The “Light Bulb Moment” is the point when you realize how Robotic Automation and Robotic Desktop Automation could help you boost productivity and drive superior results in the process-centric parts of the enterprise.

1. Welcome to Today’s Webinar:
The Light Bulb Moment –
Learning to Identify Robotic Automation Opportunities
Thursday, May 7th , 2015
11:00 AM EDT

2. A Few Housekeeping Items
Tweet using #openspanautomation
Attendees will be muted. Please enter questions
through the Q&A chat box.
Presentation slides and webinar recording will be
e-mailed to all attendees.
The Light Bulb Moment – Learning to Identify Robotic Automation Opportunities 2

3. FEATURED PRESENTERS
Scott Merritt
Enterprise Transformation
Executive
Raun Kilgo
Enterprise Transformation
Consultant
Chris White
Technology Delivery
and Operations Architect Allstate

4. Today’s Webinar Objectives:
Following today’s webinar, you will have:
Learned how to identify and use automation
solutions strategically to drive employee productivity.
Received “real-world” advice from leading experts
who have led transformation initiatives that yielded
millions of dollars in cost savings.
Understood the foundation for creating a bullet-
proof business plan that articulates the financial,
technical, and operational benefits for your
enterprise.
The Light Bulb Moment – Learning to Identify Robotic Automation Opportunities 4

5. Robotic Automation (OpenSpan Definition)
Any transaction where
automation is used to either
partially (Robotic Desktop
Automation) or fully automate
(Robotic Automation) the work
done by a human.
The Light Bulb Moment – Learning to Identify Robotic Automation Opportunities 5

6. Robots vs. Humans
Math Rapport
Trial & Error
Rules
Matching
Empathy
Retrieval
Understanding
Speech
Vigilance
24/7
Storing Data
Interpreting Images
Inspire
HeuristicsAlgorithms
The Light Bulb Moment – Learning to Identify Robotic Automation Opportunities 6

7. Current State of Opportunity
Mix of Human-Required and Fully Automatable Steps in a Task
Full AutomationPartial AutomationLean Manual
The Light Bulb Moment – Learning to Identify Robotic Automation Opportunities 7

8. Mix of Human-Required and Fully Automatable Steps in a Task
Lean Manual Full Automation
Current State of Opportunity
Partial Automation
Robotic
Desktop
Automation
Robotic
Automation
The Light Bulb Moment – Learning to Identify Robotic Automation Opportunities 8

9. Enter
Account #
Sign On
Web
Enter New
Application
Info
EndStart
Task Level Diagram
Paste
Verified
Process Cycle Time 3 Minutes
Client/
ServerMainframeCRM
Paste
Sign On
Open Web
Page
Copy Cust
Info
Enter
Acct#
Sign On
B
Alt
Tab
Alt
Tab
Alt
Tab
Search
Paste
Customer
Info
Alt
Tab
C
Alt
Tab
A
Alt
Tab
A1,B1,C1
No
Alt
Tab
Yes
Yes
…Etc, etc
No
Identifying Algorithmic Activity to Automate
Start
Complete
New
Customer
form
A CB
Customer
Record
Found
A1
B1
C1
Alt
Tab
Alt
Tab
The Light Bulb Moment – Learning to Identify Robotic Automation Opportunities 9

10. Enter
Account #
Sign On
Web
Enter New
Application
Info
EndStart
Task Level Diagram
Paste
Verified
Process Cycle Time Reduced to 20 Seconds!
Client/
ServerMainframeCRM
Paste
Sign On
Open Web
Page
Copy Cust
Info
Enter
Acct#
Sign On
B
Alt
Tab
Alt
Tab
Alt
Tab
Search
Paste
Customer
Info
Alt
Tab
C
Alt
Tab
A
Alt
Tab
A1,B1,C1
No
Alt
Tab
Yes
Yes
…Etc, etc
No
Identifying Algorithmic Activity to Automate
Start
Update
Customer
Info
A CB
Customer
Record
Found
A1
B1
C1
Alt
Tab
Alt
Tab
= Automated Step
The Light Bulb Moment – Learning to Identify Robotic Automation Opportunities 10

11. YesNo
No YesYes
Yes
Yes
No
No
Processor
Start
Sample Fragmented Back Office Process
SupportServicesProcessCRM
Identifying Algorithmic Activity to Automate
End
End
Start
End
End
No
The Light Bulb Moment – Learning to Identify Robotic Automation Opportunities 11

12. Yes
Yes
No
No
Sample Fragmented Back Office Process
Identifying Algorithmic Activity to Automate
Open request for
overdraft
protection.
Is account
balance less than
zero?
Is there a
related Saving
Account?
Deny application.
Notify applicant.
Deny application.
Notify applicant.
Approve
application.
Notify applicant.
Set up account.
Does it have
a balance greater
than $500
End
End
Yes
No
Yes
No
End
The Light Bulb Moment – Learning to Identify Robotic Automation Opportunities 12

13. Identifying Algorithmic Activity to Automate
SalesForce
Application Usage Timeline
Pega
Attachmate
Microsoft Outlook
Microsoft Excel
Productive Other
Non-Productive
Idle
Idle
Non-Productive
Productive
The Light Bulb Moment – Learning to Identify Robotic Automation Opportunities 13

14. Identifying Algorithmic Activity to Automate
The Light Bulb Moment – Learning to Identify Robotic Automation Opportunities 14
SalesForce
Application Usage Timeline
Pega
Attachmate
Microsoft Outlook
Microsoft Excel
Productive Other
Non-Productive
Idle

15. Identifying Algorithmic Activity to Automate
Work Instructions
Company has made decision to not follow certain policies for high value
customers or low risk transactions, but primary systems do not have these
exception paths.
For these important customers, if their payment is interrupted due to hold code B207:
Josh Walker
OpenSpan Staffing
CNA
Alpharetta Automotive
The Light Bulb Moment – Learning to Identify Robotic Automation Opportunities 15
If charge is… And if documentation or description Then…
$20 or less Override B207 and pay customer.
Between $20.01 and $50.00
A supporting document is attached. Override B207 and pay customer.
A supporting document is NOT attached. Deny the charge with B207.
$50.01 or greater
A supporting document in the form of an invoice is
attached.
Override B207 and pay customer.
No invoice is attached. Deny the charge with B207.

16. How to identify good candidates
for automation
Discuss checklist with SMEs and then observe the process live
We look for tasks or processes
where we could...
... Automate human physical effort
... Digitalize physical assets (i.e. paper,
telephones)
... Automate the prescribed workflow
(Doing by design)
... Standardize work activities for
efficiency
... Manage singular transactions /
simple events
... Persist data for transactional integrity
Where one or more of the following
symptoms are often present
Manual re-keying of data between
systems or for tracking & recording
purposes
People using physical "post -its," virtual
"stickies," or excel worksheets to
remember rules / information that
need to be applied on an ongoing basis
memorize rules / information that need
to be applied on an ongoing basis
Use of excel worksheets or calculators
to perform repetitive calculations
The Light Bulb Moment – Learning to Identify Robotic Automation Opportunities 16

17. Measurement approach
Criteria Components Weighting Measurement Scale
Impact
Cost reduction 50%
Cost out (e.g. 10 FTE reduction X $40K
/ FTE is $400K savings)
Each component scaled
relative to largest oppty
then summed by weight
(e.g. If largest cost red. is
$2M, it gets .5 pts, $1M
gets .25 pts, $0.5M gets
.125 pts, etc.)
Max score = 1 point
Customer / Agent
experience 35% 100%
Customer / agent time saved (e.g. 1
day shorter SLA X1M transactions is
1M customer / agent days impact)
Employee experience 15%
Total employee time saved (e.g. 5
minutes faster X 1M transactions is
5M employee minutes saved)
Feasibility
Process complexity 20%
Length of training for onboarding & #
of process variables
For each component, a
"low" scores get full
credit, "medium" scores
get half credit, "high"
scores get no credit then
summed by weight
(e.g. For Process
Complexity, "L" gets .2
pts, "M" gets .1 pts, "H"
gets 0 pts)
Max score = 1 point
Risk 20%
Presence of internal compliance
mandates & # of dependent
processes / sub-processes
Data complexity 20% 100%
# of applications utilized & breadth of
data sources
Resource distribution 20% # of handoffs during process
Control of automation 20%
Control or influence to support
automation effort within Ops
The Light Bulb Moment – Learning to Identify Robotic Automation Opportunities 17

18. Process Sub-Process Impact Feasibility
Size
($M)
Cust / Agent
(K days)
Employee
(days)
Process Risk Data Resource Control
Policy
Admin
Non Premium
Endorsements
# # # L H L H H
Premium
Endorsements
# # # M M M H H
New Business # # # L H L H H
Risk Management # # # M H H H H
Claims
Services
Transcriptions # # # M H H H L
Subro Demand # # # L H H H H
Recovery # # # L L H H H
Contact
Center
Level 2 # # # L M M H H
Knowledge search # # # L M H H H
Example: Detail on the specific scores in
each sub-dimension for highest impact/
feasibility opportunities
= High = Medium = Low
The Light Bulb Moment – Learning to Identify Robotic Automation Opportunities 18

19. Robotic Process Automation Output
Results
80 Process/Sub Processes identified as RPA candidates based on
our filters
Applying scorecard criteria concerning Feasibility and Impact
highlighted top 10 focus areas
• Important to separate short iterative RPA’s from core
system enhancements
RPA in production
Currently we are using software bots to process 4,075
transactions daily
• Replaced point and click and screen to screen navigation
SLA’s have been reduced from days to minutes
The Light Bulb Moment – Learning to Identify Robotic Automation Opportunities 19

20. Opportunities are Everywhere
Wire
Transfer
Fraud Deposit
Statement
Reconciliation
Deductible
Payment
Dispute
Resolution
Credit Card
Sign up
Wedding
Registry Setup
Order Police
Report
Claim
Repair
The Light Bulb Moment – Learning to Identify Robotic Automation Opportunities 20

21. Transaction Optimization
Robotic Automation Framework
Inbound Transactions= OpenSpan Automation Points
Work initiation Work initiation
Gather Inputs
Make a decision
Execute
Document
Full
Automation?
= Manual Steps
Straight Through
Processing
Gather Inputs
Make a decision
Execute
Document
Robotic Desktop Automation Robotic Automation
Non-Electronic Format Electronic Format
N Y
The Light Bulb Moment – Learning to Identify Robotic Automation Opportunities 21

22. Baseline Statistics - General
Questions Operational Department
Employees / CSRs
# of Full Time Equivalent Employees 100
# of Calls or Transactions per Employee Per Day/Month/Year 50
Per Employee Cost (Wages and Benefits) $35,000
Per Employee Cost (Fully Loaded) $42,000
What is your average new hire training time? 50
Training mix.
50% Tech,
50% Soft Skills
Seasonal variations? No
Occupancy Rate
(Planned time doing productive work divided by paid time)
75%
Shrinkage Rate (Unplanned time detracting from doing productive work
divided by paid time)
10%
Utilization Rate
(Total time performing productive tasks divided by paid time)
65%
Employee to Supervisor ratio 12/1
The Light Bulb Moment – Learning to Identify Robotic Automation Opportunities 22

23. Minimum Improvement Opportunity
Field validated method for quickly sizing potential short-
term impact of robotic automations.
Minimum Improvement Opportunity is the quantified
difference in production between top performers and
the worker population mean.
(Calls per
Day)
(Avg. sales per call)
$72
29
32
$64
Top Agent
Avg. Agent
Example: UniSpan Global Call Center
The Light Bulb Moment – Learning to Identify Robotic Automation Opportunities 23

24. MIO – Quick Executive Business Case
Agents Stats
Average Talk Time 1044
Average Hold Time 5
Average After Call Work 39
Revenue Per Contact $1,200
FCR Rate 72%
Average of Top 5 Agents
Average Handle Time 860
Average Hold Time 1
Average After Call Work 25
Revenue Per Contact $1,600
FCR Rate 80%
The Light Bulb Moment – Learning to Identify Robotic Automation Opportunities 24

25. Webinar Recap
An understanding of robotic automation in terms of
capabilities, features and benefits.
Knowledge of what robotic automation can and
cannot do.
The ability to clearly articulate robotic automation’s
important role in transformation.
The Light Bulb Moment – Learning to Identify Robotic Automation Opportunities 25

26. Upcoming Webinar
Next Webinar:
“Building a Bullet Proof Business
Case for Automation Solutions in
the Enterprise.”
Thursday, June 18th at 11am ET
The Light Bulb Moment – Learning to Identify Robotic Automation Opportunities 26

27. If you would like more information, or to see a live demo, email us at
info@openspan.com
Additional questions?
Raun: rkilgo@openspan.com | Scott: smerritt@openspan.com
follow us on twitter:
@openspan
join the openspan conversation!
Thank You for Attending!
Next Webinar:
“Building a Bullet Proof Business Case for Automation
Solutions in the Enterprise.”
Thursday, June 18th at 11am ET