BPO Work from Home Solution - A2019

Inspiration :

To help Society and Business in the COVID situation by providing an immediate solution which leverages Automation Anywhere’s wen native A2019 platform which serves an enterprise’s need and so they can serve their Customer/society better
Real need for Solution to solve challenges which a BPO’s customer face. Talking with senior leadership at BPOs like Accenture, TCS, CST, firmed our idea.
Build Production Ready solution that supports
Business Continuity Plan
- Business to continue following the same process (workflow, rdp, citrix login, etc.) from the office laptop/desktop which is now at home.
Data Privacy and Security.
Keep the Agent productivity & monitoring intact

Provides a single pane view to Agent, for all customer data on one screen, using Interactive Forms.
Agent to use Interactive Forms and deploy a bot via WLM technology on Remote Runner Machine, so Agent does not access the target application at all (if the use case demands). Alternatively, the agent can trigger the bot on a target application on a local machine as well.
Remote bot takes Agent’s input and perform actions on Target application (e.g. SAP as XenApp or XenDesktop) reside on Citrix machine.
AI Sense 2.0 (A2019) helps performing actions accurately even with screen Resolution changes.
Provides Real-time analysis of transactions/tickets processed by Agent in one single Dashboard – using Bot Insight
Remote bot validates PII data on the remote machine itself.
Only Non-PII data are sent back on the Agents Form view for further updates/validation.
Solution Reduces WLM Operational Overhead by 92% to 95%, creation of Work Queues/Device assignment/Work item creation etc as we have Automated the whole concept. As an instance : Agent = 500 Steps/Process = 5 Execution/Day = 100 Total Manual efforts is [(500) Work Queue creation + (500 Agent x 100 Runs x 5 steps) Work Items creation]

All of above is Automated.

We used latest web-based AA platform A2019.
We used Interactive Form feature to gives a single pan view for Agent.
We built a Custom Command pkg for WLM Work item creation.
We used few APIs to automate Work Queue creations & device association as soon as Agent executes the bot.
Solution helps executing bot on remote runner machine and provide interaction between bot & human to support any process need Human-bot collaboration.
BPO customers do not allow Citrix Agent to be install, so we used AI Sense 2.0 (AI in true sense) to perform Image base Automation accurately, even works on various machine resolutions.
Bot Insight for Realtime Dashboarding.

No inbuilt mechanism to execute a bot on Remote machine. (we achieved using WLM technology).
No default capability to let Human and Remote bot collaborate (exchanging information) with each other. (we used Interactive Form and WLM)
No inherent ability to automate WLM, so to reduce Operation Overhead creating WLM queues/workitems for thousands of Agents. (we automated it 92% to 95%, remaining 5% to 8% is one time Job)
Right approach to design Work Queue, Per Users or Per Steps. (we finally created User-based Work Queue for smooth and consistent results)
Right approach to design Remote Bot Creation/Execution flow. Because One WLM Queue can associate only One Bot, but Agent has to execute multiple Bots (workitems) to complete the whole process. (we created a Master Bot and conditioned it based on parameters passed from Agent (via workitems) and executes right Child Bot and also pass Child Bot output to Agent)
Citrix Agent is not allowed as a BPO practice, challenge was to automate target application (SAP) using IR/OCR and make it work even when screen resolution changes. (We used AI Sense 2.0)

We could build Solution that is:

Most suitable for BPOs & Contact Centers, and support business Continuity.
Helps companies supporting/helping their Customers & society, in adverse time like COVID - 19.
Industry/domain agnostic. Be it Healthcare, Finance, Banking, Logistic, Supply chain etc, it works.
Saleable & scalable and support all aspects e.g. Security/Scalability/Performance/HA-DR etc
Help driving Sales and build Customer trust until an inbuilt capability comes in to A2019.
Fully Automated, reduce Manual/operation overhead.
Production Ready.

Business:

Support Business Continuity is the most important factor even in COVID like situation.
Forecasting problems and start building solutions to support business and the whole society.
Pick a right problem as there is always a way to solve the problems.
Agents get bogged down by juggling multiple screens and repetitive tasks. AHT and NPS suffer as a direct result. RPA can free the agent up to do more judgment based/non-repetitive work. Resolve calls faster and improve customer experience.
Remote agents need virtual setup and training. RPA gets them started faster. Reduce setup and training time.
Expensive to integrate systems for an omnichannel customer engagement experience. RPA reduces the time, effort and dollar investment to get you the same experience, faster. Technical:
Better way of utilizing powerful web based Automation Anywhere platform A2019.
How helpful Custom Command Package & AI Senses features have been.
How individual component can be integrated to derive a solution to support Business Continuity.

Considering wide usage of Excel, we would like to extend the solution using Excel Productivity plugin, by creating Forms in Excel, using Macros etc.
Enhance easiness by creating more Custom command pkgs, so one Command can server multiple actions.
To extend the solution for Contact Centers along with IVR/CTI integrations to support Self Service, Post Call transfer to Agent and Post call Complete, activities.