‘Super automation will bloom in the next 10 years’

Opening the Leader Talks on the topic “Super automation in digital businesses”, on the afternoon of April 26, Ms. Nguyen Minh Nguyen Thanh, Southeast Asia Sales Director akaBot (FPT Software) affirmed that technology is the key. key for businesses in all fields to adapt to unusual developments such as epidemics, climate, environment… Leaders of akaBot believe that in 2022, businesses will focus on developing business models relies on three key factors: growth, performance, and digitalisation.

Although she understands the importance and urgency of digital transformation, Ms. Nguyen Thanh believes that Vietnamese businesses still have a low level of digital maturity. The digital transformation process of Vietnamese businesses still mainly focuses on automating small and separate processes and tasks, ie focusing on operations. Most units do not have a master plan, building a digital strategy is not effective.

Agreeing with this statement, Mr. Nguyen Vinh Tuyen, Deputy General Director, Head of Information Technology Division of Nam A Bank also said that, for the digital transformation process to take place more successfully, units need to build detailed plan and roadmap based on long-term vision.

Taking a practical example, Mr. Tuyen said that at Nam A Bank, the unit has built a digital transformation roadmap to 2025, with a vision to 2030 with the items listed in detail. This roadmap focuses on 6 important contents including: increasing the number of digitized operations; increase the number of users switching to digital channels; increase the number of transactions through digital channels; determine the target revenue on the digital platform; accelerate the digital transformation of lending processes; store records and data on a digital basis.

According to experts, in order to optimize business operation based on technology application, any business will need to carry out two parallel processes: “internal” and “digital external”. In the process of “internal confrontation”, businesses will have access to the concept of “Hyperautomation”. This is a concept that has been defined by Gartner as a solution that businesses use to quickly identify, evaluate, and automate processes as much as possible. Hyperautomation uses a combination of technologies, tools and platforms, including AI, Machine Learning, RPA, BPM, iBPMS, Process, Task mining…

According to Ms. Nguyen Minh Nguyen Thanh, super automation is the destination of businesses. Hyper-automation helps businesses solve problems of productivity, employee quality, and smart technology adaptability. However, it is not until 2030 that Hyperautomation really becomes developed and popular. At the present time, Vietnamese enterprises have just stopped at popularizing RPA (robot automation process) and started moving to end-to-end automation with the Hyperautomation digital toolkit.

“The introduction of RPA into operational automation has become common in the past two years. However, most process automation is still at a basic level and begins to show signs of optimization through established CoE (improvement centers that gather experience in automation) However, businesses have also begun to realize the importance of full automation, which is the premise to guide the direction. to Hyperautomation”, akaBot leader commented.

In the process of moving towards hyper-automation, the excessive adoption of technology also leads to worries about replacing people and stories about the work of workers. According to Mr. Nguyen Vinh Tuyen, to help workers reduce the fear of losing “jobs”, enterprises should first have stages of technology testing. Units also need to organize sharing sessions, instructions on how to operate, use and bring value of technology with their staff.

Leaders of Nam A Bank believe that people will still be the focus of all development. The application of machine and technology solutions will contribute to freeing employees from repetitive processes. “When being liberated from boring jobs, people will be able to focus on bigger things, contributing to stimulating creativity and innovative thinking. That is the benefit that automation brings to workers, it’s not about machines replacing people,” Mr. Tuyen affirmed.

Besides “Digital external relations”, “Digital external relations” is also something Vietnamese businesses are very interested in in the digitalization process. Digital diplomacy is reflected in the way businesses persuade and maintain relationships with customers, markets, and shareholders based on technology.

With the process of “digital diplomacy”, the bank is considered as one of the pioneers. Banks in Vietnam began the process of building customer trust in digital products many years ago. However, according to experts, the complete transformation to digital banking will still be a story of the distant future.

Citing reality at Nam A Bank, Mr. Nguyen Vinh Tuyen said that although the unit has been developing digital products for a long time based on the needs of customers, there are still some customer segments that are not ready to continue. accept new technologies and still choose traditional trading methods. This group of customers are mainly people over the age of 50. Therefore, the bank still maintains traditional transaction activities. Nam A Bank’s representative is still optimistic about the future of digital banking, especially when Gen Z, who has the ability to master technology, will become the main customer group in the next few years.

Besides customers, shareholders are also a group that businesses focus on to ensure effective business operations in the process of “digital external relations”. Thanks to digital transformation, in the future there will be many shareholder meetings held in the online form like the way FPT has done recently.

Accordingly, FPT used akaBot’s UBot Meeting solution. Ms. Nguyen Thanh said, this solution allows to automate the shareholders’ meeting up to 90% through automatically sending invitations and reminders; automatically identify shareholders by FPT.AI eKYC and return the results in just one second; voting 100% online; automatically count votes and update results in real time, returning results in just one second.

Finally, the speakers participating in the seminar believed that what businesses care about is not just RPA or Hyperautomation, but rather focus on values, solutions to optimize operations, and apply technology effectively.

“We believe that the right strategy for businesses today is to take small and fast steps, achieve early results. That will be the premise for businesses to take the next steps confidently and expand their scale. and move to Mass Automation (mass automation with enterprise-wide scale)”, akaBot leader shared.

Hoai Phuong