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Several science fiction films have pitted humans against machines, from “Blade Runner” in 1982 to the famous “Terminator” in 1984 and more recently “I, Robot” in 2004.
Something that is almost common in any of these science fiction stories is that at some point in history, the robots that were created to help humanity turned against us due to autonomy that perhaps in those stories did not have a defined name but that today we could call it “Artificial Intelligence” (#AI), they sought not only to control us but also to annihilate us. And I would like to believe that thanks to these stories, the idea has spread that at some point, somehow, this can happen with any Robot or #Bot in real life; although it may seem funny, you would be surprised to know that it is a real fear today.
In this digital transformation process, where we have promoted the automation of repetitive manual processes, I have encountered the fear that this implies on multiple occasions. I frequently hear expressions like "It's going to take my job!" or "What happens if the bot suddenly starts doing things on its own?"
So, what is essential to know to carry out successful automation?
In the following lines, I will share some key concepts from our experience automating manual, repetitive processes, which are essential for carrying out an effective process from an operational and financial point of view.
First, it must be clear that a Bot or automation will seek to make people's work more efficient by carrying out repetitive processes that may be tedious, require one-on-one iterations, exchange information between systems, involve recurring copy-and-paste actions, compare data, etc. In this way, we will allow our human team to focus on tasks that require judgment and in which we can enhance their talents.
Second, automation through #RPA (Robotic Process Automation) does not mean I can directly replace a person with a bot. Unlike a person who usually performs multiple tasks, the bot will perform specific punctual tasks, not more than those it was programmed for. Unlike automation through RPA, it must reduce time to make sense within an organization, which translates into increasing productivity. To do this, it is essential to carry out a discovery phase within each company's processes, identifying those processes that consume considerable time but do not require human criteria to be executed. Once these candidate processes have been identified, their criticality within the day-to-day must be evaluated to determine if it is an activity that would be worth automating. And for this to make sense, from a financial point of view, the ROI of said automation must be considerably fast. The cost of automation must be less than the cost of person-hours to carry out said activity over time.
Fourth, automation will give us another great advantage that is often overlooked. Bots can run 24/7, 365 days a year, without human supervision or interaction. They can execute or continue executing these tasks during non-working or out-of-office hours. Using nights and weekends to perform processes that our team of collaborators or clients will already have available when they arrive at their workstations is an added value that automation processes provide.
Finally, automation in companies should not be seen as a threat to people's job stability but rather as an opportunity to evolve towards more strategic and higher value-added roles. While it is true that automation can replace repetitive and routine tasks, it frees workers to focus on activities that require more complex and creative skills. Employees can devote their time and energy to tasks involving decision-making, problem-solving, and creativity, in which human intelligence remains irreplaceable. In addition, automation can boost efficiency and productivity, which in turn can generate economic growth that could create new jobs in emerging areas and expand companies.
After these points, it is essential to be honest about the risk of automating or implementing bots through RPA. The most significant risk we will be exposed to once we achieve successful automation within our organization is that we will become fanatics about productivity and efficiency and increasingly adopt the automation of those repetitive processes that take away valuable time from our suppliers, clients, and collaborators.
Throughout numerous projects in which WAU has participated, we have witnessed the transformative role that Bots play in the digital transformation landscape. From automating repetitive tasks to improving customer experience, Bots have proven powerful tools that drive operational efficiency and innovation. Our expertise in different industries and countries in Latin America has taught us that the intelligent implementation of bots can optimize internal processes and enrich customer interactions, offering fast and personalized responses.
As we continue to advance on this digital transformation journey, we are committed to leveraging the potential of bots to drive growth and success for our customers, continually adapting to a constantly evolving world.
If you would like to discuss the challenges you face in process automation as part of your #digitaltransformation, please do not hesitate to contact us.
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