Companies see great potential in automating their operational processes with robots. 67% indicate that robot automation is even more effective than initially expected. Only 8% find it less effective than previously estimated. But the road to get there can be more challenging than expected. That appears from worldwide research from PegaSystems.

 

According to Derk-Jan Brand, VP and managing director Benelux & Nordics, Pegasystems, the research also shows that there are several misconceptions about the best way to use bots. “We see robot automation as a bridge to digital transformation – not as the end station. That's because bots are just temporary tools that mask underlying bad processes.”

In the first place, respondents indicate that it takes more time and effort to get robots up and running than previously estimated. Deployment is seen as the biggest challenge, with half of respondents (50%) saying bots are more difficult to implement than they initially thought. On average, only 39% of bots are deployed on schedule and a successful bot go-live takes an average of 18 months.

Limited lifespan

In addition, organizations are confronted with the fact that the 'lifetime' of a robot is shorter than expected. Inevitable changes to the underlying business architecture are likely to lead to more failed robots over time. Already, 87% of those surveyed experience some robot defects. 44% think the number of failed bots is small, 37% think the number is average and 6% think the number is quite large. All in all, maintenance is seen as the second biggest problem bot users face. On average, organizations think that bots last about three years, although their initiatives with bots are only 1,8 years old.

Hidden IT problems

In terms of maintenance, bots also prove to be a greater challenge than expected. 41% of respondents say that continuous management of bots requires more time and resources than initially estimated. Bots also make IT even more complex. 38% found their use more complex than expected, while 26% said bots added more “hidden-IT” issues.

Still, 66% of respondents believe robots deliver more value and ROI than initially thought, while only 13% say they are disappointed with the amount of value added and ROI. According to the respondents, the main benefits of robot automation are: better work performance: 51% of respondents see 'enabling people to work more efficiently, effectively and accurately' as the biggest benefit of bots. Also, 42% see an improvement in the employee experience as the most important benefit, closely followed by 'improving the customer experience' at 40%.

Research

Pega surveyed 509 decision makers from companies currently using RPA or RDA from the financial services, insurance, manufacturing, media and telecommunications, and healthcare industries. Respondents are from the United States, United Kingdom, France, Germany, the Netherlands and Australia and have a minimum turnover of $100 million. (Pega)

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