(Click to Enlarge)<\/a><\/em><\/p>\nKey highlights from the HFS Top 10 RPA Provider assessment <\/strong><\/p>\n\nOverall RPA Client Experience has been ‘Good.’<\/strong> The aggregated average CX scores across all assessment dimensions is three on a scale of 4 implying a good overall experience. For most clients, RPA has created value in addition to reducing costs (just not as much and as fast as they heard in the first sales pitch!). For almost all the RPA products assessed, security, controls, accuracy, integration, and out-of-the-box functionality performs as promised. Basically, RPA works!<\/li>\nGetting RPA \u201cproduction ready\u201d is not as easy as promised.<\/strong> The client experience with the amount of coding\/configuration required is rated amongst the lowest. Management of version control and upgrades as well the training and support offered by RPA providers was also sub-par. The primary reason behind this is a classic expectation mismatch \u2013 the RPA providers oversold and overpromised, raising the client expectations beyond normal, that then resulted in less than required client investments towards process and change management. The disappointment associated with RPA is not about the technology itself.<\/li>\nRPA is not very smart (at least as of today).<\/strong> The dimension around embedding intelligence in RPA was rated amongst the lowest by clients. There is considerable confidence in RPA\u2019s ability to process structured data but drops down significantly when asked about unstructured or even semi-structured data. Clients are not convinced about the Artificial Intelligence (AI) capabilities of their RPA products. The good news is that most RPA providers recognize this and are investing in building out capabilities especially around Machine Learning (ML). At HfS, we believe that the holy grail of service delivery will be at the intersection of the Triple-A Trifecta \u2013 Automation, AI, and Analytics<\/li>\n<\/ul>\nBottomline. RPA works but is not a magic wand. Best practices are emerging<\/strong><\/p>\nBased on our in-depth conversations with the RPA clients, we developed a set of best practices that you need to keep in mind when implementing any of the RPA products:<\/p>\n
\nRPA is not a silver bullet. Keep expectations realistic<\/li>\n RPA cannot automate everything. Choose the use-case wisely<\/li>\n RPA success is not about technology. Treat it as a change agent<\/li>\n Automated processes are still processes. Invest in documentation, especially as for complex automations<\/li>\n RPA vendors are product companies. Do not expect them to behave like service providers<\/li>\n Do not side-step your IT folks. RPA success requires IT-business collaboration<\/li>\n RPA products are still nascent. Do not short-change security and testing<\/li>\n RPA is not a one-time exercise. Change management and ongoing governance and the keys to continued success<\/li>\n RPA is not the holy grail. Business outcomes driven by integrated solutions are<\/li>\n RPA does not solve your data issues. Data-centric mindset is the key<\/li>\n RPA offers more than cost savings. Think beyond cost-reduction and figure out how to measure success<\/li>\n<\/ul>\nAnd here is the actual report:\u00a0 Completely free to celebrate our first “<\/strong><\/span>HFS\u00a0TOP TEN REPORT”<\/strong><\/span><\/a><\/p>\n","protected":false},"excerpt":{"rendered":"The rise of RPA is nothing short of spectacular as the market closes in\u00a0on $2bn this year. It has captivated…<\/p>\n","protected":false},"author":3,"featured_media":4070,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[852,90],"tags":[303],"ppma_author":[19,38],"yoast_head":"\n
1. #AutomationAnywhere, 2. #BluePrism, and 3. #UiPath make up the top three in the inaugural HfS Top 10 - Horses for Sources | No Boundaries<\/title>\n \n \n \n \n \n \n \n \n \n \n \n\t \n\t \n\t \n \n \n \n \n\t \n\t \n\t \n