Robotic Process

Automation
 What is RPA?
RPA is a technology that:
• Interacts with the presentation layer – the GUI – just like a person
• Works with any application, just like a person
• Switches from one environment to another, just like a person
• Validates data, makes rule-based, algorithmic decisions within
pre-defined parameters, just like a person
• More importantly, it does all this 24 x 7 x 365...without breaking a
sweat, not like a person!!

RPA is the natural evolution of labor arbitrage, it takes the Robot

Out of the Human ... and enables computers to do what they were
supposed to do
 Swivel Chair Interface
• Systems have been developed using legacy
programming languages to latest digital technologies.
For various business operations and processes, there is
a need for these systems to talk to or interface with
each other. Operations like retrieving of data from one
system and entering it into another system need to be
done. Also, there is a need for receipt, manual
processing and entry of data received from other
systems like e-mail.
• The slang term for this kind of work which involves
transfer of data between disparate systems by Human
Staff is known as “swivel chair interface”.
 Swivel Chair Automation
• The non- automated repetitive manual processes
involving humans have the usual issues related to
quality, cost, mistakes, monotony, longer average
handling time since humans are not programmed
robots.
• Robotic Processes Automation (RPA) is the solution
developed to address this specific kind of problem.
RPA can mimic human actions and do the same
actions which humans perform between user
interfaces of various information systems and thus
remove Human Swivel Chair Integration. RPA is also
thus known as Swivel Chair Automation.
 How RPA Works
• RPA can achieve this by not touching the underlying
code of any of these information systems. RPA tools can
record the sequence of steps (required to complete a
business process) performed on various user interfaces.
• RPA tools are mostly graphical in nature and do not
require much programming knowledge. The learning
curve is quick and the usage of these tools to automate
processes can be learnt by even non-technical business
process executives.
• The core to RPA are the Software Robots (known in
short as BOTs) which are the Virtual equivalents of the
Human workforce.
Manual vs. RPA
 Some Examples
1. A process executive in the loan processing division of a bank
receives the soft copy of the approved loan application in
designated format by e-mail and the data from the same needs
to be uploaded into a software application.
2. A support executive for an application receives user requests in
form of tickets and does various tasks like password reset or
new user creation or giving a specific access to an existing user.
3. A customer service executive of a telecom company receives a
call from a customer enquiring about his bill details and various
discounts plans and upgrade plans applicable to him. The
executive needs to login into multiple applications and then
fetch the details corresponding to the customer. While the
executive is fetching the details from multiple applications, the
customer call is kept on hold.
Some more applications of RPA
• Inputting, changing, and tracking Human Resources
(HR) documents, contracts, and employee information
• Detecting issues with customer service and taking
actions to resolve the problems
• Processing an insurance claim
• Sending invoices
• Issuing refunds to customers
• Reconciling financial records
• Transferring data from one system to another
• Providing standard replies to customers
Stakeholders Business Processes

Technology Infrastructure
Mainframe, ERP, Cloud Based, SaaS..
Types of Traditional RPA
• Unattended RPA: Completely autonomous as the
bot will run in the background. There be some
human intervention for exception management.
• RDA (Robotic Desktop Automation): Where RPA
helps an employee with a job or task. The
technology helps improve or augment the
efficiency of the worker.
RPA and AI: The Brawn and Brains
of Process Automation
RPA with cognitive technology
 Cognitive RPA Use Case
• A leading global bank used cognitive RPA to automate
57 percent of its payments work in the highly regulated
area of foreign trade finance.
• Challenges of automating this process end-to-end
included the need to work with: highly unstructured
data such as invoices, bills, declarations, certificates,
and letters; a high daily volume of transactions
requiring same-day processing; complex business
processes; and the need to interface with multiple core
systems.
• The solution combined traditional RPA techniques with
a host of cognitive technologies to automate most
steps in the process, reducing the number of full-time
staff required to perform the process from 110 to 47.
Source: https://www.kofax.com/Blog/2018/august/robotic-process-automation-rpa-past-present-and-future
 Worldwide Global Robotic Process Automation (RPA)
Market, 2016-2021

RPA Software RPA Services

1400 70%
63% $1224m
1200 60%
$1022m
1000 50%
42% $822m
800 40%
952
$629m 31% 790
600 30%
$443m 630 24%
20%
400 476 20%
$271m
330
200 198 10%
192 232 272
73 113 153
0 0%
2016 2017 2018 2019 2020 2021
Source: HfS Research 2017

7 HfS Research Ltd. Proprietary │Page 37

Everest Group’s Service Delivery Automation (SDA) spectrum
SDA includes a spectrum of automation solutions for delivering
global services
High Low

Ability to handle Processing Ability to Context

input data type approach learn awareness Approach
Maturity

Robotic Desktop

Intelligence
Structured only Deterministic No Minimal Human

Human involvement
Automation (RDA) triggers

Robotic Process Structured and Deterministic No Minimal Orchestrated

Automation (RPA) semi-structured process
automation

Autonomics Structured and Deterministic No Yes, but Distributed

semi-structured limited to its computing
computing
environment

Narrow Artificial All types of data Probabilistic Yes, but Yes, but Cognitive computing
Intelligence including limited to a limited to a (machine learning,
unstructured particular particular deep learning, and
area domain NLP)
Future tech

General Artificial All types of data Probabilistic Yes, across Yes, across Not available
Intelligence including multiple multiple
unstructured areas domains
and similar to
human brain

Note: In this report, we have referred to rules-based/deterministic SDA solutions (i.e., RDA, RPA, and autonomics) collectively as RPA

R
Copyright © 2018, Everest Global, Inc.
7
 RPA Tool Operations
Minimum list of operations which most of the RPA tools should be able to record and mimic.
• Windows Operations like maximize, minimize, activate and close various windows
• Folder Operations
• File Operations
• Operations on variables of various data types like strings and numbers
• Programing logics like Loops and If/Else
• Operations on web browser based URLs like login, entering data, grabbing/extracting data and
logout
• Operations on local clients in which objects can be recognized by the RPA tool
• Operations on clients where the RPA tool can only be able to recognize objects by way of image
recognition and coordinates
• Citrix Automation
• Various Operations on Excel, csv, text and PDF files
• Basic database operations like connect, run queries (like insert, update, delete) run procedures
and disconnect
• E-mail Integration and Automation
• Error Handling
 Robotic Automation (RA) involves use of software bots for automation of Business &
IT processes

Evolution of Robotic Automation

Traditional Automation Robotic Automation Robotic Automation
(Script based) (Rule Based) (Cognitive)

Platform agnostic and runs on UI Platform agnostic and runs on UI

Platform specific/ runs on data layer
layer layers
Learns to handle exceptions over
Manual exception handling Manual exception handling time; intelligent decision making
enabled by ML algorithm

Coding skills required Coding skills typically not required Coding skills typically not required

Structured Structured Structured

Data Data Data
Semi-structured Semi-structured Semi-structured
Type Type Type
Unstructured Unstructured Unstructured

Drivers for Growth in Robotic Automation Adoption

1 Lower Cost of
2 3
Efficiency Gains
Operations
Deployment of robots reduces Robots typically work 2x-3x
the total cost of operations faster than humans; robots also
work round the clock
4 5 Redeployment of people
Quality & Compliance Scalability
from mundane processes
Robots work at a significantly Scalable deployments across Implementation of RA leads to
higher accuracy levels compared functions, business units and up-levelling of workforce to
to humans (~100%) and ensure geographies decision-making roles
compliance

Source: Zinnov Research and Analysis, Deloitte

6
PA will climb the cognitive scale
RPA will climb the cognitive scale

RPA today
 Benefits
Benefits of deploying
of deploying RoboticRobotic
Automation are
Automation are multifold
multifold

1 • Ability to run 24/7

• Through the year – no weekends no
holidays

Cost savings • Lower cost compared to an FTE

2 • Increased processing speed

• Lower Turn around Time (TAT)
• Flexible reaction to changes in
Improved process required capacity
Benefits of RPA management
deployment

3 • Elimination of human errors

• Stable and predictable performance
• Detailed reporting and process
Operational risk control
mitigation
Benefits of RPA
• Accuracy • Low technical barrier
• Reliability and • Non-invasive
Availability technology – no
• Lower cycle times disruption
• Consistency: routine
tasks done the same
way always
• Compliance
 Benefits of RPA
• Repeatable monotonous tasks can be best left to BOTs.
• Process Automation using RPA can be carried out by Business People also
instead of software professionals since RPA is mostly code free and does not
require much programming background to carry out automation.
• BOTs are available 24X7
• Instantly Scalable whenever there is increased workload
• Lower costs of operations and hence more savings
• BOTs are much faster than humans and hence lead to a reduction in processing
times. Speed of carrying out operations is only limited by the response time of
applications on which the BOTs operate.
• Full Compliance to regulations in operations since BOTs do not need to take any
short cuts like humans to complete the tasks faster. By following Full Compliance
according to rule book in Banking and Financial Areas like Know Your Customer
(KYC) and Anti- Money Laundering (AML), Fraud and Lapses which are possible
by Human Staff can be eliminated to a greater extent.
• Complete Audit trail of all operations carried out by BOTs is logged and
available.
• Real time dashboards of BOT operations are available at all times.
Cons of RPA
• Brittleness: RPA can easily break if there are
changes in the underlying applications. T
• Specialization: Many RPA tools are for general-
purpose activities. But there may be areas that
require specialization, such as with finance
• Testing: This is absolutely critical
• Ownership: Who has the ownership.. IT or business
managers??
 Components of Automation
Components of automation
Maturity
High Low
Process Smart
RPA NLP M L / AI
automation Humanoids
1 2 3 4 5
!

• Used to take smart

• Client based solution
• Agent / Employee
Overview Assistance in
automating part of
their tasks
• Speeds up parts of
processes
Strengths • Capable of handling
rules, data, etc
• Server based • Cognitive learning on • Combines elements
decisions on text
automation multiple input of previous
inputs
• Can be used in logical (written, spoken) technologies
• Can be used to read
processes requiring • Deployable in back • Can potentially run a
and act on customer
limited intelligence and front end roles branch by itself
e-mails
• Zero-touch process • Standardized
• Faster assimilation of • Self-learning systems
that runs 24/7, is customer experience
faster than humans
large unstructured that handle complex
with zero human
data sets problems by its own
and eliminates errors intervention

• Call-center, E-mail
E.g. • Account opening, etc • Payroll, ATM Recon • Robo-advisory • Humanoid tellers
processing
 Illustrative use cases for RPA
Illustrative use cases for RPA

Service Request Processing A/ c opening & onboarding Tx Processing & Recon

• Account closure • Agri loan Collateral • Monthly corporate salary

• Form 15G/Form 15H registration and processing
processing • Small business loan
• Account transfer and processing, limit set up
scheme code changes • New customer de-dupe
• ATM Dispute settlement check validation
• POS dispute settlement • Corporate digital portal
• -- access set up
• --
request processing
• ATM transaction
Reconciliation
• Inward Cheque
processing/ rejection
management
• Retail asset
disbursement processing
• Easy pay reconciliation
• ECS Mandate processing
Leading global bank in South Africa
 The RPA software market is
The RPA software market is growing fast
growing fast
RPA ISV market size1
US$ million XX CAGR (2017-2019)

1,400-1,800

70-90%

92-97%

480-510

~230-270

2016 2017 2019E

North America is the largest RPA market and BFSI is the
biggest sector

RPA adoption by buyer geography RPA adoption by buyer industry

Revenue in percentage Revenue in percentage

Middle-East and Africa 3%

Others 12%
Continental Europe 17%
Travel & transportation 4%
Manufacturing 7%
Asia Pacific Govt. & public sector 4%
14%
Retail & consumer 9%

United Kingdom Healthcare & pharma 10%

19%

Telecom & media 16%

Americas 46%
BFSI 38%

2017 2017
RPA ROI considerations
Robotic process automation methodology
Deloitte has developed a robust and proven methodology for RPA

Socialize Strategic Design and Development Sustain

Steps

Evaluate Proof of Value (optional) Strategize Succeed Ongoing Support

Objectives

a) Define scope, applicability and impact of a) Pilot selected Process Robotics process a) Define strategic target state for a) Develop target solutions and end a) Determine ongoing support model
potential Process Robotics b) Measure the performance of pilot business state design for automation
b) Agree on key requirements and evaluation against objectives b) Determine level of automation b) Execute operational improvement b) Embed continuous improvement
criteria potential and level of change/ and robotics deployment and Process Robotics innovation
investment required across the business

• Catalogue of in scope Process Robotics • Automated pilot process • Automation Strategy • Detailed business requirements • Defined governance model
Outputs

processes
• Delivery options model and vendor selection
• Business case for Process Robotics POV
• Performance analysis
• Training materials & communications
• Lessons learned
• Current state analysis
• Target operating model and key
process design
• Projected performance model
• Implementation roadmap, resourcing
and business case
• Configured robotics software
• Target procedure and training/
comms materials
• Command and control management
and deployment
• Benefits tracking framework
• Defined change management process
• Periodic automation and performance
reviews

Better understanding
on specific client’s Feasibility
challenges
assessment

Interest in Proof of Implemen- Project Ongoing

RPA Creates RPA enthusiasm Concept tation plan start Support
in early stages

Scale fast

© 2017 Deloitte The Netherlands Robotics | facing the implementation challenges 1

How to implement an RPA
• Determine the right functions to automate.
• Assess the processes.
• Select the RPA vendor and deploy the software.
• Set in place a team to manage the RPA platform.
Developing an automation strategy
 Everest Group RPA Products PEAK
Everest Group
Matrix TMRPA Products PEAK Matrix™ 2018
2018
High Leaders
Leaders
(Market success, portfolio mix, and value delivered)

Major Contenders UiPath Major Contenders

Blue Prism
NICE Automation Aspirants
Anywhere

Kofax Thoughtonomy Star Performers

Softomotive
Market Impact

EdgeVerve WorkFusion
Pegasystems
Kryon Systems
Redwood Software

Contextor
Jidoka
AutomationEdge
Datamatics AntWorks

OpenConnect

Aspirants
Low
Low High
Vision & capability
(Vision & strategy, development & integration, deployment & maintenance, product training &
support, and commercial model)
 New age automation platforms are
enabling rapid adoption of RPA
technology within enterprises
New age automation platforms are enabling rapid adoption of RA technology within
enterprises

Founded: 1998 Founded: 2010 Founded: 2003 Founded: 2012 Founded: 2001
Company HQ: New York, USA HQ: New York, USA HQ: San Jose, USA HQ: Bucharest, Romania HQ: London, UK
Information

WorkFusion Smart Process Blue Prism Virtual

Automation Platform Workforce Platform
WorkFusion WorkFusion
Offerings Chatbots RPA Express

3300-3800 200-300 800-900 350-450 1100-1300

Global Platform
Talent Base

Banking, Insurance, Banking, Insurance, Banking, Insurance, BPO, Telecom, Utilities,

Banking, Insurance,
Retail, Healthcare, Healthcare, Energy, IT, Healthcare, Energy, Healthcare,
BPO, Telecom, IT, Retail
Focus Verticals
Utilities Manufacturing, Media Manufacturing Banking, Insurance

High High Medium Low Low

Cognitive Capability

Illustrative Clients

Other RA
Tool Vendors
Source: Company websites, Zinnov Analysis 11
 RPA Architecture...the Control Room
RPA Architecture…the Control Room
Data Desktop PDFs, Scanned
Web App Mainframe Database MS Outlook MS Excel
Sources App Images

*BOT commands
BOT Creator (BOT Development Client System) BOT Runners (Runtime System)
Create BOT 1 BOT 2 BOT 3 BOT n
Edit BOT
BOT
VM / Desktop (Windows OS) VM / Desktop (Windows OS)

APIs (HTTPS / HTTP) APIs

Control Room

Work Load Operations BOT

Dashboard User Mgmt. Audit Trail **BOT Farm Reports
Manager Room Scheduler

Company
*** RPA DB
Database

* BOT commands – Object Recorder, Database command, excel command, app integration command, OCR command etc.
** BOT Farm – View of all bots with user, IP address, application path and schedule credentials
*** RPA (Robotic Process Automation) Database for audit trail and reporting
TCS Confidential
 Zinnov Zones for RPA Services
Zinnov Zones for RA Services

Overall Ratings
High
Nurture Zone Breakout Zone Execution Zone Leadership Zone

Full Participation by Service Providers

Scalability (Clients, Talent, Financials)

Accenture
IBM
Partial/No Participation by Service Providers Genpact
Capgemini

HCL Wipro
L&T Infotech
Atos TCS
Syntel

VirtusaPolaris

Tech Mahindra
WNS
Intelenet EXL

Hexaware
Mphasis
Xoriant
EPAM
Tieto
Zensar

Low High
RA Prowess (Offerings, Innovation Ecosystem, Value Added, Business Models, Future Outlook) 25
Source: Data shared by participant companies, Zinnov Research
 Challenges in accelerating RPA
deployment
Challenges in accelerating RPA deployment

Scale of Labour cost Availability of

operations differential talent
• Need to have minimum • Indian labour cost • Newer technology; so
critical mass for RPA significantly cheaper limited availability of
deployment relative to western right talent
markets

Robot Process Evolving platform/

management knowledge gap technology
• Need support for • Need strong • While relatively mature
disaster recovery and mechanism to ensure compared to AI; RPA
network load balancing adequate still is an evolving
documentation capability
What do the latest developments in RPA solutions mean for
enterprises?
Business intelligence
Advanced analytics on rich process level
data for actionable insights supporting:
Strategic decision making
Optimization of processes
Virtualization of infrastructure
Enablement of the shift from physical
hardware and servers to cloud-based
virtual machines
Built-in disaster recovery and lower risk
of data loss
All other benefits of cloud infrastructure
such as higher computing power,
scalability, and lower infra cost
Higher automation rate
Moving beyond structured data (50%-90%
of an organization’s data is unstructured)
Move towards higher STP rates
Faster and easier implementation
Rules-, AI/ML-, and analytics-based
automations
Interactive interface for robot configuration
Libraries of plug & play and reusable function-
specific automations
Faster roll-out of RPA use cases
Savings in implementation cost
What it means
for enterprises? Enterprise-grade scalability
On-demand virtual workers
Elastic virtual workforce capacity
Easier control & maintenance
Better process governance and control
Higher resilience to system changes
Optimal utilization of virtual workforce
Savings in running and maintenance cost with
self-managed & self-healing robots
Usage-/utility-based pricing
 The advent of intelligent automation along
with business model transformations is driving
the growth momentum
Further, the advent of intelligent automation along with business model
transformations is driving the growth momentum

1. Intelligent automation Key Trends in RA Market 4. Centralized control and monitoring

Intelligent Robots is the next frontier of RA. Companies
already deploying robots with cognitive and AI abilities
(ML, NLP, NLG) for complex workloads
e.g. UBS using AI to identify behavioural information from
unstructured data sets to show relevant wealth
management products to customers
Bot Farms being created which help scale up or scale
down bots as per demand
e.g. BotsInsight from Automation Anywhere for real
time analytics; WorkFusion offers controls to make
changes and deployment

2. Robots pre-built in enterprise software

Enabled by APIs, robots are expected to come inbuilt
5. Demand concentration
to automate relevant most common deterministic North America accounts for more than half of the RA
workload market and Europe for another one-third. Also, large
e.g. Pega acquired OpenSpan - Combination brings enterprises constitute more than 70 % of the market
robotics and analytics capabilities to their core - case
management

3. Free tools? 6. Whitelabeling of products

RA market may follow the “Free Basic” Route, with the Technology vendors such as IPsoft have white-labelled
minimum enabling tool being available for free their products (IPcenter) allowing SPs like IBM, Cisco, etc.
e.g. WorkFusion made their basis RA offering free for to create their respective automation offerings
enterprises

12
EXHIBIT 5
Required Not required
Automation technologies
come together to build smart
digital workforce for various Bot Automation technologies Learning Data type
business requirements
Automating various applications Yes Structured and
Source: Everest Group (2017) on agent's desktop or virtual semi-structured
RPA AI
applications and learning from
past customer interactions to BPM OCR
Agent-assist suggest the next best action

Executing rules-based processes No Structured

involving copying data from one RPA AI
application to another
BPM OCR
Copy-paste

Matching transactions across Yes All types of

disparate systems including RPA AI data including
subjective mapping unstructured
BPM OCR
Reconciliation

Classifying documents, Yes All types of

transactions and emails into RPA AI data including
workflows unstructured
BPM OCR
Dispatch

Gathering data from unstructured Yes All types of

documents and entering into RPA AI data including
systems unstructured
BPM OCR
Data entry

Identifying the intent and Yes All types of

resolving customer inquiries in RPA AI data including
natural language over voice or unstructured
Chatbot text BPM OCR
EXHIBIT 7
Learning process
Digital transformation of
Front office Back-office
front and back-office
operations Multiple data sources
Calls back-office bots
Source: Everest Group (2017)
for required information
BPM orchestrates the flow of work across human
BPM/Workflow tasks, bot tasks, and system tasks to enable
end-to-end automation
Unstructured data

Omnichannel customer touchpoints

Stage 1
Manual process with OCR to extract data

Inquiry Stages 1 and 2 run simultaneously

Customers Stage 2
Routes to agents for Load distributed between Captures clean data and selects ML
high-complex queries agent and cognitive bots algorithms to train AI
or exceptions

Structured data Stage 3

Chatbots handle Agent-assist bots Cognitive bot developed and added to
low and medium- help agents the resource pool
complex queries handle inquiries

If confidence level is low

Stage 4
RPA bots handling back-end Humans manage exceptions and the
transactional processes cognitive bot learns

Exceptions handling

Exceptions handled by agents

Core applications
CRM 1 CRM 2 ERP 1 ERP 2

Smart workforce
Chatbots Human agents Agent-assist bots Human agents Cognitive bots RPA bots