenue,–
curbs, leading to large commercial
leading to shrinking of premium
and specialty Claims for Insurers
and revenue for Insurers.

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Increased Claims, Withdrawals and Distributions
Impact Mitigation for Insurers

Enable digital channels Amplifying

Restructuring of
Handling of increased to make them more contact centre agents to
renewals and payment
volumes of claims responsive and handle the spike in
plan changes for Travel
requests and processing establishing continuous volumes of queries
Insurance providers
customer connect and requests

Potential areas where automation can help address the impact

Impact Area Impact Brief How can automation help
 Auto process increased volumes of claim forms submitted
Significant increase in claims to
Claims Processing through paper, email and contact center channels.
be processed
 Coverage validation, fraud analysis and decision analytics
Impact Term: Short to Medium
using models for decision support
Auto/Travel Policy renewal  Automated renewal of insurance policy for 3/6 months
Policy Renewal
Impact Term: Short to Medium specifically for impacted areas; travel, auto etc.
 Automated chat interfaces with customer response
Increase in Customer enquiries
Claims, journeys mapped out
and requests
Withdrawals  Providing agents assistance through bots to automate rule-
Impact Term: Ongoing
based flows leaving time for agents to talk to customers
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Insurance Contact Center Enablement | Demo Query Handling

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Impact Areas in Finance & Accounting & Mitigation

High Impact Areas due to Covid-19 and Economic Slowdown Impact Mitigation

Increase the operational

Source to Pay Order to Cash Record to Report
capacity to deal with
processing requirements
Impacted Areas Impacted Areas Impacted Areas
Leverage automation to
1 Purchase Goods 1 Order to Quote 1 General effectively manage
& Services Accounting backlogs and volume
2 Receive Goods & 2 Order fulfillment
2 Close Process spikes
Services 3 Bill Customers
3 Processing 3 Consolidation
Invoices 4 Collect & Apply Manage customer and
Cash 4 Reporting supplier interactions
through virtual channels
Impact type Impact type Impact type
Increased reporting of
Cost Revenue Risk
impact across shifting
Work Stoppage Cost Audit plans and budgetary
Work Stoppage items

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 The UiPath Platform:
An End-to-End Automation Suite
Connect

Connect

Process Design Tools Management Robots Apps Analytics

Understanding Tools

Explorer Expert Studio Orchestrator Attended Robots Forms Insights

Explorer Enterprise StudioX Cloud Platform Unattended Robots Tasks
ProcessGold StudioT Chatbots

CoE Enablement Long-Running

Complex

Workflows AI Fabric Native Integrations

Connect Enterprise
AI Skills
Visual Understanding
Conversational Understanding
Document Understanding
Ecosystem
Custom

Plan Build Manage Run Engage Measure

Scientifically plan Democratize the Securely deploy Robots work with The system of Align RPA operations
your RPA design and testing and manage your applications to engagement for to business
implementation, of workflows, from automations carry out humans and robots outcomes with
powered by AI simple to complex automations working together embedded analytics
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 Accelerators on UiPath Go
Health Screening Bot (Downloads:287)

Pneumonia Diagnosis Automation (Downloads:135) Upcoming Accelerators

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Thank you
Stay Safe and Stay Healthy

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