- Organizations are working with a hybrid automation portfolio, having invested in a number of providers over the years for automation projects. The approach worked well to leverage specific strengths of each technology provider. With this ‘mushrooming’ of automation engagements, however, the need to centrally govern and manage them becomes paramount which requires a certain ease of integration across technologies. The good news is that providers are also starting to realize that there is much to learn and gain from a collective effort to maximize the customer’s value rather than going at it alone.
- Customers’ asks are maturing, with increasing understanding of what automation can do for them, leading to more pointed questions and expectations. What they are ultimately looking for is to get the best of all available technologies to amplify outcomes.
- Some organizations have already chosen a partner for their automation journey. While the partner succeeds in addressing a few problems leveraging their strengths, they are still unable to truly deliver value for a whole host of other potential automation opportunities that lie outside their expertise, raising questions about the return on investment.
- Freedom of choice and speed are critical in the quest to implement the best possible solution and cannot afford to be hindered by ‘service lock-in’ concerns. The freedom of choice, the freedom to quit when unused and the freedom of self-service are critical to success.
- Time to value is key. Customers shouldn’t have to wait for a partner to build something that another provider’s portfolio may already have. Even where a solution doesn’t already exist, a collaboration to bring together capabilities may still ensure faster time to market and time to value for the customer.
To illustrate what is possible through an ecosystem approach, let’s look at some here-and-now examples that Wipro is driving.
Integration with a third-party conversational engine to enable a conversational interface. With the need for increased workplace productivity, an intelligent digital assistant that can interface with the user and respond to voice commands is becoming a popular ask from enterprise clients. The digital assistant, let’s call him Buddy, will act as the single conversational interface which gives users across business and IT processes a seamless experience.
If a user tells Buddy “I want to know the status of my tickets”, the conversational interface understands the user’s intent, searches for the relevant business / IT tickets and looks for their status. For this workflow to be seamless, the solution would have to work well with a host of traditional and cognitive systems, leveraging a heterogeneous architecture that spans across the organization’s vast IT landscape, including various ITSM ticketing tools and applications.
Wipro recently implemented this for a client by integrating the Wipro HOLMESTM artificial intelligence platform’s Classifier engine with the client’s existing conversational interface. Buddy can now navigate the diverse data environment, answer queries with data from relevant sources and perform requested data processing. Most importantly, Buddy saves time, and the business user now has more time to evaluate, prioritize and act on the insights the data-driven world has to offer.
Resolving queries from field staff in real-time with the cognitive search. Field staff in the energy and utility domain currently grapple with a cumbersome, time-consuming process to get their queries answered to a limited level of accuracy. With the Natural Language Query (NLQ) capabilities brought in by Wipro’s Automation Ecosystem and Wipro’s process orchestration and architecture strengths, the users will be able to interact through multiple channels with a solution that understands their intent and can increase the relevance of its answers over time.
The solution understands the user’s query (“Find wells and associated data for block BL32”), carves out relevant data from numerous sources, and creates a table to represent the data for easy user access and readability.