Practical experience of implementation of Business Process Management Suite and RPA technologies discussed on Elma Day 2019

In Moscow there took place the Elma Day 2019 conference which work was opened the performance by the founder of the company Alexey Budin who noted achievement of a considerable quantitative boundary in Elma development – more than 15000 implementations.

Alexey Budin, founder of Elma company

The market of Business Process Management Suite is a management of the structured interaction. We reduce chains - we reduce cost. We made it and thought - what's next? In chains of business processes still there were people. And we decided to try to reduce cost, having withdrawn from a chain of the person that led to use of cognitive technologies. Alexey Budin, founder of Elma

The speaker noted that at this stage there are no standards of implementation and operation of similar solutions, all knowledge is concentrated at the practicians working at this market for this reason the conference is devoted to practice of use of modern technologies in this sphere.

Artificial intelligence for large business

On smart use of robotization - taking into account process performance in general, Alexey Trefilov, the director of Elma stopped.

The systems of the class BPM, the speaker noted, helped to adjust the course of accomplishment of business processes that is especially important for the large companies where heads begin to send each other documents, declining all responsibility, there are so-called "vertical wells". By means of BPMS transportation of documents, control of their execution were transferred to a system which provides information in the necessary volume and in the correct time. As a result it became simpler to contractors to perceive information, to make optimal solutions, but there were also problems. First, a bpm-system automates office, and workers of production of access to it have no, secondly – there is a need of studying of the interface of one more system, and thirdly - monotony of work for the head at this conjuncture – he begins to work as on the pipeline. Similar work, as we know, suppresses creative capabilities of the person, the speaker so he in the remained time of day of other desires except how to drink coffee at the head does not remain reminded, and he should think of strategy.

Alexey Trefilov, director of Elma

And further Alexey Trefilov told about the solution Elma Intelligent Automation. Use of a system guarantees, first, business process automation of the company, secondly – use artificial intelligence (AI) for automatic decision making, thirdly – use of such smart channels of interaction as different messengers, mechanisms social networks. The speaker told about each aspect in more detail.

Robotization well works together with the bpm-solution, providing success in interaction with this tool of business process optimization. The Bpm-solution undertakes a classical task of the organization of interaction of people within uniform process, RPA automates a routine. So, gradually interspersing robots, we optimize process in general. Alexey Trefilov, director of Elma

In conclusion the speaker gave an example from practice – the company already implements a case using the robot at a design of a complete packet of traveling documents.

With the report Anton Berentsev, Intellect Lab talked about a topic of use of a neuronet in business processes of the company.

The speaker selected two types of tasks – "where everything is clear" and "where not everything is clear". Respectively, in the first case it is possible and it is necessary to involve artificial intelligence, and in the second – the person. One of natural scopes of AI – the system of recognition and processing of primary documents, people carry out such tasks long and not always correctly. Specialists of Intellect Lab taught a neuronet to process and distribute documents "in 1 second" - several fields will be recognized, the contractor of the document is automatically appointed. And further Anton Berentsev stopped on steps which the company which decided to implement at itself this case will need to make:

1) define a circle of problems - routing of agreements, distribution of requests from users, determination of terms of depreciation and others;
2) understand whether it is possible to use AI;
3) describe the data structured or unstructured, costs for digitization at the same time are reasonable;
4) understand what problems can be solved based on AI - for example, to predict sales growth, a hardware failure, to execute classification of agreements and clients;
5) predict result of implementation, understand that qualitatively other the company – for example will receive, radical decrease in time of execution of process for internal and external clients, cost reduction;
6) understand where here money – economy on salary, due to acceleration of processes, decrease in number of errors.

In conclusion the speaker listed spheres of business for which the Intellect Lab company already creates ready robots - finance, supply, document flow, support of business processes, and told about some examples of application them in practice. For example, the big flow of incoming letters, a different format - 48,000 letters was characteristic every year of one production company. It was required to enter automatically the document into the system and to appoint the contractor. Decrease in labor input by 30% was as a result reached, three employees are laid off.

We are filled in by a cold, gray wave of the routine, done day by day tasks, and they become more and more. 10 thousand agreements a month will surprise nobody, it is more than 30 thousand monthly requests from users – too not news. We need to reduce constantly costs, at the same time the range of tasks steadily extends. Also there is only one solution to this problem – it is necessary to shift the solution of routine tasks to the one who will not demand a lot of money, and it is the machine. Anton Berentsev, Intellect Lab

Conferees of Elma Day 2019

In practice of use of colloquial artificial intelligence - chat-bots, questions of creation of interfaces of the last generation in corporate systems Svetlana Ivanova, the head of customer relations department of Just AI company stopped. In 2011, she noted, artificial intelligence technologies were not strongly developed, to enter the market to developers there was nothing and only the last 3-4 years appeared products which are possible for selling.

Among other the speaker told why hr-bots what types they are - external and internal are necessary. The large companies, she noted, first of all are interested in external bots as face a big flow of persons interested to work in the organization that generates a strong flow of questionnaires. The external hr-assistant is capable to perform the following operations, for example:

• carry out the first stage of an interview;
• hold testing of the candidate for a vacancy with a possibility of automatic evaluation;
• tell about a position, working conditions and salary, an insurance, sick-lists, bonuses, career;
• send interview invitation or remind of it to the candidate;
• send questionnaires to e-mail;
• interact with "cold candidates" for the purpose of their return to "funnel".

The internal hr-bot finds broad application too, Svetlana Ivanova, the more in the company of employees noted, the it is more than various requests from their party – to receive the reference, to issue an application for a holiday and many other things.

In conclusion the speaker mentioned the implemented case - the bot for search of vacancies of HH.ru used in Yandex browser on smartphones and in the Listen, Yandex application. This AI-application is able to look for, in particular, vacancies on a job title, to narrow search in parameters, to remember an initial question and to hold a conversation context, to show a salary fork depending on the city, an occupation and a post. One more Just AI implemented by specialists the project – a bot assistant of a support service of Озон.ру – this assistant is invisible to clients, participates only in optimization of work of personnel of a support service of the company.

It is impossible to forget about support of bots. The fact that bots train themselves – the myth. Bots need to say what needs to be remembered what information correct. It is necessary to work with them to increase their efficiency. The bot cannot exist as a separate entity is a part of an ecosystem of the company. Svetlana Ivanova, head of customer relations department of Just AI company

Andrey Zavorin, the chief executive of iVoice Technologies, told conferees about the microservice iVoice Intellect Service platform - the designer allowing the companies to build own products in the field of voice assistants and without knowledge of programming and specifics of development of such solutions.

Andrey Zavorin, chief executive of iVoice Technologies

Possibilities of the platform:

• natural dialogs - contextual speech recognition and recognition on an emotional context;
• recognition of a voice in real time with a delay is less than 0.2 milliseconds;
• recognition balancing - simultaneous recognition on different services using special libraries;
• biometric services – recognition on a mold of a voice of the personality, a sex, age and other data;
• training of neuronets and machine learning, existence of special dictionaries;
• creation of omnichannel communications via any interface.

Today a voice – the most natural interface for interaction of people and computers. Our bots call the doctor, call the taxi, pizza, accept meter readings, write on mounting. This huge number of the entering and outgoing communications – 18 million calls in 2018 for solving of tasks of clients. Scopes of application the most different – medicine, transport companies, retail, telecommunication services, production, consulting. Andrey Zavorin, chief executive of IVoice Technology

Andrey Zavorin told also about results of implementation of voice assistants in a number of the organizations – in the medical center, in the resource and trade and production companies, for holding sociological poll. In the medical center automatic recording to the doctor, the chat-bot on the website, service quality evaluation, informing clients on actions and some other options was implemented. According to the results of automation the quantity of the received calls from the total number of incoming calls grew from 80 to 100%, the average time of connection with the operator decreased from 8 to 1 minute. In a project deliverable significant increase in efficiency in combination with cost reduction was reached – the robot writes on acceptance 70% of patients, daily collects about 1000 responses that several times it is more, than operators collected manually.

For May, 2019 about 300 companies implemented the solution based on the iVoice Technologies platform, the speaker, in the most different spheres and the countries – Russia, Belarus, Kazakhstan concluded, and service will be available in Poland, Cambodia and Vietnam soon.

We faced that there is a trust problem to the robot and this problem key. We recommend to all clients that the robot was represented at once. Otherwise at some point the client understands that he talks to the robot, begins "jeer" or resets connection. Andrey Zavorin, chief executive of IVoice Technology

Possibilities of RPA

Artem Vinogradov, the representative of UiPath – the leader in RPA according to data of Forrester at the end of 2018, reminded that robots are, first of all, the programs emulating activity of the user at the computer i.e. the robot interacts with applications via the user interface. A main objective of use of RPA – replacement of routine work of the person with a machine algorithm, release for the solution of creative problems of forces of employees, including – representatives of the management. Robots can be subdivided into three types – assistants to the user of the computer (Attended Robot), autonomous (Unattended Robot) and hybrid options. Assistants to the user are established on the computer of specialists, independent robots - on separate servers from where access to systems which will contact their help in a uniform chain without participation of the person is provided to them. The representative of UiPath also reminded in an introductory part of the report on forecasts of Gartner according to which RPA technology it will become wide to be used by 2020.

Artem Vinogradov, representative of UiPath

The RPA technology is so simple and clear that its distribution goes with great strides. Our revenue for the first quarter 2019 is equal to revenue for all 2018. Grows including the Russian market. Artem Vinogradov, representative of UiPath

Important point – correctness of the choice of the automated transactions, the speaker emphasized. Most the companies automate the following areas of work:

• routine data entry using the keyboard and a mouse;
• bulk mailing of mail;
• conversion of formats of data, images, presentations;
• reading, input, export/import of data;
• records, requests in databases, management of queues;
• file transfer through network, reading/updating of the websites;
• ERP transactions, storage and routing of documents;
• tracking of the statuses of tasks;
• researches and polls;
• automatic reading the PDF files, filling of forms with robots, work with the normative reference information - an institution, check, deduplication;
• all types of the regular reporting, calculations, analyst.

Important point – creation in the company of own center of examination. Success is connected with creation of the center into which the people from business understanding problem places would enter. Simplicity of technology helps such specialists to become developers of robots, at the same time skills of programming are not required. In return we free of charge learn to analyze processes, we explain how robots work, we offer, including, and serious rates for developers – for example, for the purpose of automation of SAP. Artem Vinogradov, representative of UiPath

In conclusion the speaker shortly told about the UiPath platform which three principal components enter:

1) development environment of robots;
2) an orkestrator – command center robots and task allocation;
3) robots.

The speaker emphasized that a system is not closed, the ecosystem of UiPath which includes also Elma company – as the technology partner grows. In Russia UiPath – is available a year the Russian office, in line emergence of the Russified version of the platform, in a client portfolio more than 40 companies are large banks, producers of chemical fertilizers, the metallurgical companies, electronic shops, publishing houses.

How it is correct to begin and continue to work with RPA - so that implementation of robots did not become an isolated case in the company, one more representative of UiPath Ilya Kochetov told conferees.

At implementation of robots programs there can be two approaches – tactical and strategic, the speaker, and the second noted, of course, it is more preferable.

Symptoms of tactical approach – are not present is accurately formulated the implementation purposes, there is no system of assessment of success, a long and difficult pilot project, the purchased licenses lie on the shelf. Very often we see a situation when people want RPA, but internal examination is not created, assigning to it to the external partner. Ilya Kochetov, representative of UiPath

The speaker and signs of strategic approach listed:

• accurately formulated purposes;
• long-term planning;
• high-quality and quantitative indicators;
• relation to a pilot project as to means of verification of elements of the strategic plan;
• every year – not repetition previous, and high-quality development of RPA.

To coordinate the purposes to strategic approach, it is required to create the system of assessment of the RPA program including monitoring of performance and efficiency of robotic processes, assessment of the benefits and costs connected with implementation of RPA, measurement of degree of employment of robots, job analysis of employees, resource availability.

No matter, what level of a maturity of IT at the company. You can though at the most zero level to begin to robotize. We begin projects of robotization and in state structures where badly understand what is business process, and in the companies where in IT millions are invested, - both there, and there according to the results of implementation of RPA optimization is observed. Ilya Kochetov, representative of UiPath

Alexey Trefilov, the director of Elma, and Shamil Fazleev, the head of practice of robotization of processes of Elma, once again reminded conferees of how automation and robotization can be successful in total, and is specific - about the joint solution Elma and UiPath.

The robot – the tool for automation of chains of tasks, a bpm-system – the tool for business process automation allowing to bridle process, to make it managed was stated by Alexey Trefilov. Both tools are ideally combined, allowing to remove from business processes of people as contractors of routine processes, at the same time a bpm-system undertakes function of the organization of interaction, and robotization – automation of the repeating transactions. It is possible to robotize reconciliations, reporting, filling of screen forms of applications, work with tables of Excel and many other things, but the most interesting challenge which is effectively solved by robots within bpm – interaction with other systems, integration.

RPA as well as at any other technology have restrictions. It is the simple tool expected low qualification of personnel, it is ideal for the solution of easy problems, but loses efficiency at the solution of difficult. Alexey Trefilov, director of Elma

Shamil Fazleev continued the colleague's performance by the story about cases of application of the joint solution Elma and UiPath in different spheres – HR, reconciliation and accounting of documents, work with partners and the third parties.

Within a case use of the robot for accounting there was a task to understand whether the scan is that document which was approved. Reading of documents by the person occupies an enormous amount of time, and the robot performs process of reconciliation of the original document and its scan copy in 15-20 seconds. Upon termination of the procedure of people watches results of check – the file where discrepancies are mentioned, at the same time points where they were found, are highlighted so it is easier for person to pay attention to them. Shamil Fazleev, head of practice of robotization of processes of Elma

Alexey Trefilov summed up a joint performance:

• RPA – not the "silver bullet", this technology is effective when there is an understanding of the tasks solved with its help;
• simple bots it is simple to configure;
• problems of integration of systems are solved during the days, but not weeks or months as at normal automation;
• robots will hardly force out living people - the person can be useful to the solution of interesting challenges;
• the efficiency of robots is perfectly controlled by means of a bpm-system when they are used in pair.

Conferees of Elma Day 2019

Experience of digital transformation in the large industries

Alexander Kreshchenko, the representative "Rosatom of an ACS" - the company which is engaged in design and supply of equipment for the Russian and foreign nuclear power plants regarding automation of management systems told to participants at the event of experience of automation of Rosatom based on the Elma BPM platform. The company was created in 2016 and at the end of 2017 when in work there were about 15 projects, understanding came that using Excel it is impossible to manage such quantity of tasks.

Except Excel at the time of the choice of the Elma BPM platform in the organization worked – and for the present continues to work - EDMS PayDox, but its functionality and opportunities was already not enough. For control automation projects based on Elma BPM selected nine processes:

1) project management,
2) risks,
3) commercial obligations of agreements,
4) labor resources,
5) quality,
6) deliveries,
7) CRM,
8) budgets,
9) researches and commercial projects.

The project team consisted of two parts – on the party of vendor nine specialists who executed about 65% of the total amount of works, and seven people worked at the party of the customer – the remained 35%.

Stages of the project became:

1) development of architecture of management of business process Project management;
2) processing of the current business processes and the description in RMD;
3) development of private technical specifications on nine modules for the main business processes of management of projects;
4) development of solutions on the Elma BPM platform and their customization;
5) testing of nine modules of the first stage of implementation with each owner of process;
6) transfer to commercial operation.

For May, 2019 four system modules integrated project managements based on Elma BPM are in commercial operation, five – in trial, but until the end of 2019 complete transition to the industrial mode is planned. In a system about 300 users work, 650 will work by the end of the year. The contract with Elma ended so the internal Competence Center continues business process optimization independently, without appeals to vendor.

Alexander Kreshchenko noted that the main results of implementation became, first, system approach to project implementation of JSC RASU, secondly - project management in real time, thirdly – an ability to manage loading of staff of the organization with fixing of areas of responsibility, lack of duplication of functions, fourthly - monitoring of business processes.

Before implementation of Elma BPM at us happened that specialists forgot about requirements management, and the organization got on courts. After implementation, hit on courts decreased by 90%.

The representative of VestaBank Elena Berezovskaya a paramount task called need of effective management of the cost of service of accounts of legal entities - it is a main product of bank and also individual entrepreneurs.

Elena Berezovskaya, representative of VestaBank

BPMS are our everything. We have one office in Moscow, 130 employees therefore we are guided by remote canals of attraction and customer service work. The target audience of bank is in the Internet. Time to market – about 1.5 months at the same time two products – both the platform, and landing, and advertizing. At the same time clients receive the fair price for our services.

The speaker told that process of opening of the account of the legal person is integrated with the core banking system of bank, an IP telephony, messengers and the system of check of partners, at the same time about 40% of actions are executed automatically and does not require participation of the person. As a result of integration following features for employees are implemented:

• regional specialists of bank can receive incoming calls on an equal basis with the staff of the Moscow customer support;
• implementation of outgoing calls from a card of the partner or a task;
• convenient preserving of all calls and their results so the employee sees all history of communication with the client;
• automatic opening of a card of the partner at an incoming call.

Elena Berezovskaya noted that use of a bpm-system for analytics gives the chance to estimate runtime of the main objectives the employee, to calculate the average time of accomplishment of this or that process. Thus, there was an opportunity not only to consider efficiency of each specialist, to compare indicators of their work, but also to estimate how completions of software influence accomplishment of processes.

The cost of a product is influenced by not only the cost of process of its creation and sale, but also cost of maintenance of clients, the providing processes, developments, Elena Berezovskaya therefore the bank continuously improves noted and automates including back office processes. For May, 2019 are automated work with the clients performing the doubtful operations, HR, work with correspondence and with documents providing processes.

The process approach – an inoculation which each employee needs to make. It is necessary to decentralize as much as possible processes, to appoint by it owners, to teach employees to manage metrics. Each change in process should be followed by information mailing that the personnel felt taste to changes. We have a huge queue from the employees wishing to optimize something. Elena Berezovskaya, representative of VestaBank

Mikhail Tronin, Obninskorgsintez told about how based on the bpm-platform to manage relationship with distributors. The company uses the solution based on Elma BPM since 2016, for May, 2019 personnel document flow, approval of all documents – agreements, accounts and their payment in integration with 1C, internal service-desk is automated. The speaker in detail stopped for implementations of the next circuit of a system regarding the order management from distributors assuming as external users are distributors, and internal – the staff of the company, work within one system. The project lasted more than a year, the main part of the project – development of specialists of Elma – 65%, the rest - the employees Obninskorgsintez.

Mikhail Tronin, Obninskorgsintez

Within the project were developed, in particular:

• the special interface of the external user - a personal account;
• custom modules on an output of the list of goods, blocking of regular functions for external users;
• integration with services dadata.ru, Yandex. Reference book;
• import of sales informations and to a remaining balance of goods at distributors for further analytics;
• card of the partner;
• passport of outlet.

In development plans for a system – integration with Yandex. Routing. It will give the chance to make the optimal plan of visit of outlets for month. Besides, we plan connection of deep analytics means of Qlik Sense on the basis of information accumulated in Elma BPM. In the summer of 2019 transition to the latest version of a system is supposed. Mikhail Tronin, Obninskorgsintez