IBM Business Automation

End-to-end business automation to accelerate growth and

performance
Joe Kaczmarek
WW Sales Leader, Business Automation (joe.kaczmarek@us.ibm.com)

Karen Jaworski
Product Marketing Program Director, IBM Business Automation (karen.jaworski@ibm.com)

Laurent Tarin
Go-To-Market Product Manager, IBM Automation (laurent.tarin@fr.ibm.com)

Greg Violette
WW DBA Tech Sales Leader (gregviol@us.ibm.com)

Thomas Yang
WW Technology Enablement (thomas.yang@us.ibm.com)

Gerry Baird
WW Technology Enablement (gerry.baird@uk.ibm.com)
Version 1.2 2022-09-23
IBM Business Automation

End-to-end business automation to accelerate growth and

performance, a deep dive

Jeff Goodhue
WW Technology Enablement (jgoodhue@us.ibm.com)
<name>
Joe Kaczmarek
<title>
WW Sales Leader, Business Automation (joe.kaczmarek@us.ibm.com)

<email address>
Laurent Tarin
Go-To-Market Product Manager, IBM Automation (jgoodhue@us.ibm.com)

Greg Violette
WW DBA Tech Sales Leader (gregviol@us.ibm.com)

Thomas Yang
WW Technology Enablement (thomas.yang@us.ibm.com)
Leaders are The great digital shift
digitally 34%
transforming 2020

business
years of digitization
models to
accelerate
growth
10 in under one year

2019
With an increased focus on: 16%
• Operational excellence
• Product leadership % of business channels
• Customer intimacy replaced by digital
The past year showed us
what was possible

67% of executives
said that the pandemic
facilitated the acceleration of
Digital Transformation from

years to months!
In this new model of working, companies are under
accelerated pressure to meet new customer demands,
radically reduce cost, and manage changing risk

Traditional revenue As customers’

streams are shrinking behaviors changes,
while digital adoption has agile businesses are
taken a quantum leap gaining market share
Leaders see results from digital investments and
are accelerating their transformation

Organizations that grew revenue > 10% year-over-year

Digitally
53%
Advanced

Digital
20%
Beginners
 Business Automation reduces manual
labor and eliminates process delays to
accelerate business performance

Integration connects apps and systems

for real-time exchange of messages,
events and processes

IT Automation ensures the apps and

infrastructure your business depends on are
always on and perform cost effectively

IBM offers the AI-powered solution automating

and integrating across business and IT
Business Automation
eliminates process delays,
enables business agility and Reduced time to open
a new account by 70% Reduced pensions
creates consistency enrollment verification
from 5 days to 1 hour
across operations to
accelerate business
performance
Deliver superior customer,
partner, and employee experiences Reduced time to
Increased lending respond to thousands
volume over 3 years by of help desk requests
250% to 0.5 days
Opportunities for automation
are everywhere

Companies that • Reduce customer

service disruptions Customer
effectively apply and
I nnovation
intelligent • Digitize processes to
maintain business continuity
automation across • Identify gaps in Talent
Lifecycle
I ndustry and
Mission Critical
operations workers • Approve operations
the enterprise • Speed employee
Operations
tickets and exceptions
expect to outshine onboarding

peers in profitability,
revenue growth, • Improve management
IT
Financial
• Reduce time from
of IT service requests Management
and efficiency over Operations and Planning procure to pay
• Empower LOBs through
the next 3 years low-code tooling • Speed order to cash
Risk and
Compliance

• Automate KYC
regulatory compliance

• Quickly identify
fraudulent transactions
There are gaps in the path to success
Customer
and
I nnovation

Talent I ndustry and

Lifecycle Mission Critical
Operations

Financial
IT Management
Operations and Planning

3 pillars of Digital Transformation Risk and

Compliance

Digitize Analyze and Optimize Act

Business data is Performance gaps caused Execution on key

inaccessible and siloed
preventing a complete
view of customers and
hindering compliance
initiatives
by manual systems prevent initiatives is slowed
efficiency and lack of because of the lack of
reliable insights prevents the right tools or the right
operational visibility skills and resources to
develop them
IBM Cloud Pak for Business Automation - Capabilities
Start with your highest priority projects and easily expand

Process mining Robotic Process Operational

and modeling
Quickly understand your
as-is processes to pinpoint
inefficiencies and bottlenecks
so that you have confidence
you are automating the areas
of highest priority
Automation (RPA) Intelligence
Augment your workforce Gain insights with built-in AI
with digital employees to that provides recommended
free humans for higher- actions for continuous
value work and innovation optimization
IBM Cloud Pak for Business Automation - Capabilities
Start with your highest priority projects and easily expand

Capture Content Decisions Workflow

Capture, classify, and Share, manage, and Automate decisions Design and manage
extract data from content collaborate on content with business rules start-to-finish workflows

– Secure access to enterprise – Rapidly adapt to change with – Choreograph human and
– Speed extraction of information
content from anywhere business-friendly tooling automated activities to better
from key documents
manage internal workloads
– Connect content to digital – Increase consistency and
– Reduce data entry errors
business applications auditability of business policies – Improve consistency
through automated
– Assure governance – Integrate with predictive analytics across business operations with
data classification
and compliance for real-time response increased visibility
– Gain insights from
– Reduce cycle time to Increase
unstructured documents
straight-through processing
Addressing performance gaps with business automation
Customer
and
I nnovation

Talent I ndustry and

Lifecycle Mission Critical
Operations

Financial
IT Management
Operations and Planning

3 pillars of Digital Transformation Risk and

Compliance

Digitize Analyze and Optimize Act

– Operational intelligence – Robotic process
• Data capture (Scanning,
automation
OCR, etc.) – Process mining
– Workflow
• Content management – Process modeling (to be)
– Decision management
• Process modeling (as is)
– Data capture
• Process mining
– Content management
• Decision Modeling
• Robotic process automation
Use Case 1 – 3 pillars of Digital Transformation
Customer
and
I nnovation

Talent I ndustry and

Lifecycle Mission Critical
Operations

Financial

Onboarding
IT Management
Operations and Planning

Risk and
Compliance

Example
Digitize
– Model as-is onboarding
process
– Enhance as-is anecdotal
models with empirical
performance data
– Scan and convert forms and
documents (e.g. enrollment,
Cross Industry applications, verification, etc.)
Strategic focus:
– Operational excellence
Analyze and Optimize Act
– Analyze existing – Save official documents to a
performance gaps shared, secure workspace
– Brainstorm and simulate – Use digital labor to copy data from
solutions scanned documents into
onboarding systems and reduce
– Model to-be process
integration requirements
– Setup additional process
– Implement approval steps and
mining discovery points
exception pathways in workflows
– Define new/enhanced KPIs
– Automate routine employee,
vendor and customer onboarding
decisions
– Implement exception approval
SLAs in workflow and operational
intelligence

– Product leadership
– Customer intimacy
Use Case 2 – 3 pillars of Digital Transformation
Customer
and
I nnovation

Talent I ndustry and

Lifecycle Mission Critical
Operations

Financial

Refund request
IT Management
Operations and Planning

Risk and
Compliance

automation
Example Digitize
– Model as-is processes to
identify process opportunities
– Digitize and capture data
from refund request forms
– Create customer facing
application using low-code
Cross Industry tooling
Strategic focus:
– Operational excellence
– Product leadership
– Customer intimacy
Analyze and Optimize
– Mine process data from line
of business systems to help
analyze existing
performance gaps
– Monitor customer support
KPIs around refund
processing with real time
dashboards
Act
– Automate important refund
decisions: warranty checks,
troubleshooting pathways,
fraud detection, etc. - prior to
approval
– Automatically route requests
requiring manual review to
the appropriate customer
support representative(s)
– Use workflow to streamline
the refund process and help
ensure timely refunds for
valid requests
Use Case 3 – 3 pillars of Digital Transformation
Customer
and
I nnovation

Talent I ndustry and

Lifecycle Mission Critical
Operations

Financial

Decrease mortgage
IT Management
Operations and Planning

Risk and
Compliance

approval time
Example
Digitize
– Model as-is mortgage
approval process
– Enhance as-is anecdotal
models with empirical
performance data
– Scan and convert mortgage
Banking Industry application documents
Strategic focus:
– Operational excellence
Analyze and Optimize Act
– Analyze existing – Save official documents to a
performance gaps shared, secure workspace
– Brainstorm and simulate – Use digital labor to copy data
solutions from scanned documents into
loan processing systems
– Model to-be process
– Implement approval steps
– Setup additional process
mining discovery points
and exception pathways in
workflows
– Define new/enhanced KPIs
– Automate standard loan
approval decisions in
business rules
– Implement exception
approval SLAs in workflow
and operational intelligence

– Product leadership
– Customer intimacy
Use Case 3 – 3 pillars of Digital Transformation
Customer
and
I nnovation

Talent I ndustry and

Lifecycle Mission Critical
Operations

Financial

Decrease
IT Management
Operations and Planning

Risk and
Compliance

mortgage
approval time
Digitize
RPA Example – Intelligent infusion of
mortgage application
documents and emails thru
cognitive technologies
(Optical Character
Recognition (OCR) , Natural
Quick & easy process Language Understanding
remediation (NLU), etc,)
– Enhanced customer
interactions (ex: Mortgage
Calculator, Application
Status) thru Interactive Voice
Assistants and Chatbots
Strategic focus:
– Use RPA script recorder for
– Operational excellence quick deployment (ex:
Payments, Billing
– Product leadership Notifications, Payoff inquires)
– Customer intimacy
Analyze and Optimize
– Quick business reporting &
reconciliation automation
– Quickly automate event
logging and handling –
mortgage demographic
analysis
– Increase throughput and
productivity in pro rated
Mortgage closing costs
calculation and Interest Rate
Analysis
– Lower mortgage labor costs
– Lower mortgage SLAs
– Eliminate manual errors
Act
– Quickly optimize the mortgage
application process with no
changes in applications and
without using complex technical
APIs
– Quickly scale process
performance by eliminating
human latency with human
mortgage data entry. Ex.
Mortgage Acc. Opening, Billing,
Payments
– Augment Knowledge Workers
tasks for productivity (customer
reporting & consolidation)
– Free up humans from no value-
added mortgage work, like
appraisal/closing scheduling
Use Case 3 – 3 pillars of Digital Transformation
Customer
and
I nnovation

Talent I ndustry and

Lifecycle Mission Critical
Operations

Financial

Decrease
IT Management
Operations and Planning

Risk and
Compliance

mortgage
approval time
Digitize Analyze and Act
Data Capture – Direct branch scanning of paper Optimize – Feeding workflow data for decreased
customer example documents. – Account validation turnaround times (24 hours to seconds)
– High Volume digitizing (264000 – Social Insurance – Increase intelligent customer database
documents per month) Number validation – Actionable data for decision
Banco Galicia – Decentralized scanning of – Image Cleanup management on approval criteria
Credit application form from
– Human in the Loop – Insights now available to be constructed
Branches
low confidence
validation on extraction
– Signature Validation
for fraud detection

Strategic focus:
– Operational excellence
– Product leadership
– Customer intimacy
Use Case 4 – 3 pillars of Digital Transformation
Customer
and
I nnovation

Talent I ndustry and

Lifecycle Mission Critical
Operations

Financial

Reduce cost and

IT Management
Operations and Planning

Risk and
Compliance

time for Account

Closure Process
Digitize Analyze and Optimize Act
Process mining – Mine the log files from bank
applications to create a data-
– Analyze existing processes
for performance gaps vs
– Implement robotic process
automation to automate tasks
Example driven approach to process modeled process with a high-degree to rework,
discovery. – Evaluate process metrics for errors, or manual iterations.
– Capture user-interactions opportunities to automate – Implement approval steps
(clicks) to derive task details. tasks, processes, and/or and exception pathways in
decisions. workflows
Banking Industry – Create a digital twin of the – Automate standard decisions
organization to simulate in business rules
solutions
– Continuously monitor for
– Calculate ROI on the process deviations to
solution before beginning an proactively implement
Strategic focus: automation project corrective actions
– Operational excellence
– Product leadership
– Customer intimacy
Use Case 4 – 3 pillars of Digital Transformation
Customer
and
I nnovation

Talent I ndustry and

Lifecycle Mission Critical
Operations

Financial

Reduce cost and

IT Management
Operations and Planning

Risk and
Compliance

time for Account

Closure Process
Digitize
Process mining • Mine back-office
customer example applications to discover
business processes
• Extract performance data
Credito Emiliano for the end-to-end
(Credem) process
• Capture user-interactions
to understand task
execution metrics
Strategic focus:
– Operational excellence
– Product leadership
– Customer intimacy
Analyze and Optimize
– Insights
• Existing process not
compliant with regulation
of 12-days completion
• Multiple step reworks
• Process deviations and
bottlenecks
– Simulated automation
alternatives to quantify the
cost saving, resource load,
and lead time improvement
Act
• Used IBM Business
Automation Workflow and
Operational Decision
Manager to optimize process
performance and ensure
compliance for a 30%
reduction in process lead
times
• Implemented RPA to deliver
an 85% reduction on service
closures
• Realized a 20% cost
reduction though end-to-end
automation and
improvements
Use Case 5 – 3 pillars of Digital Transformation
Customer
and
I nnovation

Talent I ndustry and

Lifecycle Mission Critical
Operations

Financial

Benefits Entitlement
IT Management
Operations and Planning

Risk and
Compliance

Example

Digitize Analyze and Optimize Act

– Model as-is entitlement
approval process
– Enhance as-is anecdotal
models with empirical
performance data
– Scan and convert entitlement
Cross Industry application documents
– Archive entitlement
disposition correspondence
Strategic focus:
– Operational excellence
– Product leadership
– Customer intimacy
– Analyze existing – Save official documents
performance gaps (applications, verifications,
– Brainstorm and simulate etc.) to a shared, secure
solutions workspace
– Use digital labor to copy data
– Model to-be process
from scanned documents into
– Setup additional process entitlement systems
mining discovery points
– Implement approval steps
– Define new/enhanced KPIs and exception pathways in
workflows
– Automate standard
adjudication decisions in
business rules
– Implement exception
approval SLAs in workflow
and operational intelligence
Use Case 6 – 3 pillars of Digital Transformation
Customer
and
I nnovation

Talent I ndustry and

Lifecycle Mission Critical
Operations

Financial

Improve
IT Management
Operations and Planning

Risk and
Compliance

application
process cycle time
Digitize
Data capture example – Customer mobile check
digitization for processing
– Decentralized scanning of
Credit application form
from Branches
– Application scanning from
Banking Industry scan, email, fax, file
sources, or mobile
– High Volume digitization
– Data extraction
Strategic focus:
– Operational excellence
– Product leadership
– Customer intimacy
Analyze and Optimize
– Application Data Validation
– Increased accuracy due to
human-in-the-loop validation
– Image Cleanup for
increased accuracy
– Machine Learning to
increase accuracy
– Fraud validation
– Signature Validation
– Handwriting Recognition
– Advanced AI OCR Engine
for additional accuracy
– Built In Rules for Export
– Automatic Role Based
Redaction for data security
Act
– Assign extractions to as
attached Metadata
– Export as searchable PDF to
Content Management Platform
– Send extractions to downstream
business applications
– Execute an RPA bot using
extractions
– Launch External Workflow
using relevant data
– Export to decision management
system for approval
Use Case 7 – 3 pillars of Digital Transformation
Customer
and
I nnovation

Talent I ndustry and

Lifecycle Mission Critical
Operations

Financial

Accelerate
IT Management
Operations and Planning

Risk and
Compliance

digitization of
assets
Digitize
Data capture example – Scan and convert
applications, registrations,
proofs of identification,
financial documents
(checks, etc.)
– Decentralized scanning of
forms by external
Cross Industry locations and sources
(e.g. customers, vendors,
etc.)
– Scanning from scan,
email, fax, file sources, or
Strategic focus: mobile
– High Volume digitization
– Operational excellence
– Data extraction
– Product leadership
– Customer intimacy
Analyze and Optimize
– Application Data Validation
– Increased accuracy due to
human-in-the-loop validation
– Image Cleanup for
increased accuracy
– Machine Learning to
increase accuracy
– Fraud validation
– Signature Validation
– Handwriting Recognition
– Advanced AI OCR Engine
for additional accuracy
– Built In Rules for Export
– Automatic Role Based
Redaction for data security
Act
– Assign extractions to as
attached Metadata
– Export as searchable PDF to
Content Management Platform
– Send extractions to downstream
business applications
– Execute a RPA bot using
extractions
– Launch External Workflow
using relevant data
– Export to decision management
system for approval
Use Case 8 – 3 pillars of Digital Transformation
Customer
and
I nnovation

Talent I ndustry and

Lifecycle Mission Critical
Operations

Financial

Provide top-notch
IT Management
Operations and Planning

Risk and
Compliance

customer service
360o View of Customer Digitize
Documents Example – Digitize paper customer
documents to quickly make
available to the pertinent
Cross Industry workflow process
– Build a secure repository of
customer information
Go paperless to gain
– Eliminate the need to review
efficiencies with all each document and identify
appropriate routing
customer interactions – Eliminate paper document
transfer/mail to relevant
department for processing
Strategic focus:
– Easily access document
– Operational excellence repository to provide more
informed Customer Services
– Product leadership
– Customer intimacy
Analyze and Optimize
– Apply cognitive technologies
(OCR, Natural Language
Understanding, etc.) and
machine learning to extract
customer and document
information
– Classify documents and
route to the appropriate
banking process
– Use modeling tools to
analyze paper processes
and optimize for digital
Act
– Implement a secure
Enterprise Content
Management system to
archive and manage all types
of files
– Implement Governance tools
to assure document
immutability
– Maintain records using
government standards to
avoid fines and legal costs
– Implement Customer Self
Service for both viewing and
adding documents to be
processed
Use Case 8 – 3 pillars of Digital Transformation
Customer
and
I nnovation

Talent I ndustry and

Lifecycle Mission Critical
Operations

Financial

Provide top-notch
IT Management
Operations and Planning

Risk and
Compliance

customer service
Content Services
Digitize
Customer Example
– Replaced paper processes by
implementing FileNet Content Manager
Banco Galicia – Eliminated a 24 hour wait to approve
credit limits by reusing information
previously supplied.
– Accelerated document transfer from
branches to centralized areas for
processing from days to minutes.
– Staff can now access all customer
information and can offer additional
products to the customer without
having to request previously provided
additional information,
Strategic focus:
– Operational excellence
– Product leadership
Analyze and Optimize
–
Analyzed paper-based
obstacles. Majority of customer
correspondence comes into the
bank in paper format.
– Paper-based data delayed
response to customer requests.
– Audits required a large
investment of resource to find
requested documents.
Resources which could be used
to drive new business.
– Sluggish, paper-based
processes hindered the Bank’s
ability to provide top-notch
customer service to beat
competitive pressures.
Act
– Implemented multiple capabilities
of the Cloud Pak for Business
Automation.
– Implemented FileNet Content
Manager to securely store and
manage digital information.
– Implemented Business Automation
Workflow to automate Mortgage,
Loans, Credit Card and Account
Opening processes.
– Used BlueWorks live to document
and analyze processes and then
send to BAW tor development
– Implemented Datacap to digitize
and capture documents and
automatically trigger the correct
process.

– Customer intimacy
IBM leads Gartner IDC Forrester
the market IBM ranking: Leader
Intelligent Business
IBM ranking: #1
Worldwide Artificial Intelligence
IBM ranking: Leader
Digital Process Automation
in automation Process Management Suites
Gartner Magic Quadrant for iBPMS
Services
Market Analysis Perspective:
Software
The Forrester Wave: Digital Process
with AI 2019 Worldwide Analytics and Intelligent Automation Software, Q4 2021

—
Automation Services, 2021
IBM ranking: Leader
IBM ranking: Leader Decision Services
Omdia Cloud-based Content Services The Forrester Wave: Digital
IDC MarketScape Worldwide SaaS and Decisioning Platforms, Q4 2020
IBM ranking: Leader
Cloud-Enabled Content Applications,
Content Services 2019 IBM ranking: Strong
Omdia Universe: Selecting a Content
Services Platform, 2021 performer
Content Services
— IBM ranking: Major Player
Robotic Process Automation
The Forrester Wave:
Content Platforms, Q2 2021
Infosource IDC MarketScape Worldwide

IBM ranking: Leader

Robotic Process Automation Software
Vendor Assessment, 2020 - 2021
—
Capture Everest Group
Infosource Capture Market Matrix,
2020-2021 IBM ranking: Leader
Business Process Solutions
— PEAK Matrix™ Assessment 2020

Nelson Hall IBM ranking: Major

Contender
IBM ranking: Leader
Robotic Process. Automation
Process Discovery & Mining PEAK Matrix™ Assessment 2021
Vendor Evaluation & Assessment Tool
IBM Automation
expertise across
industries

Global Broad Deep

capabilities experience expertise

Automation practitioners Automation clients Industry and

domain heatmaps

IBM Research staff Bots, runtime scripts U.S. Patents in 2019,

in 19 locations across and automata deployed the most ever awarded
six continents to a U.S. company
IBM Cloud Pak for Business Automation
Address performance gaps across the enterprise to achieve end to end automation

Client and partner solutions

Low-code Automation
applications accelerators

Process mining Robotic Process Operational

and modeling Automation intelligence

Core
automation

Document Workflow Decision Content

processing management services
AI and machine learning
Automation foundation

Robotic Process Natural language Process and Event Machine learning 3rd Party Operational models
Automation interactions task mining detection integrations
Complete doesn't mean cumbersome, it
means convenience

Just like you can go down to your local grocery store to buy
eggs for an omelet today and next week buy flour and sugar
to make a cake…

You can go to your Cloud Pak and buy one capability, like
RPA, to automate a simple task flow and then later combine
RPA with capture and workflow to fully automate a
departmental process – all in a single, modern platform.
IBM Cloud Pak for Business Automation
helps accelerate growth and business performance

Business Your competitors Really easy to find

Automation is really are using high value use cases
valuable in your Business (maybe you’ve
industry and should Automation identified them, or we
be valuable to you can have a discovery
session with you to
identify the low
hanging fruits)
Get started with IBM

Want to learn more? Here are a couple of options:

1 2 3 4
Try the Cloud Pak for Business Book a virtual consultation
Let’s talk! Let’s share with other Automation at no cost with an expert
business leaders in the
Schedule some time with me to organization – Discovery
learn more about what the – Design Thinking
capabilities of the Cloud Pak can – Forensic
do and see the product at work cost-cutting
– Botathon