Are Bots the Second Coming of BPM? « the BPM freak !!
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There is an interesting discussion initiated by Peter Schooff @bpm.com
Are Bots the Second Coming of BPM? What do YOU think?
Are Bots the Second Coming of BPM? What do YOU think?
https://t.co/TYe44iSchD from @JimSinur #bpm— Peter Schooff (@PSchooff) August 29, 2017
My Thoughts:
Bot adoption is definitely growing exponentially (if not on implementation in many places, in discussions for real). Sometimes it is a bit chaotic too – as everyone leverages the buzz words like bots, chatbots, ML, NLP, AI, RPA and many more to reach the nirvana state instantly in their enterprise. It’s a good thought – appreciate it, but not all enterprises need a bot for their specific business scenario and it is a journey. It is important to do a reality check if Bots is what you need or just automation.
Bots do complement the processes and provide some breathing space in scenarios like:
- Developing “Self-Healing processes“, where the system understands and learns to resolve an exception or issue (based on predictive Analytics and historical data)
- Chatbots – for enhancing customer experience and round the clock support
• Overcoming the mundane tasks of a customer on boarding process (monotonous & manual intensive) - Contact Center applications – avoiding hand-offs, tabbing multiple applications and tedious data entry
- ..many more
Bot adoption in an enterprise is not a mandate, instead, it’s a trade-off between Customer Experience (if the business really needs it) vs Maintainability (with investment + supporting yet another set of robotic process). It should be adopted judiciously.
“Bots can be considered as a Segway for Business Processes. If the nuts & bolts of the Segway are set-perfectly-right complementing the Business Process riding it, it can help you cover a great distance swiftly – enriching the customer experience; else you never know where you will finally end up, it could even be the bumpy roads of the enterprise or customer sentiment dismantling it”
Happy Learning!! 
What’s your take?? Any thoughts!
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