For organizations who are still wedded to the rules and structures of robotic process automation (RPA), then considering agentic AI as the next step for automation may be faintly terrifying. SS&C Blue Prism, however, is here to help, taking customers on the journey from RPA to agentic automation at a pace with which they’re comfortable.
Big as it may be, this move is a necessary one. Modern workflows are at a level of complexity that outlines what traditional RPA was designed to do, according to Steven Colquitt, VP Software Engineering, SS&C Blue Prism. Unstructured data comes from various sources resembling non-deterministic real-world interactions. “Inputs can vary, outcomes can shift and decisions depend on context in real-time,” notes Colquitt.
Brian Halpin, Managing Director, Automation, SS&C Blue Prism, gives the example of a credit agreement where you might need to get 30 or 40 answers from it. He uses the word “answers” deliberately as opposed to data points to account for the level of reasoning that a large language model (LLM) performs.
The element of this being a journey continues to resonate, however. “We’re now saying we’re giving an AI agent the outcome that we want, but we’re not giving it the instructions on how to complete,” says Halpin. “We’re not saying, ‘follow step one, two, three, four, five.’ We’re saying, ‘I want this loan reviewed’ or ‘I want this customer onboarded.’
“Ultimately, I think that’s where the market will go,” adds Halpin. “Is it ready for that? No. Why? Because there’s trust, there’s regulations, there’s auditability […] stability, security. We know LLMs are prone to hallucinations, we know they drift, and [if] you change the underlying model, things change and responses get different.
“There’s an awful lot of learning to happen before I think companies go fully autonomous and real agentic workflows [are] driven from that sort of non-deterministic perspective,” says Halpin. “But then, there will be something else, right? There will be another model. So really, it is all a journey right now.”
SS&C Blue Prism has thousands of customers who have automated processes in place, from centers of excellence (CoEs) to running digital workers in their operations, who they’re hoping to upgrade into the “world of AI”, as Halpin puts it. Sometimes it’s about connecting two separate areas.
“It’s been interesting,” Halpin notes. “As I talk to [our] customers, I see a common thread among companies right now where, in a lot of cases, AI has been established as a separate unit in a company. You go over to the process automation team, and they’re maybe not even allowed to use the AI.
“So, it’s about, ‘How do you help them get that capability and blend it into their process efficiency and allow them to get to the next 20%, 30% of automation, in terms of the end-to-end process?’”
As part of this, SS&C Blue Prism is soon to launch new technology which helps organizations build and embed AI agents within workflows, as well as assist with orchestration. Those who attended TechEx Global, on February 4-5 as part of the Intelligent Automation conference, where SS&C Blue Prism participated, got the full story, as well as understanding the company’s ongoing path.
“[SS&C Technologies] are one of the biggest users of RPA in the world,” adds Halpin. “We have over three and a half thousand digital workers deployed [across the SS&C estate]. We’re saving hundreds of millions in run-rate benefit. We’ve about 35 AI agents in production attached to those digital workers doing […] complex tasks, and really, we just want to share that journey.”
Watch the full interview with Brian Halpin below:
Photo by Patrick Tomasso on Unsplash
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