How our WorkEngine RPA technology works
WorkEngine Triggers are one of the most powerful aspects to our Work Management Platform. In this article, I explore the motivation behind them, how we architected them, and how our customers can use them as part of their Robotic Process Automation (RPA) strategy.
Over the years, we’ve watched our customers demand more from their Work Management technology solutions. Whatever their industry— Field Service, FM, Logistics, Utilities — one of the biggest shifts has been to increase automation in their technology strategy. Our industry has responded with a myriad of RPA-type solutions that aim to automate business processes through software and technology. RPA Tools are gaining greater intelligence through Hyperautomation, where RPA is further augmented with AI or machine learning. But very often just codifying and automating tasks carried out by people can deliver huge gains.
Our Work Management Platform — WorkEngine — provides RPA through a technology we have developed called Triggers. Uniquely, Triggers is integrated into the fabric of our platform and can be utilised at any time, allowing automation that is completely integrated into a customer’s working processes. The benefit of triggers is part of our Data Driven approach — helping to codify working knowledge, reduce risk, automate service delivery and allow teams to focus on high value actions and customer service instead of repetitive, mundane tasks.
Triggers utilises our WorkEngine Scripting technology, allowing highly bespoke functionality to be enacted in a consistent way across an entire business — across both back office and mobile based teams. Let’s take a look…
Let’s take a really simple example as to how Triggers work hand in hand with our Scripting tech. Let’s imagine you are a Windscreen Repair company and you’re completing an assessment for a customer that has non-standard requirements for replacement glass for their windscreen. Using WorkEngine’s Scripting technology, this logic can be encapsulated into a Script that operates on the platform that:
This first part is easily taken care by creating a Trigger in WorkEngine that runs this Script any time a new “Assessment Job” is received by the platform. In WorkEngine it’s as simple as opening the Triggers section, and assigning this Script to the right action. We’ve just automated the process of looking up product information across two disparate APIs.
The back-office team member would automatically see the new Order Task in their queue of work and, once confirmed with the customer, could mark the Order as Approved. Do they have to manually contact their supplier to order the glass? Not with Triggers — it’s a simple task to create another Trigger that operates on Order Task ‘Approvals’ to go ahead and place the order with the supplier — perhaps by sending an email with the information required.
We’ve engineered Triggers to be a highly scalable technology that can deal with many thousands of incoming pieces of data every second. It’s not limited to changes that are made by humans — Triggers can perform actions based on data feeds from IoT and Telematics. Let’s imagine that you’re an FM Company and are recording sensor data from Building Management devices. These IoT Devices are streaming data into the WorkEngine platform. Every single data point can be interrogated by our Triggers technology to perform things like pattern matching, and run customer rules that can spot issues in equipment in the field — perhaps scheduling some pre-planned maintenance in a predictive way.
True ‘Real-Time’ Analytics is becoming a standard requirement for many organisations. Generally speaking, with Field Service/Work Management solutions, businesses can go down one of two routes:
One of the genius uses for Triggers is to build real-time analytics data. Triggers operate on data with a delay of milliseconds, and can generate analytics data that is instantly available for reporting and dashboards in WorkEngine’s Data Studio (or, indeed, in your analytics tool of choice).
This is the bit for the geeks — how we actually architected Triggers. The diagram below gives a really high level overview of the architecture for how we deliver Triggers:
Triggers is one of the key technologies interwoven throughout WorkEngine to provide our customers with an entirely integrated RPA, automation facility. Designed to help codify business rules, Triggers is able to perform actions based on any set of conditions a customer can think of to codify working knowledge, removing risk and automating service delivery.
Part 3 of our Data Driven Work Management series
Part 2 from our series of posts extracted from our “Data Driven Work Management” Whitepaper.