RPA (Robotic Process Automation)

Ilitha Telecommunications are expanding and see the opportunity to leverage RPA in our current internal systems landscape to improve operations, governance and reporting while leveraging our current systems, and avoiding unnecessary IT and integration and operational costs.

We would like to invite your response to implement RPA in two initial use cases as a “Proof of value” of this initiative.

Use case 1: Field Install supporting channel

Configure and deploy an interactive WA chat bott capable of seamless integration with or CRM, helpdesk and workflow systems to deliver:

• Assignment of equipment installation from install ticket to installer
• Complete interactive installation checklist, and route supporting documentation and ticket to supporting department in the workflow
  • Lat Long (GPS)
  • Images / OCR (Serial Number, readings)
• Log tickets in workflow systems as is required
• Retrieve customer data as needed from other systems / data sources during the process (resolve phone number to customer details in CRM, resolve serial number from asset register)
• Supplement the customer or asset system with the combined record as is required

Use case 2: Internal support function ticket logging and interaction through bott

• Create the capability of botts to be actionable from internal communication channels for action, e.g. call Bott from group to log ticket
• Create simple responses in such groups such as “Log Ticket”, Escalate, resolve ticket, assign ticket, see ticket details etc
• Enable the logging of group communications for analysis and retention where the Bott is a group member
• Enable resolution of phone numbers to internal and external party information to supplement ticket logging in back-end systems

High level technical information of landscape:

Ilitha has a preference of leveraging current IT investments that have proven capability, and as such preference will be given to vendors who can leverage our current core system capabilities, as opposed to adding duplicate functionality that will create integration and operational complexity.

A technical briefing will be scheduled for QA upon receipt of intention to respond, and further information will be provided in terms of solution commercial and governance response at this briefing.

Respondent will be required to provide solutions to the following:

• How does your RPA / Bott capability integrate to Ilitha’s current systems and “way of working”, or will you be leveraging Ilitha pre integrated technologies to achieve the solution? If so, describe in detail how integration will be done and who will be responsible for the maintenance and upkeep of such.
• Is the workflow / process proprietary intellectual property of Ilitha or the respondent, and what training / handover will be done to Ilitha’s staff to ensure the internal capability to modify / maintain the workflow in the future?
• Please break down your service offering in the following sections:
  • Project once off cost (Software, other Capex, Consulting or service fees)
  • Recurring costs (Subscriptions, support, changes)
  • Compliance measures and standards (POPIA, Security, change)
• Kindly provide any references / use cases or other materials related to experience in this field for prior projects.

Kindly respond to Charl@Ilitha.com for further information and to set up a detailed briefing to support your response.