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    What is Process Orchestration?

    By Amar Kotha | July 1, 2020

    According to a recent survey by Gartner, Inc., 67% of digital workers in India said emerging technologies such as Machine Learning (ML), Artificial Intelligence (AI), Internet of Things (IoT) are increasing their effectiveness at work. In addition, companies have been using tools like Robotic Process Automation (RPA), AI, Optical Character Recognition (OCR), to reduce human effort. Optimum orchestration of these tools significantly increases efficiency and also considerably reduces human error.

    To maximize output from these technologies and to enable end-to-end process delivery / end-to-end process automation, these technologies must be orchestrated to seamlessly work in unison to solve real-life end-to-end business flows. Like a music conductor orchestrates symphony of various musical instruments to create one flawless piece of musical art, a Process Orchestration technology orchestrates multiple technologies alongside humans to create a seamless workflow spread across a hybrid workforce made of human & digital workers.

    Bot Technologies like RPA, OCR, ML etc. are fantastic for structured, mundane & repetitive tasks. However, end to end process cycles are often complex, with multiple humans & digital actors performing different tasks. Automating a sub-task in this cycle with a bot has little impact on overall TAT or SLAs as delays may be elsewhere in the process.

    With Enate you can flawlessly manage hand-offs between humans and bots, placed in any order, as many times as needed. Bots can work on simple tasks while humans can step in at any point to handle exceptions and focus on complex tasks in the end-to-end service cycle. Enate's plug and play architecture can integrate leading RPA/AI/ML/NLP solutions to work in harmony and deploys in weeks.

    Orchestration is ultimately something which businesses are already doing; they are just manually programming it into their RPA routines. Businesses do not realise that they are spending fortunes in terms of wasted resources and valuable time in manual orchestrations for users.

    When businesses deploy RPA, a lot of upstream and downstream activities before and after core tasks need to be programmed into automation routines & the automation architecture needs to cater for it.

    These activities include things such as:

    • Picking up data from multiple sources.
    • Prioritizing execution order of a task.
    • Creating a fall-back mechanism for exception handling and recovery from those exceptions.
    • Dathand-off to other bots or people post-processing.
    • Generating updates or notification

    Starting these tasks make their RPA codebase much more complex thereby making maintenance a challenging task. With Enate's (Robotic) Process Orchestration you basically externalise all of this by abstracting it into Enate - into a productised, low-risk and scalable technology. A whole lot of core architectures are built into the technology including exception handling architecture and recovery architecture, prioritization architecture, task hand-off architecture, automation architecture etc.

    Have a look at our Value proposition for Automation/RPA COE's

    Let's understand this with a simple HR process example where a human works alongside RPA bots as part of on-boarding. For more examples from F&A, Banking, Insurance etc. Click here. 

      • When the Human Resources (HR) team raises a request to onboard a new employee through an email, Enate automatically picks up the incoming e-mail creating a work item for processing which is automatically assigned to a human or a bot. In this case, the task is assigned to a human named Andy. From the work item tab, Andy can launch the HR onboarding process for different geographies with the click of a button.
        HR Onboarding-1
      • This creates the first human activity of collecting the documents and is assigned to Moira. She fills all the data points collected from the document and fills out a checklist for this process, eliminating any human error enforcing compliance and standard operating procedures.
        Standard operating procedure-1
      • This task is then forwarded to Bot Marvin who now updates the details on an underlying Human Resource Management System (HRMS). This kick-starts the next activity of IT account creation notifying Moira to create an account in the underlying IT system.IT System

      • The last task is updating the finance system for payroll in the underlying payroll system. Bot Marvin is unable to complete the action due to the finance system being offline. This creates an exception situation, Enate seamlessly shifts this task from a bot to a human, who then decides how to deal with the exception in one of many ways available. In this case, Moira updates the system on behalf of Bot Marvin updating the audit trail.
        update audit trail

    If these tasks were not handled by Enate, the human-human or human-bot work hand-off would have caused delays that would have significantly reduced efficiency. Moreover, the entire system would have bottle-necked the moment a bot faced an exception.

    But with Enate's Robotic Service Orchestration , these tasks were carried out seamlessly and in a much more efficient way while enforcing compliance and standard operating procedures.

    Benefits of using Enate as a Process Orchestrator:

      • Enate’s built-in exception handling architecture, it provides complex data validation capabilities upfront before passing over the data to a bot. This reduces the probability of an exception occurring in the first place. If an exception still occurs, Enate provides the options for end-users to directly manage business exceptions through exception recovery architecture.
      • Enate's handoff architecture seamlessly exchanges tasks between humans and bots, thus eliminating the delays caused by these handoffs.
      • Enate's prioritization architecture you can optimize the bots to prioritize a certain task over others. This can also be done to prioritize a certain, client, region or any other attribute for that matter.

    What do these benefits translate to in real-life scenarios?

      • Improved workforce efficiency.
      • A massive reduction in internal processing time.
      • Reduction in the end-to-end cycle.
      • Improved Bot utilization.
      • Overall savings in operating cost.

    With businesses focusing on increasing efficiency and optimizing their processes, Process Orchestration is "No longer a luxury" but a "Necessity".