Will automation lead to job cuts? Here's the answer!
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Organisations can reduce operational costs with automation, claims Anil Chawla from Verint Systems.

Diksha Gupta, TechGig.com

It's a fact that process automation will soon become a need, rather than a choice for the IT decision makers. The reason is simple. Human skills will be utilised for more complex tasks than the usual mundane jobs.

For the starters, RPA is a set of advanced capabilities that uses software robots to automate, manage and execute high volumes of time-consuming business processes around-the-clock. Hence, this kind of automation is imperative for any company looking to make the most of its resources. In an exclusive conversation with TechGig.com, Anil Chawla, Managing Director, EIS, Verint Systems India explains how robotics process automation will impact the IT space. Excerpts:

What is robotic process automation and why should enterprises use it?

Enterprises need to execute thousands of time-intensive business processes daily. With this kind of automation, one can run business processes across multiple applications. It enables step-by-step process recording and navigation within existing user interfaces of those applications. As a result, organisations can easily record scripts for robots and execute them on the front end. This helps in increasing productivity, reduce operational costs, address compliance needs and scale operational capacity. All this happens while improving or maintaining quality and customer satisfaction.

How has automation changed the way IT industry works?

To keep pace with competitive global market demands, enterprises often need to do more work in less time. That's where software like Robotic Process Automation and Process Assistant can help. They assist in aligning the most appropriate resources for the given job.

How do you see automation penetrating in the IT world in 2016?

It is expected that the use of automation software will increase across the IT landscape. Removing boring, mundane and repetitive tasks from an employee's workload frees up that resource to focus on more in-depth and challenging tasks. We can see more quality work coming from human resources.

Will automation, in the longer run, lead to job cuts?

As the penetration of digital and self-service channels increase, an accelerating trend of the routine services being conducted by customers directly will be witnessed. In this case, the type of interactions handled by "human" employees will get more complex. With automation, employees utilise multiple applications or solutions to support the customer and resolve their needs. These interactions can also be critical to achieving superior customer experiences. Hence it is important to ensure that employees have the right tools to help them serve the customer in the best manner.

By automating and executing these tasks, robots free up valuable human resources to handle more value-added processes and customer-focused work. This translates into the ability to boost efficiency and automation of tasks. It also improves employee engagement by creating and shifting more interesting and less repetitive activities.

What sectors/ industries are you targeting with robotic process automation solutions?

The benefits of RPA could be applied to many services or support operations. However, we believe that sectors like financial services, healthcare and Business Process Outsource(BPOs) will be the early adopters of these solutions.

Do you get the desired talent when it comes to processes like automation technologies?

We have an in-house training process designed to meet the need of talent for such special processes. Verint's technical team undergoes extensive training on the Automation product, enabling both the delivery and support of related projects.

diksha.gupta@timesgroup.com

Twitter: @dikshapraveen