Intelligent Automation

On the brink of the 4th industrial revolution, based on the fusion of different technologies, organizations need to reinvent their business models.

At PwC, we understand that in order to thrive in the digital revolution, there must be a balance between business understanding, technology innovation and human insight.

Intelligent automation is the layering of automation and intelligent technologies that enable organisations to transform the way they work and the way they deliver their services.

52% of CEOs are

already exploring the benefits of humans and machines working together

85% of CEOs agree

that AI will significantly change the way they do business in the next five years

44% of CEOs say

Robotics and AI can improve the customer experience

Get an edge with Robotics process automation

RPA is a feature of intelligent process automation that describes logic driven robots executing pre-programmed rules on manual, time-consuming, rules-based business processes.

Intelligent conversational interfaces – commonly referred to as chatbots- are platforms designed to conduct conversations the same way a business professional would interact with a conversational partner, which means to understand, learn and converse as a human.

With the evolution of the technology, chatbots have been gaining more and more traction within the last period of time as they have a wide applicability, from internal HR processes (employees requests and queries) to external B2B/B2C interactions and support.

The main benefits of using such a platform are obvious: increased customer engagement, higher customer satisfaction, significant cost and time savings.

Cognitive intelligence/ AI solutions aim to automate tasks that require human judgement, being able to observe contextual patterns in historical data, learn and use the results to improve the complex decision making process, performing in an intentional, intelligent, and adaptive way.

By leveraging the capabilities of AI, organizations are able to augment their core human-driven processes such as data manipulation, exception management and continuous straight-through processing (STP) improvement unlocking the value across all areas of the business.

How can we help you?

From strategy development to implementation and scalability, PwC can help you determine the right course of action, whether it’s assessing the right automation strategy for your business, identifying the right processes and redesigning them front to back to enable a digital transformation.

We start by defining the “why” and building a compelling case for change and the roadmap to execution. This includes a thorough assessment of the processes considered for automation and definition of KPIs that will underpin the business case. A realistic business case that can actually be achieved.

Opportunity hypotheses across wide scope e.g. function
Creation of “the long list” using a clear set of criteria filters to identify opportunities
Identification of vetted opportunities / validated ROI “the short list”
Creation of prioritized roadmap; investments and benefits

In the core of the implementation, we follow a standard and proven delivery approach that focuses on agile development with clearly defined outcomes. Our experience has shown us that a solid documentation, a well through though and object-oriented approach to development as well as thorough testing are key to stable and sustainable robots. This will reduce maintenance and thus ensure the initial business case can be delivered. In our approach, we allow for:

iterative Assess and Define phrases, during which the exact process automation scope will be discussed, assessed and defined
agile and sprint based Design, Build and Test phrases, during which the design and development of the solutions are being shaped

The Digital Workforce Operating Model is the foundation for every automation program that wants to scale! It is the connection between strategy and value generation and will ensure smooth sailing from opportunity identification to the support model. Only with a clearly defined governance, roles & responsibilities and suitable processes around the robot lifecycle, our clients are able to move fast and scale to harness the full potential of automation. We approach the operating model in three distinct steps:

Establish the Organizational Structure
Identify Roles, Responsibilities and Activities
Define end-to-end processes

At PwC we underpin our automation programs with a holistic approach to change management. Prepare for Change, make change happen, make change stick! And with our proven approach to upskill and build capability, “See one, Do one, Lead one” we ensure our clients become self sufficient in building and operating the digital workforce, in a short time. What does such a change journey look like?

Prepare for change (Leadership Alignment/ Stakeholder engagement)
Manage change (training/ capability training, assess readiness)
Sustain change (workforce transition)

Why PwC?

Benefit from the wide range of PwC’s automation expertise: multiple platforms and product agnostic capabilities

Team of high calibre professionals with extensive knowledge and experience in intelligent automation implementations
Unique combination of industry experience and insights, combined IT and technical expertise enable us to drive the automation and digital agendas for some of the largest companies in CEE
Extensive experience not only with RPA tools but also with emerging technologies leveraging on Artificial Intelligence (NLP, computer vision, ML etc.) allowed our clients to take the automation at the next level

By choosing PwC you will not only get a service but especially a partnership.

Talk to us, we stand ready to help.

Partner of the Year Scaling RPA - Upskilling their workforce with key digital skills, including RPA, to enable their employees to deliver world-class insights to their clients

UiPath, 2019