BLUE PRISM

INTERACT
USE CASE EXAMPLES

Commercial in Confidence
 1. Human-initiated Processes

In some scenarios, an automatically triggered or scheduled process is not possible or desired. This may be because the process is instigated
“on demand” or because it requires variable input.

A human worker manually triggers the process (potentially with custom inputs / parameters via a process specific form) after which the case
passes to the digital workforce to complete a series of automated activities, with no further interaction.
Example Use Cases:
• Triggering an ad-hoc report to be executed
• Instigating an Address Change as an outcome from a customer enquiry

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 2. Digital Worker Augmented Processes

In this scenario, a human may use a digital worker to accelerate or augment part of a process.

Example Use Cases

• A customer service agent using digital workers to gather KYC information during a customer interaction
• Updating details in a system, based on information gathered during a customer interaction
• Accelerating the execution of a repeatable task to increase productivity
• Automate parts of the process at a time without needed to tackle the entire process at once

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 3. Digital Worker + Human Augmented Processes

In this scenario, the user waits for the digital workforce to do one task and return the result.

Ideally the solution would be designed in such a way that the user would always be updated, even in the event of an exception.

Example Use Cases:

• Exception Handling – Where work is initially kicked off by a human and the digital worker encounters an unknown in
the process or data it is handling and requires input from a human to proceed
• Validation – Where work is initially kicked off by a human a digital worker requires authorisation or validation of a
decision by a human operator for regulatory compliance or other reasons

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 4. External User Initiated Processes

In this scenario, an external user completes an Interact form to initiate a process.

Example Use Cases:

• Customer self-service
• Remote patient registration – where a patient completes an online form ahead of a visit to the medical facility. The
digital worker then sends the information to other departments and systems for updating.

Note:
▪ The organization hosting Interact will need to create an Interact account for the external user with appropriate
permissions
▪ The organization will need to follow their corporate guidelines for securing the web server that provides the web
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 5. Human-augmented Processes (On Roadmap)

In this scenario human interaction is required in the middle (or at the end) of a process with digital workers handling a series of pre- activities
and post- activities.

There is a wide spectrum of scenarios that the human worker might be handling, including:
Example Use Cases:
• Exception Handling – Where the digital worker encounters an unknown in the process or data it is handling and requires input from
a human to proceed
• Validation – Where a digital worker requires authorisation or validation of a decision by a human operator for regulatory compliance
or other reasons
• Escalation – A digital worker needs to escalate to a human colleague as part of a defined process, before the next stage may be
completed – for example where human insight or judgement is required, or if a step is not automatable for some other reason

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