Developing robots for a bank in Paris over a period of two years. During this time, we built a variety of processes for the client that consisted of both attended and unattended processes.
These processes were built with two teams, one based in France and the other based in the UK.
Unattended processes built included those that created letters for customers when leases were terminated, which removed a large part of manual work. Throughout the client’s operations there was a lot of manual work that was identified for automation including a process to create pdf files from other documents in bulk on a daily basis for distribution within the organisation.
Staff would spend a large part of their morning each day performing this task – which following the automating of the process, rid them of the need to do this tedious task and allow them to do more stimulating work.
An attended process was created to feed information into a system when a call handler gets the information from the customer over the phone. This worked in tandem with an unattended process to optimise the process as much as possible. Where possible, a process is always designed and built with the intention of it being unattended (meaning it can work without any human intervention or assistance).
But in cases such as these, we aim to split out the process to be performed by separate robots, so that the process is completed as fast as possible. This allows for the parts that don’t need the human intervention to be scaled easily with demand. This also allows the staff member to concentrate on the parts of the process that require their judgement and expertise to make decisions, ensuring both human and robot work to their strengths for the company’s benefit.