Technology Series: Modernize and transform user experience with UiPath and AWS in Public Sector
- 1. Accelerate modernization and transform user experience with UiPath and AWS in Public Sector
- 2. Meet todayâs speakers: Mo Roy Senior Partner Engineer Product Technology Alliances @UiPath Vendat Jain Senior AI/ML Specialist @Amazon
- 3. 3 1. UiPath and AWS High Level Overview 2. AWS Perspective: AI/ML Capabilities 3. Detailed overview of available UiPath AWS integrations and Public Sector Use Cases 4. Walkthrough and Demos â Studio and Practical Scenarios 5. Q&A Agenda
- 4. UiPath and AWS High Level Overview
- 5. 5 Automate the Call Center UiPath + AWS: Core Benefits Easily bring AI to your workflows Boost IT productivity Auto-scale as needs evolve Easily scale and manage your digital workforce Rapidly implement and scale your automations as needs evolve with pre-built auto deployment capabilities. Automate more and solve complex business challenges with the power of AWS AI services Modernize your enterprise by easily adding AWS AI capabilities directly into your-day-to-day operations with ready-to-use intelligent automation solutions. Leverage AWS cloud with enterprise-class automation to increase productivity Harness the power of AWS cloud and infrastructure to empower your IT organization with efficient and affordable services, and end-user process automation. Boost customer experience and free your agents by automating the call center with Amazon Connect Automate functions within the call center, enabling more self- service, decrease average call handling times, and shorten customer hold times.
- 6. 6 Functional Industry/LoB Public Sector Use Cases âą Document digitization, classification, extraction, and storage âą Processing of semi and un-structured data âą Smart classification/categorization and routing âą Integration with payments, benefits, healthcare systems âą Unemployment benefits, insurance, applications âą AI/ML to support adjudication âą Object detection âą Claims processing âą IT Migrations and modernization âą Fraud, Waste, and Abuse âą Contact Center âą Health & Human Services âą Public Safety & Justice âą Public Works, Transportation, Housing âą Finance & Accounting âą Procurement âą Legal âą IT âą Security & Compliance âą Supply Chain Outstanding joint solution opportunities incorporating: AI/ML Infrastructure Modernization (AWS Cloud) Contact Center in the Cloud Chatbots Document processing
- 8. 8 Auto Deployment Rapid Deployment Auto Scaling Deployment - UiPath on AWS Cloud Our pre-built deployment solution enables you to easily deploy UiPath Studio, Orchestrator and UiPath Robots on AWS without any manual intervention. Quickly and predictably deploy RPA development, test, and production environments on AWS with managed cloud database and multi-instance caching support. Quick starts for Automation Suite Scale RPA projects as your business needs evolve. Leverage AWS auto-scale capabilities which automatically allocates robots and powers off machines to align to your workload demands. VPC Amazon RDS SQL Multi-AZ SQL Server Amazon EC2 Windows Server or Orchestrator Amazon EC2 Windows Server Amazon Elasticsearch Service *Optional
- 9. 9
- 10. 10 UiPath and AWS AI + ML Our robots never stop learning UiPath is deeply integrated with AWS AI services across vision, document, speech, and language â making it easy to create intelligent automations. Drag & drop AI capabilities directly into RPA workflows. UiPath is deeply integrated with AWS AI services in these areas Visual Understanding Human-like recognition of UI elements Document Understanding Insight into unstructured data Custom Tools and Skills AI skills custom-built for your business and brought to the UiPath Platform through a fully- integrated AI Center Specialized Skills A growing collection of best-in-class skills from UiPath ecosystem partners and experts, available on the UiPath Marketplace EMBEDDED SKILLS EMBEDDED SKILLS CUSTOM SKILLS ECOSYSTEM SKILLS Conversational Understanding Sentiment of text, chat, and voice inputs EMBEDDED SKILLS Native integrations with: Rekognition Comprehend Textract Translate
- 11. 11 UiPath Activity Pack for Amazon Rekognition With UiPath and Amazon Rekognition, your robots can detect and recognize a wide variety of images and automate complex challenges that involve image analysis and facial recognition. Drag & drop directly into RPA workflows in UiPath Studio. Teach your robots to detect and recognize images â with pre-packaged activities that connect UiPath Studio to Amazon Rekognition, without writing any code. Available today in the UiPath Connect Marketplace and directly in UiPath Studio
- 12. 12 UiPath Activity Pack for Amazon Textract RPA powered by Amazon Textract makes it easy for companies to automate tasks involving complex document types that cannot be done with traditional OCR software. Drag & drop directly into RPA workflows in UiPath Studio. Easily extract text and data from virtually any document â with pre-packaged activities that connect UiPath Studio to Amazon Textract, without writing any code. Available today in the UiPath Connect Marketplace and directly in UiPath Studio
- 13. 13 UiPath Activity Pack for Amazon Comprehend and Comprehend Medical RPA powered by Amazon Comprehend makes it easy for companies to automate tasks that involve finding insights in document data, including medical data. Drag & drop directly into RPA workflows in UiPath Studio. Easily extract text and data from virtually any document â with pre-packaged activities that connect UiPath Studio to Amazon Comprehend & Comprehend Medical, without writing any code. Available today in the UiPath Connect Marketplace and directly in UiPath Studio
- 14. 14 UiPath + Amazon Translate UiPath RPA integrated with Amazon Translate delivers quick, high- quality and affordable language translation to automate translation of websites, company authored content, chats, social media feeds, etc. Drag & drop directly into RPA workflows in UiPath Studio to enable multilingual user experiences in your applications. Get fast and accurate language translation by leveraging our pre-built integration with Amazon Translate. Available today in the UiPath Connect Marketplace
- 15. 15 Coming Soon - Amazon SageMaker Integrations in Studio Connect ML models into production workflows in minutes, minimizing the time to value for business users. âą Integrate SageMaker ML models into automation workflows without code.â âą Bring business data quickly to SageMaker-hosted model endpoints.â âą Leverage UiPath robots to drive workflows and manage end-to-end business processes. Optimize the productivity of data science teams Build consistent and accurate workflows that enable business subject matter experts to interact with and derive value from models solving real-world business problems. âą Reduce the deployment burden of rolling out new ML models to end users.â âą Improve reliability by reducing human error.â âą Optimize team productivity while maintaining sufficient human oversight to meet compliance standards. Data science teams that spend less time and effort running and maintaining deployment scripts, can build better models faster.â âą Drive down the cost of model development and deployment to encourage innovation.â âą Accelerate low-cost experiments that help the team tackle new business challenges.â âą Improve morale and increase alignment of key resources to strategic goals. Increase the speed of ML innovation Rapidly connect ML models into business processes
- 16. 16 Operationalize SageMaker ML models with UiPath Amazon SageMaker Enterprise Application UiPath and SageMaker have collaborated to build an integration that enables users to quickly and seamlessly connect new ML models into business processes without the need for complex scripting and manual effort How do we work together?
- 17. 17 30+ pre-packaged activities that let you easily automate important AWS S3, Workspaces, and AWS EC2 operations in your workflows like managing Buckets, Objects, and Instances Infrastructure Modernization and Maintenance - UiPath Activity Pack for AWS Type Activity AWS S3 Buckets Create Bucket, Update Bucket, Empty Bucket Delete Bucket, Get Bucket, Get Bucket List Configure Public Access to Bucket, Get Bucket Policy, Set Bucket Policy, Delete Bucket Policy AWS S3 Objects Get Object, Delete Single Object, Delete Multiple Objects, Copy Object, Upload Object from File, Upload Objects from Folder, Download Object to File, Set Object ACL, Get Object ACL AWS EC2 Instances Create Instance, Create Instance from Launch Template, Get Instance by ID, Get Instance List, Start Instance, Stop Instance, Reboot Instance, Terminate Instance, Configure Robot Amazon EC2 S3 Bucket Amazon S3
- 18. 18 AWS IT Automation common use-cases Cloud âą Cost Control: VMs nightly power-off / daily power-on / on-demand availability âą On Demand server management & deployment âą Security Orchestration Server Management âą Green Computing âą VMs nightly power-off / daily power-on / on-demand availability âą On Demand server deployment (new / from template) + management âą IT Automation + Testing Automation =
- 20. 20 Unified, Transformed User Experience Combined Value â Deeper Dive Intelligent Document Processing and AI Extend the reach of IDP and AI, and expand customer adoption rapidly Easily incorporate legacy data and challenging Public Sector systems/processes into IDP and AI solutions Execute on extracted information and AI model outputs/decisions across applications Speed up, streamline, and simplify modernization across all key areas with an âautomation layerâ Tie legacy and custom applications to modern ones seamlessly, across environments UiPath robots shield end-users from underlying system changes, maintenance, and key modernization activities Robots can assist with migration, automated testing, and sun-setting legacy applications automatically Gather and consolidate disparate information into a user-friendly single view The automation layer can be applied directly to user-facing systems, where a user can focus on a single modern experience while robots orchestrate and execute beneath the surface Put AWS user-facing components front and center, and tie AWS services outputs directly into user applications A closer look at joint solutions reveals substantial public sector opportunity: Comprehensive System Integration System Modernization Catalysts Use UiPathâs leading UI automation and integration capabilities to pull challenging systems into modern solutions Help integrate across challenging environments including hybrid Cloud + On-Prem, high security networks, and more
- 21. 21 AWS Contact Center Intelligence and UiPath Contact Center Joint Value Proposition Customer Self-Service Agent Assistance Systems & Processes âą AWS Contact Center Intelligence (CCI) focuses on AI/ML investments in customer self-service and agent assistance. âą UiPath is the âlinkâ that delivers AWSâs AI capabilities directly into the enterprisesâ systems & processes. Joint Value Proposition - Empower customers to self-serve - Empower agents to deliver a personalized customer experience - Improve efficiency across front & back office - Deliver rapid results in weeks, not months, without costly infrastructure changes CCI CCI
- 22. 22 Boost self-service fulfilment with the UiPath integration with Amazon Connect Amazon Connect UiPath Robots Agent Customer contacts support via voice or chat powered by Amazon Connect UiPath robots and agents work together or independently to fulfill requests UiPath can automate across any system, including on-prem mainframes, cloud-based web services, and those not accessible via Amazon Connect Lambda functions 1 2 3 UiPath Robots Scale AI IT Productivity Call Center API / Amazon Lambda functions
- 23. 23 End to End Omni-Channel Customer Experience End to end customer journeys with improvement to both customer and agent experience Customer persona External Customer Internal employee Voice Email Mobile Web Chat Front office services Self-Service Straight-through processing Business segmented by value, volume and/or type of process Plugged- in Service Requests Technical Troubleshooting Request Fulfilment Payment Processing Triage Data extraction Classification/ indexing Client verification Routing and prioritization Omnichannel Middle & back- Office Processes Complaints/ Disputes Status Updates Escalated Service Customer details Recent activities Customer insight Incident history Sentiment Analysis KB search tools 360 customer view Agent CRM ERP ITSM LOBs Market platforms TPAs IVR Integration APIs Data AI/ML Fraud detection Report generation Client documentation Multi-system updates Trend analysis Close-out processes âWarm transferâ to agent Bots monitor multiple input channels alongside Amazon solutions 1 Bots perform initial receiving activities and categorization 2 AI/ML + Automation solutions enable self-service; simple requests fulfilled automatically 3 Agent- assistance tools provide live support and cross-system integration 4 Unattended Bots fulfill and execute key close-out and back-office activities 5
- 24. 24 Use Case: UiPath + Amazon Textract integration helps healthcare orgs digitize high volumes of claims Documents are processed without data entry or writing extraction rules Extracted information with a confidence score lower than 95% flagged for human review Key-value pairs extracted to retain document context Documents are added to a folder monitored by a robot Extracted data uploaded into EMR database The Problem: âą Healthcare providers and insurers expect a 30-40x increase in the number of claims they will need to process due to COVID-19. âą Staff manually input data from claims into the Electronic Medical Record (EMR) system, but this is a time-consuming, error-prone task. Documents vary in format, and many have errors or empty fields. The Solution: âą Drag and drop Amazon Textract capabilities into UiPath RPA workflows in UiPath Studio to design robots that process claims automatically â thereby reducing average handling time and improving accuracy. âą Thanks to the integration, robots âlearnâ to extract meaningful data from any type of document. Staff are brought âin the loopâ only in scenarios where data must be reviewed by a human.
- 25. 25 Results USE CASE: OUTBOUND CALL A State Department of Labor sought a solution to gather and process missing information in hundreds of thousands of unemployment insurance claims. UiPath + Amazon Connect joint solution to support a State Department of Labor during COVID-19 Challenge Acme Industries Hi, can you provide your last employer? DoL Mainframe Systems Amazon Connect Outbound Dialer Call list End of call 1 Ingest: UiPath processes the file and sends to an Amazon Connect call flow 2 Contact: Amazon Connect connects the applicant 3 Validate: Amazon Connect and UiPath validate the callerâs identity 4 Complete: UiPath and Amazon Connect complete the application DoL Mainframe Systems Unemployment Claim Applicant Amazon Connect IVR UiPath Robot âą PoC results validated with AWS engineers: estimated to process 300,000 applications in approximately 2 days âą Rapidly accelerate processing of unemployment claims: robots can process an application in 1 minute âą Alleviate need to hire thousands of employees to manually gather missing information Solution
- 26. 26 UiPath robots informs customer once request is complete via Amazon Connect UiPath + Amazon Connect partner with top 25 bank in the U.S. to transform its contact center CASE STUDY: INBOUND CALL (SELF-SERVICE) âą 40-50% reduction in agent call volume âą 30% reduction in Average Handling Time âą Improved security and compliance from enhanced authentication process âą Improved customer experience (reduced hold time) and NPS for direct banking channel A bank call center handled both customer calls and call from branch employees. Simple requests such as unlocking accounts and statement requests made up 50-70% of the call volume, overwhelming agents and resulting in long hold times. Challenge Solution Results Amazon Connect UiPath Robots Customer contacts support via voice or chat powered by Amazon Connect UiPath robots reach into the bankâs disparate systems of record and legacy mainframe systems with no APIs to automatically process simple requests including transaction disputes, unrecognized transactions, lost/new card requests and password resets. This is all completed without any agent involvement. 1 2 3
- 27. 27 Use Case: Online client onboarding Unattended Robot New customer onboarding request New customer requests onboarding by submitting a photo ID and taking a selfie Robot moves images to a dedicated folder and then passes it to Amazon Textract and Rekognition UiPath robot Attended Robot Amazon Textract extracts key information from ID, Amazon Rekognition compares selfie photo with ID Amazon Textract + Rekognition Robot flags need for human review based on the returned confidence level below the defined threshold (<90%). Human reviews and validates accuracy, and updates information if required. In this case info is correct Human Robot creates new account for client and sends email to client for finalized confirmation Robot UiPath Validation Station UiPath robot Minimize processing time typically associated with manual individual client onboarding Improve data accuracy and compliance Increase customer satisfaction with a streamlined onboarding process Human-in-The-Loop Human-in-The-Loop Human-in-The-Loop Robot & AI 1 2 3 4 5
- 29. 29 Studio Activity Packs: AWS Amazon Workspaces Textract Rekognition Comprehend Connect UiPath Deployment on AWS â Standalone UiPath Deployment on AWS â Automation Suite UiPath Deployment Guide on AWS Helpful Links