Presented at InnoTech Dallas 2018. All rights reserved.

1. © 2018 NTT DATA, Inc. All rights reserved.
The Future of Work:
Mind-shift from Robots vs. Humans to Robots Empowering Humans
Doug Reeder
Sr. Director of Innovation, NTT DATA Services
InnoTech Dallas
May 2, 2018

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1780s- 1870s- 2000+1970-2000
We’re in the midst of the “fourth industrial revolution”
A technological, economic, geopolitical, and societal shift that is reshaping our world

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"Robot Apocalypse"

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Foresight Foresight is knowledge of emerging
indicators and trends across the
social, technological, environmental,
economic, political, legal and
demographic landscape.
The objective of foresight is to
identify future opportunities,
challenges, and potential solutions.

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NTT DATA Technology Foresight - 2018
http://www.nttdata.com/global/en/insights/foresight/sp/index.html

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Foresight
Tools and
Methods

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Foresight tools and methods
• Media monitoring
• Morphological analysis
• Paleofuture analysis/Retrofuturism
• Patent analysis
• Regulatory reviews
• Scenario method
• Science fiction
• Surveys
• Social network analysis
• SWOT analysis
• Systems engineering
• Technology road mapping
• Trend analysis
• Technology forecasting
• Anticipatory/Systems Thinking
• Backcasting
• Black Swan analysis
• Causal Layered analysis
• Cross-impact analysis
• Delphi method
• Environmental scanning
• Expert Panels
• Extrapolation
• Janus Cones
• Futures workshops
• Failure mode and effects analysis
• Future history
• Futures wheel

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“We tend to
overestimate the
effect of a technology
in the short run and
underestimate the
effect in the long run.”
Amara’s Law
Roy Charles Amara (1925 –2007)
American researcher, scientist,
futurist and president of the
Institute for the Future

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2018

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Sophia, a humanoid robot, delivered a Keynote
Speech at Agenda 18, Miami, FL 3/20/2018

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• Grocery cashiers
• Farm workers
• Dry cleaners
• Small real estate
brokers
• Door-to-door
salespeople
• Toll booth operators
• Bank clerks
• Traditional telephone
operators
• Typists
• Secretaries
• Art room staff (paste-
up, letterer, graph
maker, draftsman)
• File clerks
• "Paper" librarians
• Warehouse inventory
person
• Warehouse packers
• Machine loaders
• Machinists
A few jobs Omni’s Future Almanac (1982) predicted would be outmoded by technology:

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Key Trends and Technologies
Crowdfunding&
Peer-to-PeerLending
Dynamic
Pricing
Consumerization
Urbanization
Perfect
Information
Freelance economy & Hollywood Model
Artificial Intelligence
Learning
Styles &
Knowledge
Transfer
Pervasive
Simplification
Automation
Digital
World
Internet of
Things
Augmented
Reality
Open Innovation
& Crowdsourcing
Sustainability
Advanced Genomics
Cryptocurrencies &
Distributed Ledger
Robotic
Process
Automation
Utility Computing
An Old Workforce,
a New Workforce
Risk & Security
Management
Prescriptive Analytics
Virtual
Assistants
Machine Learning,
Deep Learning

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Areas of Focus
Client
Experience
Optimize
IT
Internet of
Things
Intelligent
Automation
Information
Security
Data &
Intelligence
Changing the
Nature of Work
Key Trends and Technologies
What we are hearing from customers

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What does “Digitization” really mean?
The use of technologies to:
• Automate & optimize business processes
• Integrate ecosystems; suppliers, partners, customers
• Develop a personalized customer experience to retain loyalty
• Create new, disruptive business models

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Automation is the future of IT Outsourcing
Issues with chasing low-cost labor
around the world:
• Labor inflation rates
• Transfer costs
• Cultural fit – language, time zones
• Talent retention
• Increased nationalism, repatriation
Current and emerging technologies
present new opportunities for automation
Technology Arbitrage > Labor Arbitrage

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Intelligent Automation
Taking the robot out of the human, to let humans do people work
8
 Automation can provide:
• Autonomics – rules or algorithm
based solutions, with no human
intervention: 30-45%
• RPA - automating all or a portion
of tasks: 40-60%
• Virtual Agent – automating
person to machine interaction:
20-25%
 Sustainable automation is not
about point solutions, but
requires an end-to-end
ecosystem
 Automation is dramatically
impacting the nature of work.
You must address the people
side of the equation
 Along with Automate, you
must Eliminate and Simplify
 Savings are important, but
enhancing and expanding
the customer experience is
the top priority
 Routine task automation is
now table stakes, automating
non-routine tasks is the new
frontier
 Businesses are seeking new
ways to scale, requiring
advanced automation to
supercharge their workforce
 Machine Learning (ML) Deep
Learning (DL), and Cognitive
Intelligence (CI) are powering
the new “Virtual Workers”

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Impact on People
You must proactively address the elephant in the
room, automation will impact people:
• Understand the real number of people who
will be impacted, and how
• Focus on the increased value of the role, less manual
activity, more cognitive activity
• Evaluate new roles, around the development and
management of the automation tools (Bots, Virtual
Agents)
• Contemplate a different management approach (call
center versus bot management)
• Consider different hiring profiles
Mind-shift from Robots vs. Humans to Robots
Empowering Humans

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Virtual Agents

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Virtual Agents/Assistants
Virtual Agent/Assistant that can replace
person-interaction, and have the following
abilities:
• Episodic Memory: Understands what the
customer wants in context, and provides
immediate answers
• Neural Ontology: Allows customers to have
a natural conversation with the virtual agent
• Emotional Intelligence Ontology: Enables
the VA to adapt responses to client’s
emotional state
• Process Ontology: Executes a process for
customers in order to address their needs

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Use Case – Virtual Assistant
Virtual Assistants give you insights to improve
customer experience:
• train human agents more efficiently
• real-time monitoring
• objective analysis of massive call data
Customer
Call Voice
Log
Contact Center
Network
Manager・Analyst
Alerts
Key work
tracking
KPIs
Call Analysis
Monitoring
Agent
Support
Virtual Assistant
• Speech
Recognition
• Sentiment Analysis
• Knowledge Lookup
• Response
suggestions

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IT Support HR/Finance Sales Customers
Use Cases – Virtual Agent
• Password reset
• Application support
questions
• Place equipment
order
• Ticket status
• FAQs
• System outage
notification
• Payroll
inquires/claims
• Holiday requests
• Expense
status/claims
• Benefit requests
• Personal data update
and management
• Job rotation / internal
recruitment
• Order status
• Client data update
• Product pricing
consultations
• Sales commission
status
• Sales services
• Account
initiation/activation
• New service requests
• Member/customer
status
• Order status
• Claim status
• Schedule
appointments/visits
• FAQs

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Automation First
Proactive Support
Prevent the problem
before it occurs
End user continues to
work while the PC
actively stops
issues from occurring.
Self-Healing
Correct the problem
when it occurs
End user continues on task as
the computer self-corrects any
issue.
Self-Service
User solves the problem
without calling the
service desk
End user is empowered with
the toolset to take action
without help from the
service desk.
Assisted Service
Accelerate the
resolution when the
user calls
End user gains increased
satisfaction with less
waiting time.
Call Elimination Call Deflection
Improve
Efficiency
Problem Resolutions
Virtual Agent
Virtual agent answers and
solves certain problems
Virtual agent answers all of
the calls, confirms users, and
solves a set of the issues.
RPA
Automate the resolution
of certain problems
Calls needing multi-system
access to make a change
are routed to an RPA agent
for resolution.
Problem
Resolutions

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Robotic Process Automation (RPA)
• Machine to machine agents
which perform process-based
tasks
• May require multiple system
access, data extraction, and
interpretation
• “BOTS” can act directly, or,
act in support of a live agent.

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Robotic Process Automation in action

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HR Finance Operations IT Support
• Employment
validation
• Background
checking
• Personal data update
and management
• ID management
• Payroll consults /
claims
• Expenses sheet
status / claims
• Certifications,
credentialing
• Order status
consultation
• Procurement
• Payment posting
• Invoice matching
• Accounting
• Credit balancing
• Charge entry
• Vendor invoicing
acceptance and input
into SAP
• Master data
management
Robotic Process Automation (RPA) use cases
• Claims adjudication
• Claims processing
• Member enrollment
• Adjustments
• Provider
maintenance
• Policy issue
• Indexing
• Medical coding
• File management
• Password reset
(multiple systems)
• Application support,
that takes entry into
multiple systems
• ID management
workflow and entry
• IT procurement
• System outage
notifications to
multiple end points

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Key Services Areas
Healthcare Plans (Payers) Healthcare Provider Life Insurance
Service Area Service Area Service Area
Adjudication Payment Posting Policy Issue
Claim Processing Credit Balancing Data Entry
Member Enrollment Charge and Demo Entry Indexing
Adjustments Medical Coding Policyholder Service
Provider Maintenance Accounts Receivable Accounting
In-Bound Call File Download
Primary Services Areas

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Ongoing Investment in RPA Framework and Intelligent Automation Evolution
Machine learning
NLP – Context processor
Object recognition
Self-learning & healingWorkflow / Macro based
Rule based
Platform based
• Configurable e2e
• Quicker deployment
• Built-in analytical capability
• Complete governance
• Suggestion models
• Best practices
Yesterday3-4 Years ago Today & tomorrow
Basic Automation
Secured Bots
Outsourcing &
Process Maturity
AI-powered Compliance Bots
Reusable Scalable Bots
RPA Maturity Path
• End-to-end
• Handles more
than one task
Platform Specific
Workflow Based
End-to-End
Configurable
Cognitive

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Client - Applications
Identify whether Indexing
required for processing the GD.
Data Check
Artificial Intelligence - Search engine
Use Case – RPA
Extractor
Posting Bot
CRM
Auto Engine
Parser Rule Analyzer
CRM NDB
External
Sources
QA Bot
Extractor Bot:
Download required data
from required sources
Then the automation engine
does document analysis.
Capable of using OCR and NLP
technology
OCR : Optical Character Recognition
NLP : Natural Language Processing
Rule Analyzer Bots:
• Specialty
Verification
• Credentialing
Verification
• Group & Product
Verification
Analyze the GD and
identify routing
requirements if any.
On Success: Would
move to Validator
Bots
On Mismatch :
Would send to Agent
Posting Bots :
Would connect to
the Phycon for
posting the
required data
through various
screen navigation
as per process
guidelines.
Indexing Agent
AFTE Command Center
AFTE Command Center
Integrated e2e work flow
Use Cases – Robotic Process Automation (RPA)

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Build your own bot
Run book
AFTE Requirement AFTE
Analytics
AI & Machine
Learning
AFTE Components &
Libraries
Web Automation
Remote Operations
Terminal Connect
Desktop Operations
Text Operations
Exception Libraries
Mouse Simulation
Keyboard Simulation
Folder Operations
File Handler
Business Rule Library
Clipboard Handler
Control Libraries
Cognitive Libraries
Database Functions
AFTEConfigurator
AFTEDeployment
AFTE Ground Station
AFTE
Scheduler
Remote
Administration
Alerts &
Notification

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A Comprehensive Approach to managing RPA bots, virtual agents and human labor
RPA Command Center
Dynamic Business Process Management Solution (DBPMS)
Bot Development & Configuration RUN & Maintenance
Security & Compliance
•Process Atoms (re-usable Configurations)
•AFTE Generator provides drag and drop feature to
create and configure Bots, using libraries
•Configured Bot goes through Unit Testing, System Test
(Client) and UAT (NTT)
•Automated programs across bots for different
processes using scheduling, bot profile creation and
dynamic task allocations
Bot Development & Configuration
•Centralized Scheduling, running and real-time
monitoring of bots through Command Center for
smooth business delivery
•RPaaS & AFTE teams monitor and oversee the Bot
operations to mitigate adverse scenarios
•AFTE consultants support AFTE outages, technical
support till maturity and stability is achieved
RUN & Maintenance
•6 stage Security Framework that provides end to end
enterprise security
•Compliance BOT for Bot Governance. Incase of
deviation, the AFTE Bot gets halted
•Regular validation of Published Bots against Server,
Database, logs and Security standards of the
infrastructure checklist.
Security & Compliance
Grow your business Increase enterprise innovation Improve your IT efficiency
Save Costs Ensure superior customer service Increase enterprise agility and scalability
AFTE

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Managing digital and human resources are essential - enterprise clients
require an Integrated Virtual Resource Management Platform

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Management & Measurement of all FTEs; People, Bots & Virtual Agents

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Effective business process management is important while developing and
implementing “LEAN Bots” to ensure efficiency and effectiveness

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Putting it all together - Success factors for making automation work
Data & Intelligence Framework,
teams and solutions
Customer Experience vs.
Savings
FTE (Live, Robotic & Virtual)
People Management &
Measurement
ITSM enabled,
dashboards
DevOps,
optimized for
automation
End-to-end Solution

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• Put the Robot vs. Human sensational and cataclysmic reports in context
• Automation is the new outsourcing creating new value and abundance
• Foresight tools like Paleofuturism and Retrofuturism help identify the
context in which new technologies, products and service are used
• Data and Intelligence is at the center of Automation
• Intelligent Automation, including Virtual Agents and RPA are rapidly
advancing and are a powerful combination
• Robots are not taking jobs, they are relieving us of mundane tasks
and supercharging the workforce!
Key Takeaways

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THANK YOU

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