How far can Business Services Automation go?

1. TITLE – OPTION 1 How far can Business Services Automation go? From RPA to AI

2. About Symphony By scale, experience and accreditation, we are the leading and largest global RPA pure play, with the only fully integrated Intelligent Automation Platform Consulting Implementation Managed Services • Vision Workshops • Future of Work Accelerator • RPA COE Design & Training • Proofs of Technology • Proofs of Concept • Pilots • RPA Helpdesk • Ongoing Transformation • Monitoring & Support Intelligent Automation Platform (The Symphony Digital Office) • Virtual Hosting • RPA As-a-Service • Natural Language Processing • Chatbots • OCR Data Extraction Most accredited Blue Prism ‘Pure Play’ Partner UiPath Strategic Partner & Largest Training Capability ‘Leading Service Delivery Automation (SDA) Providers ‘Cool Vendor’ in the Business Process Services category #1 Leading Robotic Process Automation (RPA) Pure Play Best Intelligent Automation Pure-Play 2016 Blue Prism Implementation & Best Practice Leader 2017 – US/LatAm GSA Digital Champion of the Year 2017

3. Symphony Symphony is at the forefront of the ‘Future of Work’ and, for the past 4 years, has driven automation-led innovation amongst some well-known brands across banking and financial services, logistics, retail and healthcare. Right Partner The combination of Symphony's focus on improving operations through intelligent automation and SYKES focus on improving customer experience through contact centres means we can now offer clients truly innovative solutions for managing work across their organisation - from front-to-Back office. + = In November 2018, Symphony was acquired by SYKES, a leading customer contact organization and pioneer of the ‘Intelligent Customer Experience’ (ICX). SYKES

4. Back Office VS Front Office Benefits Reductions in FTE are the easiest automation benefit to quantify and express monetarily, and this remains the case in the Front Office. Alternative benefits are frequently considered as mere ‘side effects’ of the automation, however when they are considered seriously, their impact on the business is often a lot larger. Compliance Compliance Speed (Cycle Time) Speed (FTE) Agility (Scalability) NBA (Cross-Sell) Cost Insight Training (Quicker onboarding) Quality Front Office The benefits that impact the business most are NBA (increased cross sales), CSAT (increased Life Time Value), ESAT (less churn), and Training (on the job & faster = smaller % of team training). $ CSAT (proxy for LTV) ESAT Middle & Back Office The benefits that often have the biggest impact are increased scalability, and reduced cycle times.

5. Digitisation – Typical View of Work Unstructured Data Manual Processing Analytics & Insights Structured Data Limited due to gaps between systems Digital Inputs Digital Inputs Taking Unstructured data and codifying it into structured data (Swivel Chair work) Manually augmenting data / reporting

6. Digitisation – ‘Future of Work’ view Unstructured Data Basic Digital Tools Human-in-the-Loop Structured Data Forms a. _____b. _____c. _____ Advanced Digital Tools Digital Inputs Exception handling / Decision making Digital Inputs NLP Computer vision Speech 2 Text RPA + RDA All digital ‘dust’ / ‘sediment’ is captured, logged and stored for future use. Analytics & Insights

7. HfS IA & RPA Market Forecasts Automation and AI Business Operations Spend 2016-2021 Source: HfSResarch Source: HfSResarch

8. The Intelligent Automation Toolkit - Reimagined UNDERSTANDING Platforms & Cloud Services DIGITISATION Process Process Discovery / Mining / Mapping DIGITAL LABOUR FUTURE TECH DIGITAL DECISIONING Receiving (Data) Acting (Labour) Processing Learning Other Visual Recognition Facial Object / Character / Symbol Handwriting Video / Motion Macros / scripts Learning Algorithms Deep Learning Machine Learning Blockchain Technology Smart contracts Language Emotion / Sentiment Natural Language Translation Robotic Process Automation Crowd P2P Mass workforce orchestration Environment Augmented reality Virtual Reality Audio Recognition Voice recognition Speech / Dialog Creation Attended Automation Text Natural language generation Data Visualisation Reporting IoT Network assets Machine to Machine Geo-location Analytics Deterministic Predictive Real-time Virtual Agents Behavioural Real-time input Outputs from learning Haptics - Motion Decisioning CONTROL Workflow / orchestration

9. The Intelligent Automation Toolkit Platforms & Cloud Services Process Process Discovery / Mining / Mapping Receiving (Data) Acting (Labour) Processing Learning Other Visual Recognition Facial Object / Character / Symbol Handwriting Video / Motion Macros / scripts Learning Algorithms Deep Learning Machine Learning Blockchain Technology Smart contracts Language Emotion / Sentiment Natural Language Translation Robotic Process Automation Crowd P2P Mass workforce orchestration Environment Augmented reality Virtual Reality Audio Recognition Voice recognition Speech / Dialog Creation Attended Automation Text Natural language generation Data Visualisation Reporting IoT Network assets Machine to Machine Geo-location Analytics Deterministic Predictive Real-time Virtual Agents Behavioural Real-time input Outputs from learning Haptics - Motion Decisioning Workflow / orchestration

10. lukasz.gargasz@symphonyhq.com