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How to Build the Best RPA Infrastructure for Your Organization


Guillermo Alvarado

Director, Intelligent Automation, Auxis

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At the end of the day, your Robotic Process Automation (RPA) is only as good as the foundation you build it on. Making the right RPA infrastructure choices sets the stage for successful implementation and is critical to preventing problems down the road. 

Create a shaky technological foundation, and your RPA project is likely to join the 30-50% that fail. It can also lead to trouble as organizations try to grow their automation program. While Deloitte reports that 53% of organizations have started an RPA journey, only 3% have achieved any form of scale.

But few enterprises truly understand their RPA infrastructure needs and why they should choose one solution over another.

In this first installment of our two-part series on RPA infrastructure done right, we will help businesses make an informed choice by examining each option. Stay tuned for Part Two, when we reveal the best strategies for overcoming the challenges of implementing common RPA infrastructure solutions.

RPA Infrastructure: Why one size doesn’t fit all

Even before COVID-19, RPA stood out as the fastest-growing segment of the enterprise software market. Deloitte predicts near-universal adoption of RPA by 2023 as organizations race to take advantage of a technology that decreases operational costs while increasing productivity, accuracy, and compliance. Even better, it doesn’t require a pricey overhaul of legacy systems to transform the way business is done.

The aftermath of the pandemic has only accelerated demand for RPA. Case in point: Gartner reports that the number of healthcare organizations investing in RPA is expected to soar from 5% to 50% over the next three years as they look for ways to optimize costs and build resiliency against future disruptions.

But as industry markets become more connected and complex, the RPA solutions needed to navigate the complexity also require a more nuanced approach. Setting up the right configuration of RPA infrastructure is key to creating a robust, secure, and scalable platform. It enables robots to run smoothly regardless of the volume of work, builds confidence in the technology from senior stakeholders, and allows organizations to reap the full benefits of automation.

RPA infrastructure can vary significantly depending upon the technology partner you choose and the automation model you decide to implement. Many business leaders are surprised to learn that every robot isn’t the same – and the first consideration they must grapple with is what type of robot they need to achieve success.

RPA Infrastructure Decision 1: What type of robot do I need?

RPA bots work in two modes:

  1. Attended robots: Just like you would install Microsoft Word on every employee’s laptop, attended bots reside at individual workstations. They work alongside human workers, triggered by specific events, actions, or commands the employee engages within a specific workflow. Attended bots are best suited to tasks that require some input from the user, entirely depend on the user’s computer, or are executed on-demand like during customer-facing situations. For instance, an attended robot can support a customer service agent in near real-time during a live customer call. The bot can find customer data in one application and automatically populate it into another – allowing the agent to spend less time researching information and more time performing the high-value task of resolving the customer issue.