When it comes to trying new technology in a corporate setting — like artificial intelligence, machine learning, or robotic process automation (RPA) — there are often more questions than answers. We asked Gokul Solai, M.D., Novatio Solutions Founder and CEO, common questions on RPA and AI. Here are his insights.
Q: Let’s say a company is looking to dip its toes into the artificial intelligence world and see how it can improve their work. Could you give us an example of what this looks like?
Solai: If you look 25-30 years ago in the automotive industry, a lot of people were doing mechanical and physical work like putting doors on cars, screwing on wheels, and airbrushing. Today, this repetitive, low-skill work is done by industrial robots.
Take this analogy to the corporate world: a lot of mundane, repetitive work can be done more efficiently by digital robots.
Q: So your company provides digital replacements to repetitive work?
Solai: Yes. The best areas for a company to enter into is to identify what inefficiencies could be transferred to a digital worker. We then develop a customized solution for each business, based on our catalog of standardized, industry-wide solutions.
Q: What would that look like in a corporate environment?
Solai: Let’s say someone from the HR department sends an email asking for information internally, followed by the HR person manually use that information to sign up for specific accounts. Our digital workers make sure all the information is correct, confirm the details against other documentation, and move data onto the necessary platforms.
Q: So you are saying the digital worker doesn’t perform all the tasks, or replace the HR representative? Their work is being checked, supported, and made simpler?
Solai: Our company’s goal for artificial intelligence is not to replace employees. It is a collaboration where we utilize the best attributes of the human team member and the best attributes of the digital team member.
Q: What does a human worker and digital worker bring to the table as far as best attributes?
Solai: People have unique skills in judgement, anticipation, and ability to relate to customers. That paired with the best attributes of AI, which is data analysis, continuous learning, and flexibility. This allows the company to provide an experience to customers that is better that humans and AI separately.
Q: You told us about a Human Resources department case study, how else might your digital workers impact a company’s productivity?
Solai: Another example is in the area of customer care. How many times have you called in to a bank or insurance number only to be on hold longer than the call itself?
Q: That is definitely an area of concern for customers. What have you done to make this better?
Solai: We’ve implemented our digital workers into situations just like this and have improved the ability to identify the needs of the caller faster and get them to the perfect person to resolve their issue. This reduces customer frustration and moves to company forward in customer satisfaction levels and sales retention.
Q: What would you say, once your digital workers are “released” into the organization, is the normal learning curve to get things rolling?
Solai: I am always getting this question — the question of artificial intelligence implementation. Digital workers are not “one size fits all,” so we like to come in and do a consultative approach in the organization. Implementation and collaboration between the human team member and the process take significant work to set up on both sides, beyond the flip of a switch.
Q: What sort of processes do you have for implementing digital workers with the companies you work with?
Solai: We actually have a digital worker university for all our projects. We know that if the team members, managers, individual contributors, and executives understand and are taught the significance and value of the artificial intelligence support, they will be more interested in pushing through a learning curve. We give them the tools and learning they need to understand exactly how to interact with their partnering RPA.
Q: Is this a normal offering in the artificial intelligence space? It seems like there is so much hype around AI and not a lot of companies know what to do with the topic.
Solai: It is very common. We are unique in our digital worker university training. Other organizations might offer shortcuts that AI provides as a sticker to slap on, but we analyze the need and walk all related parties through the solution and technology.