Who is watching your bots?
ChoiceWORX co-founder Frank Casale encouraged viewers to ask this question within their organization in a recent episode of Hype & Hyperautomation with Eric Hochstein, Vice President of Business Development at ChoiceWORX.
Frank and Eric both agreed that they speak with clients every single day who struggle to manage and monitor their bots. However, in the last 5-6 years, the RPA focus for most organizations has been on the frontend, with business cases, PoCs, and process selection. While those are critical aspects of an RPA program in the beginning, the backend process of bot management is arguably just as important.
Why? Because without it, even the best-laid RPA plans fall apart quickly as bots break, dependencies change, and as a result, the processes selected for the bots to complete aren’t getting done. Just as much thought, effort, and strategy needs to go into a bot management plan, and according to Eric, many organizations are starting to wake up to this fact.
“We are at an inflection point: People are starting to realize that they are challenged by managing the bots they already have going,” said Eric. “We have talked about scaling for years, and we are at a point where it’s almost taken for granted. To be able to scale, you have to be able to manage bots.”
Currently, he added, support teams around the world are monitoring bots manually with no automated solution helping them, creating high labor costs and an ineffective system.
The Next Generation of Bot Management
Manually monitoring, maintaining, and remediating bots is labor-intensive, and many consider it almost a “musical chairs” of resource swapping.
In other words, those who should be developing the next generation of digital workers are being called back to fix old broken bots – whether it’s due to a faulty dependency, a change in the environment, or the bots themselves. This back-and-forth is costing companies significant time, money, and general resources.
“What needs to happen next, and what industry leaders are recognizing, is that bot management and monitoring need to be processes that are automated,” said Eric. “It’s time to get the eyes off the glass and back to work.”
Aside from the obvious benefits of automated bot management, Eric and Frank discussed an additional perk that many don’t consider: Increased telemetry with an all-digital approach. Automated bot management provides a radar and “heat map” for dependencies and bot utilization- all sorts of intel that organizations have never had access to before. We consider this a “next-generation” strategy for managing bots in the future.
“All the information that’s gathered on the bot operations- that’s info that’s never been aggregated in a single place before,” said Eric.
Not only will organizations save money and increase ROI with simply automating their bot management process, but insight from the new data gained will enable them to improve the function of their current bots, making processes more impactful.
Eric and Frank’s parting advice for those on a digital journey? Automated bot management is a must. Automating bot management with AI will reduce labor costs, improve productivity, and allow developers to get back to more impactful work. Organizations can maximize their RPA programs with more successful and reliable bots.