What if my already automated process has to go through a change?

“Change is the only constant. Hanging on is the only sin,” says Denise Mcluggage.
If there is any living example of the above idea, it is life itself. A caterpillar would most likely stagnate and destroy itself, if it decided never to break free of its comfortable cocoon. If a seedling remained under the soil in its most basic form, flora and fauna would never see the light of day. And last but not the least, had the caveman become complacent in the uncertain safety of the cave, we at XLNC wouldn’t be writing this blog, and you’d not be reading about Robotic Process Automation – a process that is rapidly changing the working of organizations.
We’re back with a blog; and today, let’s discuss what’s rightly touted as the most constant factor in the face of the earth – ‘change’. And in automation terms, change takes the form of a process known as “change management”. While RPA can change an employee and organization’s lives in very relieving and efficient ways, it can also prove to be a very unwelcome change to some employees and organizations, in that it pushes the workforce and its members out of the comfort zone of manually performing repetitive tasks. Coupled with this dilemma, there can also be certain sudden changes in the already planned end-to-end automation process, which can further lead to chaos and confusion, and a general animosity towards automation. But change management, when performed optimally, can change the entire scenario for the better:

1.What is change management?
Imagine you’ve spent all your valuable time identifying a certain business process that can be automated, and holding meetings with SMEs and automation software providers regarding the end-to-end automation process. Then, after the recommendations and other formalities, the RPA developers get to work, committing themselves to giving life to your bot. Then, suddenly, an organizational policy changes, and you realize with utter disbelief that the bot being developed for you no longer has a utility value in its original form. So now, are your time, energy and efforts all in vain? “Not at all,” replies change management. Change management helps you effectively modify the automation process, by performing the necessary alterations to the existing process, and adding or eliminating processes as and when required.

2.But…tell me more. Will it cause a hole in my pocket?
Rest assured. If an automation software platform offers change management, it should also ensure that the process is carried out efficiently, and in as cost effective a manner as possible. The automation software providers are typically prepared for any alterations or modifications that may take place at any point of time in the course of the process.
A typical change management process begins with the client disclosing the need for a change in the already planned end-to-end process. Thereafter, the client and the automation software provider sign an agreement with regard to the changes agreed upon between the two parties with regard to the ongoing project. Here, the client also specifies the priority and complexity levels of the change to be carried out; along with a Timelines matrix indicating the approximate duration of the project after incorporating the required changes. The client also notifies the provider about the changes via the Change Management module. The changes are then deployed in the bot, along with the Exception Management information; i.e., what the bot must do if the process cannot be performed, for some reason, in the usual manner.
Once the lengthy process of developing the bots based on the changes agreed upon is completed, a customer satisfaction survey is conducted, where the customer gives an account of whether the change management has been performed in a satisfactory manner, and if it is being implemented purposefully in the workplace. Then, the solution architect validates the Exception Management process, and the resolution percentage rate is evaluated. Finally, customer satisfaction is gauged once again, and a report is drafted based on the same. Lastly, the change management module is drafted and updated, and the process is concluded successfully.
Change is a very integral part of any process; and regardless of the amount of planning that goes into developing a process, it is always important to be mentally prepared for any sudden need for a modification or even elimination of the project. And change management is the panacea to your RPA change requirements.

ARTIFICIAL INTELLIGENCE VS. HUMAN INTELLIGENCE: THE BASIC DIFFERENCES

“The entire effort of artificial intelligence is essentially a fight against computers’ rigidity,” says Douglas Hofstadter.
“Hi, Alexa!” you say on a busy morning. And in the next few minutes, you are thanking the voice behind that device, which has performed some significant tasks for you.
You have an arm injury, but want to travel in the comfort of your vehicle. Your fully-automated car drops you to your workplace with zero efforts on your part.

Welcome to the magical world of AI! In this hastily transforming world of constant hustle-bustle, imperfection and time-lapse is frowned upon, and constant movement encouraged. While perfection is a utopian concept for humans, and cannot be expected of mere mortals, this and more is certainly being achieved by our very own Frankenstein’s monsters – Artificial Intelligence. Over the past few years, AI has taken unbelievable precedence over various walks of our lives; from education and industries to household and hospitality. While OK Google, Siri and Alexa compete to provide you best-quality services (and some ROFL moments too!), hotel industries are now making use of robots to take orders and deliver food.
But does the advent of AI threaten human intellect and agility in any way? Is the world becoming dangerously dependent on an external force? And have we worked so hard to build these artificial devices just so that we stop working?
We are back with a blog, to discuss the basic points of difference between our AI Frankenstein monsters and us:

1. “To err is human…” – in the truest sense
And that’s because AI cannot err. Of course, unless the human creating it may have committed an error. Artificial Intelligence is capable of performing even the most complex of tasks and algorithms with perfect ease and efficiency. Your AI does not recognize Monday Blues or Sunday offs. Or snoozing off at the traffic signal while driving.

2. “To be or not to be…” Ask AI!
Not only that, AI is also being used to predict future instances using the information available in the present. This feature of AI is being widely used in different domains; including data analytics, lead ranking and face recognition. These predictions often allow humans to take important decisions that can ensure a better future for the industry. Such predictions, if left to humans, may require them to invest a high amount of time and effort. But sometimes, it is also important to take those “emotional decisions” and make abstract considerations, which is clearly not AI’s forte.

3. Sorry. The creative juices don’t flow here.
OK Google might probably recite you a poignant poetry or two every once in a while, but that’s about it. It’s “inhuman” to expect human emotions and feelings out of AI. And that’s the reason one cannot instruct AI to come up with creative marketing strategies or out-of-the-box ideas.

4. All outcomes are created equal.
AI provides exactly the same treatment to every outcome of an activity, regardless of the number of times it has been instructed to carry it out. With humans, consistency (or the lack of it) can prove to be a major challenge, since not only two humans performing the same task, but even the same human carrying it out at different times, can produce remarkably different results.

5. Slow down, dear human….
The human-mind is an ocean, consisting of a huge reservoir of thoughts, emotions, feelings, sentiments…and all sorts of quirkiness, too. We are forever on our toes, trying to take leaps from one point to the other; and in the process, getting done a hoard of tasks all at once. But that’s not how AI works. Your AI tool cannot handle all your multitasking. The con – you have to be patient with it. The pro – the quality of work is never compromised for quantity.

6. Old is gold for AI
While you may be adventurous, outgoing and open to new experiences, AI is not easily adaptable to new changes, and takes quite some time to get accustomed to them.

7. Man is a social animal, but AI is not.
Humans have been surviving and thriving in a highly interactive, collaborative and communicative civilization. Unfortunately, AI is very new to this world, as still finds it a struggle to adapt to new and challenging social scenarios. For AI, the programmed information serves as the ultimate truth, and thinking beyond these boundaries of human programming is not its cup of tea.

At the end of the day, more than comparing human-intelligence with AI, it is important to realize that while AI consists simply of high IQ, human intelligence is a smart blend of IQ as well as EQ. So your AI can do wonders when it comes to rule-based tasks that do not require abstract thinking, but cannot handle tears and heartbeats. Hey, that’s probably why AI is also being used to do some risky tasks that humans cannot perform due to emotional and mental vulnerability. Food for thought!

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