Welcome

Augmentation or Automation? – Humanising RPA

Sponsored by NICE and Symphony
Thursday 1 October 2020
Zoom

Companies from banking to telecoms, healthcare to manufacturing, are looking for ways to improve key business functions, drive excellence in customer experience and ensure regulatory compliance, all the while keeping a remote workforce happy, productive and engaged.

There has been a push towards Robotic Process Automation (RPA) to deal with back-office processes and free up time for more value-add work. While this can deliver return on investment and provide consistency, there is more value that can be realised through strategic automation deployment.

Many are now turning to desktop-based models of ‘attended’ robots or virtual assistants to help employees in real-time, transforming not just the back-office, but also customer service capabilities.

This roundtable is for everyone on an automation journey - from considering to scaling - discussing what the barriers are to roll-out, the impact of the pandemic on operational agility and what new technologies can do to assist the human touch.

Topics for debate:

• What is your key priority for supporting staff as they transition to working from anywhere in the context of COVID-19 and beyond?
  
  
• What impact do your employees have on a customer’s journey?
  
  
• Have you used RPA to automate any of your employees’ work?
  
  
• If you already use RPA, then what has the impact been and what limitations have you encountered?
  
  
• What are the best ways of integrating automation and ensuring employees feel supported rather than threatened by automation in the changing world of work?
  
  
• What challenges have been encountered when deploying enterprise solutions?
  
  
• How might augmentation, rather than automation, play a part in how your staff work?
  
  
• What new challenges are your employees and customers likely to face in the future?

Timings:

12:30 – 12:40   Editor’s Welcome
12:40 – 14:00   Topic Discussion

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