Implementing Front Office Automation using Automation Anywhere Robotic

Interface (AARI): Step List

Use Case: Inbound Call Process

Introduction
This demo will help you to learn how to create the bots, the forms, and the process for the use case.

Prerequisite
You need access to the Automation 360 Enterprise Edition.

Note that you can also use the Automation 360 Community Edition to create bots, forms, and process
for this use case.
1. Create the task bots with the required variables for the use case.

a. Create the task bot that will accept the customer email address as input, check the email
address, and based on the input email address will assign the customer details.
i. Log in to the Control Room as a bot creator user.
ii. In the Navigation pane, go to Automation, and then create a subfolder named AARI.
iii. Click Create a bot icon and enter the Name and Description for the task bot in the
Create Task Bot popup.
iv. Click Create & edit.
v. Create a variable for email.
v.1 In the Bot Editor, click + sign in the Variables palette.
v.2 Enter the Name as email. Optionally enter a Description for the variable.
v.3 Select Use as input checkbox.
v.4 In the Type field, select the String variable type.
Note: String is the default variable type.
v.5 Click Create.
vi. Create a variable for first_name.
vi.1 In the Bot Editor, click + sign in the Variables palette.
vi.2 Enter the Name as first_name. Optionally enter a Description for the variable.
vi.3 Select Use as output checkbox.
vi.4 In the Type field, select the String variable type.
Note: String is the default variable type.
vi.5 Click Create.
vii. Repeat step vi to create last_name variable of String type.
viii. Create a variable for offers_purchased.
viii.1 In the Bot Editor, click + sign in the Variables palette.
viii.2 Enter the Name as offers_purchased. Optionally enter a Description for the
variable.
viii.3 Select Use as output checkbox.
viii.4 In the Type field, select the String variable type.
Note: String is the default variable type.
viii.5 Click Create.
ix. Create a variable for result.
ix.1 In the Bot Editor, click + sign in the Variables palette.
ix.2 Enter the Name as result. Optionally enter a Description for the variable.
ix.3 Select Use as output checkbox.
ix.4 In the Type field, select the String variable type.
Note: String is the default variable type.
ix.5 Click Create.
x. Create a variable for upsell_offer.
x.1 In the Bot Editor, click + sign in the Variables palette.
x.2 Enter the Name as upsell_offer. Optionally enter a Description for the variable.
x.3 Select Use as output checkbox.
x.4 In the Type field, select the List variable type and Subtype as String.
x.5 Click Create.
xi. Now, add the If action to check the input email address.
xii. From the Actions palette, drag and drop the If action to the canvas.
 xii.1 Select the required condition from the drop-down list. In this case, select String
condition.
xii.2 In the Source value field, specify the email ID. In this case,
john.smith@example.com.
xii.3 In the Operator field, select Equal to (=).
xii.4 In the Target value field, click Insert a value icon and select the email variable.
xiii. Add a delay.
xiii.1 From the Actions palette, drag and drop the Delay action to the canvas.
xiii.2 In the Actions detail pane, enter the number of seconds in the Delay field.
xiii.3 Select Seconds in the Time unit section.
xiv. Click Save.
xv. From the Actions palette, drag and drop the String: Assign action to the canvas.
xv.1 In the Select the source string variable(s)/ value field, enter John.
xv.2 In the Select the destination string variable field, select first_name from the
drop-down.
xvi. Repeat step xv to assign:
xvi.1 Smith to the string variable last_name
xvi.2 Hulu, Disney+ to the string variable offers_purchased
xvii. From the Actions palette, drag and drop the List: Assign action to the canvas.
xvii.1 Under Select the source list variable, click List.
xvii.2 Click Add (+) to add the list variables Netflix, Starz, and ESPN+ of type String.
xvii.3 In the Select the destination list variable field, select upsell_offer from the drop-
down.
xviii. Now, add the If: Else If action to include alternative actions to run a sequence of actions
if the previous condition was false and this condition is true.
xix. From the Actions palette, drag and drop the If: Else If action to the canvas.
xix.1 Select the required condition from the drop-down list. In this case, select String
condition.
xix.2 In the Source value field, specify the email ID. In this case,
steve.more@example.com
xix.3 In the Operator field, select Equal to (=).
xix.4 In the Target value field, click Insert a value icon and select the email variable.
xx. From the Actions palette, drag and drop the String: Assign action to the canvas.
xx.1 In the Select the source string variable(s)/ value field, enter Steve.
xx.2 In the Select the destination string variable field, select first_name from the
drop-down
xxi. Repeat step xx to assign:
xxi.1 More to the string variable last_name
xxi.2 ESPN+, Netflix to the string variable offers_purchased
xxii. From the Actions palette, drag and drop the List: Assign action to the canvas.
xx.1 Under Select the source list variable, click List.
xx.2 Click Add (+) to add the list variables Disney+, Starz, and Hulu of type String.
xx.3 In the Select the destination list variable field, select upsell_offer from the drop-
down.
xxiii. Next, add the If: Else action to run a sequence of actions if the input email address is
incorrect.
xxiv. From the Actions palette, drag and drop the If: Else action to the canvas.
xxv. Add a delay.
xxv.1 From the Actions palette, drag and drop the Delay action to the canvas.
 xxv.2 In the Actions detail pane, enter the number of seconds in the Delay field.
xxv.3 Select Seconds in the Time unit section.
xxv.4 Click Save.
xxvi. From the Actions palette, drag and drop the String: Assign action to the canvas.
xxvi.1 In the Select the source string variable(s)/ value field, enter NOK.
xxvi.2 In the Select the destination string variable field, select result from the drop-
down
xxvi.3 Click Save and then click Close.

b. Next, create the second bot to update the customer record with the offers purchased and
generate an Order ID.
i. Click Create a bot icon and enter the Name and Description for the task bot in the Create
Task Bot popup.
ii. Click Create & edit.
iii. Create a variable for email.
iii.1 In the Bot Editor, click + sign in the Variables palette.
iii.2 Enter the Name as email. Optionally enter a Description for the variable.
iii.3 Select Use as input checkbox.
iii.4 In the Type field, select the String variable type.
iii.5 Note: String is the default variable type.
iii.6 Click Create.
iv. Repeat step iii to create new_offer input variable of String type.
v. Create a variable for order_ID.
v.1 In the Bot Editor, click + sign in the Variables palette.
v.2 Enter the Name as order_ID. Optionally enter a Description for the variable.
v.3 Select Use as output checkbox.
v.4 In the Type field, select the String variable type.
Note: String is the default variable type.
v.5 Click Create.
vi. Use the If action to check the email address and assign the corresponding Order ID.
vii. From the Actions palette, drag and drop the If action to the canvas.
vii.1 Select the required condition from the drop-down list. In this case, select String
condition.
vii.2 In the Source value field, specify the email ID. In this case,
john.smith@example.com.
vii.3 In the Operator field, select Equal to (=).
vii.4 In the Target value field, click Insert a value icon and select the email variable.
viii. From the Actions palette, drag and drop the String: Assign action to the canvas.
viii.1 In the Select the source string variable(s)/ value field, enter OD14335.
viii.2 In the Select the destination string variable field, select order_ID from the drop-
down
ix. Click Save.
x. Use the If: Else If action to run a sequence of actions if the previous condition was false
and this condition is true.
xi. From the Actions palette, drag and drop the If: Else If action to the canvas.
xi.1 Select the required condition from the drop-down list. In this case, select String
condition.
 xi.2 In the Source value field, specify the email ID. In this case,
steve.more@example.com
xi.3 In the Operator field, select Equal to (=).
xi.4 In the Target value field, click Insert a value icon and select the email variable.
xii. From the Actions palette, drag and drop the String: Assign action to the canvas.
xii.1 In the Select the source string variable(s)/ value field, enter OD14336.
xii.2 In the Select the destination string variable field, select order_ID from the drop-
down
xiii. Click Save and then click Close.

Congratulations! You have now successfully created the bots required for the use case.

2. Create the required forms.

a. Create a form to accept the customer email ID.

i. In the Automation page, click Create a form icon.
ii. Enter the Name and Description for the form in the Create form popup.
iii. Click Create & edit.
iv. In the canvas, select the default row. Click vertical ellipsis (three dots) and select Delete
row.
v. Click Yes, delete.
vi. From the Elements palette, drag and drop the Text Box element into the canvas.
vii. In the Properties pane, enter Please provide the customer email in the Element label
field.
viii. In the Formatting section, select Custom to define a regular expression.
viii.1 Click Edit regular expression.
viii.2 In the Regular expression window, enter ^([a-z0-9_\.-]+)@([\da-z\.-]+)\.([a-
z\.]{2,6})$ in the Regular expression field. to apply custom formatting for email
and ensure that users can enter only valid email ids.
viii.3 To test the regular expression, enter a valid email id in the Test Content field. If
no error is returned, the string you entered matches the regular expression.
viii.4 Click Save in the Regular expression window.
ix. Click Save to save the form.
x. Click Close.

b. Create the second form that will display the customer details.
i. In the Automation page, click Create a form icon.
ii. Enter the Name and Description for the form in the Create form popup.
iii. Click Create & edit.
iv. In the canvas, select the default row. Click vertical ellipsis (three dots) and select Delete
row.
v. Click Yes, delete.
vi. From the Elements palette, drag and drop the Label element into the canvas.
vii. In the Properties pane, enter Customer Details in the Element label field.
viii. From the Layout palette, drag and drop the Column layout.
ix. Create two text boxes in each cell of the column.
ix.1. From the Elements palette, drag and drop the Text Box element into the canvas.
ix.2. In the Properties pane, enter the Element label as First Name.
 ix.3. Select the Make field uneditable checkbox in Advance behavior section.
x. Repeat step ix to add Last Name text box.
xi. Repeat step ix to add Email text box.
xii. Repeat step ix to add Offers purchased text box.
xiii. From the Elements palette, drag and drop the Dropdown element into the canvas.
xiv. In the Properties pane, enter the Element label as New offer to upsell.
xv. Click Save and close the form.

c. Create a third form to display the order ID.

i. In the Automation page, click Create a form icon.
ii. Enter the Name and Description for the form in the Create form popup.
iii. Click Create & edit.
iv. In the canvas, select the default row. Click vertical ellipsis (three dots) and select Delete
row.
v. Click Yes, delete.
vi. From the Elements palette, drag and drop the Text Box element into the canvas.
vii. In the Properties pane, enter the Element label as OrderID.
viii. Select the Make field uneditable checkbox in Advance behavior section.
ix. Click Save and close the form.

Congratulations! You have now successfully created the forms required for the use case.

3. Create the process for the Inbound Call processing

a. Create the process for the Inbound Call processing

i. In the Automation page, click Create a process icon.
ii. Enter the Name and Description for the process in the Create process popup.
iii. Click Create & edit.
iv. Click Start in the canvas.
v. In the Element details pane, click Browse under the Select initial data from field.
vi. In the Find a form popup, click Browse, and select Input_Customer_Form.
vii. Click Choose.
viii. Click Insert a variable icon in the Request title field.
ix. In the Insert a variable popup, click the Variable source drop-down and select Request.
x. Click Variable drop-down and select the required input from the list.
xi. Click Add.

b. Invoke the Bot Task that will take the input value from the form and return the customer
details.
i. From the Task palette, drag and drop Bot Task below the Start element in the canvas.
ii. Enter the Element name as GetCustomerBot and the Task name as Get Customer
Details.
iii. In the Element details pane, click Browse under Select Task Bot field.
iv. In the Find a Task Bot popup, click Browse, and select Get_Customer_Bot.
v. Click Choose.
vi. Select the email checkbox in the Input values section.
vii. Click Insert a variable icon in the email field.
viii. In the Insert a variable popup, click the Variable source drop-down and select Request.
 ix. Click Variable drop-down and select the required variable from the list.
x. Click Add.
xi. Click Save.

c. Validate the customer email entered. Use the If/Else condition to check the output of the
Bot Task. If the value of the output result variable is OK, then the input email address is
correct. Else, the input email address is incorrect and should prompt the user to re-enter the
initial form.
i. Drag and drop the If/Else pair after the Bot Task.
ii. In the Update task name field, enter Validate Customer.
iii. Select String Condition and in the source value, click Insert a variable icon.
iii.1 In the Insert a variable window, click the Variable source drop-down and select
GetCustomerBot.
iii.2 In the Variable type section, select Output.
iii.3 In the Variable drop-down, select GetCustomerBot.result, and then click Add.
iii.4 Select Equals to as the operator.
iii.5 Enter OK in the Target Value field.
iii.6 Click Save.
iv. Click the Else element and add a sequence of actions if the input email address is
incorrect.
v. Update the task name as Re-enter Customer email.
v.1 Enter Retry Customer Details as the Display message.
vi. Drag and drop the Human task into the Else branch.
vi.1 Enter RetryCustomer as the Element name.
vi.2 Enter Retry Customer Details as the Task name.
vi.3 Select the Assign this task to the user who created the request check box.
vi.4 Click Browse and select the Input_Customer_Form in the Select form field.
vi.5 Add a button with the label Submit.
vi.6 Click Save
vii. Drag and drop the Go to element above the Failed element. You will see that the Failed
element is now replaced with the Go to element.
viii. In the Select target task, select the Bot task GetCustomerBot and in the Override input
values of the target task field, select email checkbox, and then click Insert a variable
icon.
viii.1 In the Insert a variable window, click the Variable source drop-down and select
RetryCustomer.
viii.2 In the Variable type section, select Output.
viii.3 In the Variable drop-down, select TextBox[0], and then click Add.
viii.4 Click Save.

d. Invoke the Human Task element to display the customer details.

i. From the Task palette, drag and drop the Human Task within the If condition in the
canvas.
ii. In the Element details pane, enter the Element name as DisplayCustomer and the Task
name as Display Customer Details.
iii. Select the Assign this task to the user who created the request checkbox.
iv. Click Browse under Select form field.
v. In the Find a form popup, click Browse, and select Display_Customer_Form.
vi. Click Choose.
 vii. Under Feed data into form field. Select the First Name checkbox and click Insert a
variable.
vii.1 In the Insert a variable popup, select GetCustomerBot from the Variable source
drop-down.
vii.2 Select Output from the Variable type section.
vii.3 Select GetCustomerBot.first_name from the Variable drop-down.
vii.4 Click Add.
viii. Repeat steps vi to add the Last name form element with the related values.
ix. Repeat steps vi to add the Offer purchased form element with the related values.
x. Repeat steps vi to add the Email form element with the related values.
xi. Repeat steps vi to add the Offers Purchased form element with the related values.
xii. Repeat steps vi to add the New offer to upsell form element with the related values.
xiii. Add form buttons to the process.
xiii.1 Click Add button under the Add form button section.
xiii.2 Enter Upsell in the Button label field and set as Primary in the Button style.
xiii.3 Enter End in the Button label field and set as Secondary in the Button style.
xiv. Click Save.

4. Define the actions for each button in the process.

a. Define If/Else pair condition.

i. From the Logic palette, drag and drop the If/Else pair condition in the canvas.
ii. Select Failed in the canvas.
iii. In the Logic detail pane, select Cancelled in the End process status field.
iv. You can update the request title by specifying it in the Update request title field. When
the user clicks End in the previous step, the request title is automatically updated.
v. Optionally enter the Message text in Display message field.
vi. Click Save.

b. Add Bot Task in the If condition branch.

i. From the Task palette, drag and drop the Bot Task below the If element in the canvas.
ii. In the Element details pane, enter the Element name as UpdateCustomerBot and the the
Task name as Update Customer Details.
iii. Click Browse under Select Task Bot field.
iv. In the Find a Task Bot popup, click Browse, and select Update_Customer_Bot.
v. Click Choose.
vi. Select email checkbox in the Input values section.
vii. Click Insert a variable icon in the email field.
vii.1 In the Insert a variable popup, click Variable source drop-down and select
DisplayCustomer.
vii.2 In the Variable type section, select Input.
vii.3 In the Variable drop-down, select Email, and then click Add.
viii. Select the new_offer checkbox in the Input values section.
ix. Click Insert a variable icon in the new_offer field.
ix.1 In the Insert a variable popup, click Variable source drop-down and select
DisplayCustomer.
ix.2 In the Variable type section, select Input.
ix.3 In the Variable drop-down, select New offers to upsell, and then click Add.
 x. Click Save.

c. Define the Human Task condition.

i. From the Task palette, drag and drop the Human Task in the canvas under the Bot Task
in the If branch.
ii. In the Element details pane, enter the Element name as DisplayOrderID and the Task
name as Display Order ID.
iii. Click Browse under Select form field.
iv. In the Find a form popup, click Browse, and select Display_OrderID_Form.
v. Click Choose.
vi. Under Feed data into form field, select the OrderID checkbox and click Insert a variable.
vi.1 In the Insert a variable popup, select UpdateCustomerBot from the Variable
source drop-down.
vi.2 Select Output in the Variable type section.
vi.3 Select UpdateCustomerBot.order_ID from the drop-down under Variable
section.
vi.4 Click Add.
vii. Add buttons to the process.
vii.1 Click Add button under the Add form button section.
vii.2 Enter as End in the Button label and set as Primary in the Button style.
viii. Click Save.

d. Define the condition for the If condition branch.

i. Click the If branch in the canvas.
ii. In the Condition: If pane, select String condition from the Condition drop-down.
iii. Click Insert a variable icon.
iii.1 Select DisplayCustomer from the Variable source drop-down.
iii.2 Select Meta from the Variable type section.
iii.3 Select Status from the drop-down under Variable section.
iii.4 Click Add.
iv. Select Equals to(=) from the Operator drop-down list.
v. Enter Upsell under Target value (optional) field.
vi. Click Save
vii. Click Close.

Congratulations! You have now successfully created the process for Inbound Call processing. You
can run the process in the private workspace using the Run option in the process editor.

5. Check in the Process to make it available for users.

Note: If you are using the Automation 360 Community Edition, then you don’t have to check
in the process or create teams and assign the process using AARI Web. Instead, you can
preview the process in the private workspace using the Run option in the process editor.

a. Check in the Process to make the process available for the AARI-Admin in the AARI Web
Interface.
i. In the My Bots page, select the Inbound Call Process process in the AARI folder.
ii. Click Check in process.
 iii. In the Check in Process page, enter the Comment and ensure that the bots and forms are
displayed in the Dependencies section.
iv. Click Check in.
v. The checked in process and the dependent forms and bots are displayed in the Public
folder.

Congratulations! You have now successfully checked in the process.

 AARI Team Creation and Process Creation

Introduction
This demo will help you to learn how create teams and assign processes in AARI Web.

Prerequisite
You need access to the Automation 360 Enterprise Edition.
1. Create a Team in AARI Web and assign the team to the process AARI Web.

a. Create a team and add members to the team in AARI Web.

i. Log in to AARI Web as the AARI Manager user.
ii. Click Manage > Team Setup.
iii. Click Create new team.
iv. Enter the Team Name and Description.
v. Select Private as the Request Visibility.
vi. In the Members section, click the + sign.
vii. In the Add members to Inbound Call Processing Team window, search and select the
required users.
viii. Click Apply.
ix. In the Members section, for each user select their role – Member, Owner or Admin.
x. Click Save.

b. Assign Teams to process

i. Log in to AARI Web as the AARI Administrator.
ii. Click Manage > Process setup.
iii. Select the required process from the list.
Note: Ensure you have checked in the process in the Control Room to make it available for
other users.
iv. The Edit Process window appears and shows the related information about your process.
Here you can edit fields such as Process name, Description, and tags.
v. Click the + sign in the Teams section.
vi. In the Add teams window, search and select the team you had created for this process.
vii. Click Add.
viii. In the Scheduler drop down, select the scheduler user that you had created for AARI.
ix. In the Request creation section, select by user.
x. Click Save.
Congratulations! You have now successfully created a process and assigned the process to a
team in AARI Web.
 AARI Process Create Request

Introduction
This demo will help you to learn how to create a request in AARI Web.

Prerequisite
You need access to the Automation 360 Enterprise Edition.
1. Create a Request.

a. Create a request in AARI Web.

i. Log in to AARI Web as the AARI user.
ii. Click Processes in the left navigation.
iii. In the Processes page, select the required process from the available list.

Note: View the process details by clicking the Tag and Description icon in the process.
iv. Click Inbound Call Process.
v. In the Inbound Call Process page, enter the email of the user in the Please provide the
customer email field.
vi. Click Submit.
vii. Select the Offer from the drop-down under New offers to upsell section.
viii. Click Upsell.
ix. The OrderID is generated.
x. Next login as another member of the team. You can see the request created by other
users.
xi. Login back as the earlier user and click End to complete the request.
xii. Create new requests and provide other email ids and observe that the Retry Customer
Details task appears.

Congratulations! You have now successfully created a request in AARI Web.