thoughtonomy Virtual Workforce for Service Automation

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1 thoughtonomy Virtual Workforce for Service Automation The Thoughtonomy Virtual Workforce uses software to replicate the interactions of people and technology to automate a wide range of operational and support processes quickly, cost effectively and reliably. Deployed non-disruptively, it requires no replacement of systems, deployment of agents, software development or system integration. Automation without compromises.

2 automation the easy way what the experts say... Across the world, many millions of hours of staff in service and support operations are being consumed with activities which could and should be better delivered by automation. By 2017.[automation] will permanently remove head count to drive a 60% reduction in the cost of services Frances Karamouzis, Gartner Predicts, 2014 Automated systems can free staff to do the things that really need them, can improve speed and consistency and significantly reduce costs. transformation through labor automation will be key to innovation for firms with legacy labor processes Tom Young, ISG, 2013 Prepare an automation strategy or expect to get left behind John O Brien, TechMarketView, June foresee offerings around robotics and automation maturing leading to significant cost savings in service delivery Tom Reuner, Ovum, July 2013 But most automation solutions come with challenges which have meant that until now, much of the potential has not been realised. That s because most approaches will require replacement of existing tools, and/or process redesign; will require system integration and extensive customisation; and need staff to be involved in complex change programs as they are implemented. Our belief is that deploying automation should be easy. That s why our technology focuses on automating the way your staff work today. It s not a toolsuite, it s an automation engine designed to fit in to your processes in place of manual activity. No process re-engineering, no tools replacement, no integration, no coding and no big change programs. We ve made it simple to implement, quick to demonstrate value, and flexible enough to work in any environment.

3 The Thoughtonomy Virtual Workforce automates the way an operation works today Consider much of the activity undertaken by support and administrative staff across an organisation - typically they will be engaged in following a structured process based on a given input a request, an event, an incident, a problem or a change. In order to respond to that input, they will typically interact with multiple tools, from and simple spreadsheets to highly customised bespoke management tools through to the networks, systems, databases and applications used both within their own organisation, and those of their customers, partners and suppliers. Our automation engine takes the support and business processes and the system and tools interactions typically performed by humans, turns them into automation procedures and delivers them using our virtual workforce. The virtual workers are trained how to use the systems and applications, procedures are replicated in process workflows, and virtual workers execute them on demand or against a predefined schedule. Virtual Workers will work 24/7. They don t make mistakes. They never have a bad day. They work at machine speeds. And at busy times, in an instant more of them can be called upon to step in and take up the load. They are simple to deploy, easy to manage and quick to deliver value.

4 how the system works Components The automation platform works by using a series of components, like building blocks, which are then connected to form an automation procedure. Application Object components are used to navigate systems and applications effectively, creating an Application Object is like teaching the virtual worker how to use existing systems and applications, to navigate through screens, fields and menus, to read displayed information, and to write data, populate fields and click buttons. Once created, a component can be reused across many different procedures. Processes An Automation Workflow Automation procedures are then created by linking components into a workflow, incorporating choices, decisions, calculations and parameters or data items, which define how to complete a process. Procedures can be built for an end to end process, or as a series of smaller tasks which then have the potential to be linked into a complex business workflow covering a multitude of activities. Virtual Workforce Self Service Portal Once published as live automations, procedures are passed to virtual workers for execution, by the scheduler. This can be at pre-defined times, or triggered by an inbound event such as an , an alert, or a connection to an external system or application. They can also be initiated via the customisable Thoughtonomy portal as shown in the example, or from an existing portal, other system or work queue. The portal is configured as a service catalogue to allow users to initiate common tasks by simply selecting the appropriate action and, if required, completing web forms to provide parameters required by the process.

5 example use cases Using the principles of robotic process automation to create a Virtual Workforce, a wide and diverse range of use cases exist where value can be delivered through the Thoughtonomy platform. Essentially, any process which can be completed through human interaction with technology and a structured decision making process has the potential to be improved through automation. Both internal and external applications and systems, from mainframe to web, thin client to local, can form part of a process. Where tasks and actions have, to some extent, already been automated, the software acts as an enabling technology to link these tasks into an end to end workflow. This section is not intended as an exhaustive catalogue of capability, but serves to highlight some typical and common use cases for the technology. Thoughtonomy staff will be delighted to support the assessment and validation of specific requirements against both functional and business case criteria. 9.1 Customer Services & Support Desk Thoughtonomy can be used to automate many of the common tasks in a service or support desk. These tasks can be initiated directly by a user through a request management system or web portal, via or SMS, or triggered by a service desk agent. All tasks can be recorded in a customer s ticketing or CRM system, replicating the actions of a customer service or service desk agent. Typical tasks include Customer Management. New account creation, change of details, updating of records in CRM systems Service Catalogue. Presenting an online service desk catalogue, using either the Thoughtonomy portal or existing web application, common service interventions can be fully managed and executed online Access Management. Validating identity, unlocking accounts, resetting password credentials across enterprise and bespoke applications of all types User Administration. New account creation, starters and leavers processes across multiple systems and applications Change Management. Recording change requirements, following approval workflows, executing changes across systems Request Management. Managing and executing user requests using customer bespoke processes Problem Management. Managing the escalation of incidents, feeding problem queues, alerting resolver groups, initiating major incident procedures

6 9.2 IT and Infrastructure Support Thoughtonomy can automate a wide variety of manual tasks in IT support, providing either independent automation (end to end process management with no human intervention) or assisted automation (automation of manual tasks with human support either to initiate or approve actions). Typical tasks include; Incident Management. Running diagnostics across multiple technology tiers (including network, server, database, apps and data storage) and aggregating results. Executing standard remediation actions. Provisioning. Triggering and executing integrated server, storage and network provisioning actions across technology tiers, often the domain of differing support teams. Backup Management. Checking backup jobs, validating conditions, running diagnostics, restarting jobs or alerting support staff Patch Management. Managing patching process, checking patch levels, scheduling, triggering, executing using native commands or patching tools and scripts, validating patching outcome. Service Brokerage. Managing brokering interfaces to external providers for services such as cloud, network bandwidth etc. and providing a web-based service catalogue of automated actions. Test Automation. Using virtual agents to carry out application, software and hardware testing through simulated user activity as part of a development or project cycle UAT Automation. Simulating user testing by replicating human users navigating and interacting with applications and systems, measuring and reporting performance metrics Load Testing. Using virtual workers as simulated users to stress and load test by replicating exactly user interactions User experience monitoring. Deploying virtual resources as simulated users to measure and react to performance, latency and usability thresholds Daily Checks. Automating regular manual system and application tests such as ready for trading checks in financial services organisations Synthetic Transactions. Using virtual worker resources to simulate end to end user transactions for monitoring and/or reporting purposes 9.3 Data migration and management By replicating human data entry, the Virtual Workforce can be deployed as agents to transfer, manipulate and migrate application and system data quickly, reliably and with full audit trail.

7 Application Migration. Migration of application data, records and history, as part of an upgrade or migration project. Examples include customer records systems, ticketing tools and CRM systems. Data Rekeying. Simulating user rekeying of data from one system to another where standard system integration approaches are not viable. This includes external (e.g. supplier, competitor or customer) systems and can be deployed as a temporary or permanent fix. Legacy Enablement. Using the virtual workforce to interface disparate and legacy systems, replicating data translation and data rekeying Non-API Integration. Interfacing systems and applications where a full API or coded integration is impossible or unviable Customer & Supplier System Integration. Providing an electronic interface to customer and/or supplier systems where a system to system interface is challenging or not possible 9.4 Connecting process islands It is not uncommon for business processes to span multiple teams or departments within an organisation or beyond. In some cases key tasks within those processes may have been automated using other methods. The Virtual Workforce can be used to connect these process islands into a fully automated end-to-end workflow Connecting Automation Islands. Using the software to manage the triggering and interaction between other automations and combinations of tools and scripts Script Management. Migration of existing scripts and coded sequences into the Thoughtonomy tool to provide security, version control, auditability and consistency while retaining existing development Automation Beachhead. Exploiting the ease and speed of automation through robotics to validate the suitability of processes for automation, test and prove business cases etc. before transformation activity is undertaken 9.5 Back office administration and reporting Using the Virtual Workforce, Thoughtonomy can be deployed across any rules-based manual process where humans are interacting with applications and systems. Examples include Business Service Centre. Processes for Internal user or customer support desks for customer support, technical support and help desk activity. Human Resources. Automation of activities such as payroll and absence management, starter and leaver processes, and employee data management.

8 Finance & Accounting. Automation of accounts payable, accounts receivable, order management, invoicing, collections and reporting processes Procurement. Request management, approval and sign-off, supplier management, invoice reconciliation and asset management processes Supply Chain. Including automation of demand management, supplier and supply management, management of transportation and inventory processes Customer Experience Management. Processes including customer support, technical support, billing and account management and customer loyalty programs Reporting. Processes for the generation of regular reports, which require data extraction from multiple sources and manipulation into a report output 9.6 Digital and online initiatives Using a web based portal or digital form linked to the robotic automation of existing applications and processes to provide a very rapid digitisation of offerings and solutions. Examples include Self Service. Providing customer self-service of processes with an integrated web based portal or service catalogue, linked to process execution via existing systems with online presentation of results. Digital by Default. Linking web front forms to legacy backend systems and processes to offer a digital representation of existing applications rapidly to meet government objectives, but without the need for backend application redevelopment. Consumer Channel Shift. Replacing high volume consumer phone, and mail based requests with real time automated execution via an online presence to reduce cost and improve customer experience.

9 Technology and delivery models see results rapidly Thoughtonomy have created a unique integrated and flexible automation platform, combining our own development with industry leading and innovative architecture components. Our technology partnerships include leading providers such as Microsoft, Blue Prism, Biomni, IBM, Celaton, and Nuance. The solution is delivered from a scalable and secure cloud based Software as a Service (SaaS) environment to over 140 countries from 17 locations worldwide. For specific requirements the platform can optionally be deployed onto a dedicated on-premise architecture. Commercial models Thoughtonomy offer a variety of innovative commercial models to ensure a complete fit to business requirements. These include; Virtual Workers as a Service o Provision of a defined number of virtual workers Virtual Workforce as a Service o A scalable on-demand virtual workforce with capacity available on a ramp-up or dynamic basis Work as a Service o An activity based commercial model related to volume of automated executions completed Self-service automation platform The system has been designed to make it as easy as possible to create automation processes without the need for development skills. Our aim is to help clients to become selfsufficient, and training and support is offered to ensure they can be as effective as possible, as quickly as possible. Building and creating automation components and workflows is the virtual equivalent of educating a new employee. Following standard procedures, automation components are created, linked within a process, and then tested before live release.

10 If you are interested in exploiting the power of automation, without having to make any of the usual compromises, contact us at Global Head Office Thoughtonomy Ltd International House 1 St Katharine s Way London E1W 1UN England

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