Eversource Energy’s automation journey shows that companies can revitalize operations and employee experiences through intelligent automation. By addressing backlogs, adopting mining processes and reducing manual labor, Eversource has transformed its business practices and customer interactions in line with Rocky Solomon (pictured, left), enterprise automation manager at Eversource Energy.

Eversource’s Rockie Solomon and EY’s Jamaal Stanford discuss process mining and the enterprise value of RPA.

“We had lawsuits that had been piling up for quite some time, and they ended up costing us quite a bit of money,” Solomon said. “That was our introduction to automation. When you see work piling up, it’s frustrating. That’s when we partnered with Ernst & Young to do this proof of concept, and then we started our automation journey by building the foundational capability and governance to support it, and that allowed us to grow.”

Solomon and Jamaal Stanford (right), senior manager at Ernst & Young Global Ltd., spoke with analyst CUBE Research Dave Vellante and host Rebecca Knight TO UiPath Forward 2024during an exclusive broadcast on theCUBE, SiliconANGLE Media’s live streaming studio. They discussed Eversource’s connection with EY and the power of robotic process automation, artificial intelligence and process mining in modern enterprises. (* Disclosure below.)

Using intelligent automation and mining processes for granular information

Eversource tackled back-office tasks first, using unattended automation to efficiently manage repetitive tasks. This has helped reduce the burden on employees, allowing them to focus on more meaningful work. Over time, the company expanded its automation efforts to include assisted automation for front-office tasks, allowing customer service representatives to complete their tasks while bots worked in the background, according to Solomon.

“They invoke these automations to work in real time while they’re on the phone with customers,” she said. “We also introduced chatbots. So some of our CSRs can go into a chatbot and say, “Any information they need to retrieve something is in their knowledge base.”

Process mining provides deep insight into how business processes are executed and where deviations occur – and EY’s expertise in the field has been critical to Eversource’s operations. This data-driven approach allowed the company to uncover inefficiencies, address the root causes of problems and further optimize operations.

“They didn’t know if it was a people, process or technology problem,” Stanford said. “We were able to go in and use mining processes to give them more transparency into their process, to help them identify areas where they could either apply automation or provide coaching to some of the people who were completing the work or had to change the process itself. .”

Here’s the full video interview, part of SiliconANGLE and TheCUBE Research’s coverage UiPath Forward 2024:

(* Disclosure: UiPath Inc. and EY sponsored this segment of theCUBE. Neither UiPath and EY nor any other sponsors have editorial control over the content on theCUBE or SiliconANGLE.)

Photo: SiliconANGLE