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Podcast #Diveintothefuture: 2026 the year of automation [AUDIO]

Welcome to the future of intelligent automation!

Due to the technological revolution, organizations have had to find alternatives to remain competitive and find new levers for growth. With this podcast #Dive Into the Future: 2026 the Year of Everything Automated, we take you on a journey into a world where intelligent process automation has become the norm. Thanks to advances in AI and smart automation, people and machines are now working together to increase efficiency and productivity.

Listen to 3 experts in AI and automation to discover how far we have come to get to this augmented future (in which we will soon be): Mehdi Nafe – CEO & Cofounder of the consulting and technology firm Novelis; Dominique Duquennoy – Customer Success Director and Benoit Cayla – AI & Automation Evangelist at Blue Prism, leader in Robotic Process Automation.

https://video.blueprism.com/watch/ysqqa8LH8WFfxGkrJW8VPg?

About the participants:

Benoît Cayla, Dominique Duquennoy and Mehdi Nafe

Benoît Cayla is a Pre-Sales Solution Consultant at Blue Prism. Passionate about AI (Machine Learning, NLP and Deep Learning), he combines his skills in this field with automation to help his customers to robotize more efficiently sometimes complex business processes.

With several experiences at LivePerson and Expert System, Dominique Duquennoy joins Blue Prism in 2019 as Customer Success Director where he helps accelerate the industrialization of large organizations and helps them improve their processes.

Mehdi Nafe is the CEO & Co-Founder of Novelis. Trained as an engineer and a project manager, he positions Novelis on innovative projects involving cutting-edge technologies such as Artificial Intelligence, intelligent automation, OCR or RPA (Robotic Process Automation) to address the business challenges of organizations.

RPA : From Process Robotization to Intelligent Automation

Posted on October 1, 2019 by :

In this article, we invite you to take a look at the concepts backed by the acronym RPA and its use cases.What is RPA?

RPA (Robotic Process Automation) is a subject of innovation and interest but whose background has origins in the birth of IT. It is therefore important to understand that the very topic of automation is not new.

Often the difficulty we have in defining RPA is to show how it differs from the automation processes we already know. The first difficulty resides in the very word “robot” which is not implied as an electronic robot operating alone but rather as software for automating a well-defined process. The second is due to the psychological brake placed behind the word “robot” which induces for some that they are doomed to replace humans in the execution of tasks.

For Walid Dahhane “RPA is the acronym for Robotic Process Automation” which translates into French as “Robotisation des processes automatisés”. It is nothing but a software called robot, which performs data processing and manipulation of work, exchange between different computer systems, and executing internal and external communication.

The idea behind RPA is therefore to “robotize” business processes that would require the intervention of a human. The robot thus performs a succession of predefined tasks based on precise and identified information. It captures data in several systems then digitizes and performs actions usually performed by men.What activities can be automated with RPA?

Once we better understand the concept of RPA itself, we wonder about the nature of the activities that we can automate.

The answer is : almost everything that happens on a computer and that a human can control via a mouse and keyboard (like for example : emulating clicks, entering data, copy / paste, navigate on several screens, connect to applications) and also perform purely computer processing (such as : calling web services, connecting to BDDs). We are in the context of RPA as long as technology can perform the action alone without the intervention of a human being and without a cognitive part in the process.

RPA therefore makes it possible to carry out transactions with any application in the same way as a human, and execute structured tasks.

If we take the example of Kiva robots from Amazon, we are in another field, that of electronic robotics, where the robots operate logistics tasks through learning. In the context of RPA, we always speak of process. The difference thus lies in the technology. In RPA, we are on a “computer” technology which does not present a cognitive function such as Artificial Intelligence in its execution process. For example, a chatbot can be part of an RPA process as a component, but will not be an executable process as such.

So we don’t find any intelligence behind RPA but we can have it in some of the components it will use (this is called cognitive RPA – answered later in this article is the different types of RPA). If we introduce intelligence into the RPA process, we kill the RPA and that reassures all the more to know that it will only reproduce what we ask it to do without taking initiatives and without autonomous decision making as we can have in Artificial Intelligence.

In most cases, RPA systems are not intended to live long without maintenance operations or adjustments because the processes they automate can constantly evolve. We thus naturally find a lot of RPA in transient phases of transformation of the IS.RPA : Where are we now?

According to Forrester Research, “25% of tasks will be automated by 2020”.

In recent years, RPA has become an increasingly preferred option by companies to quickly digitize certain simple operations and rapidly respond to regulatory changes. RPA is indeed competitive compared to other and more costly solutions to implement such as IT integration projects or even resource outsourcing.

Companies that opt for RPA in the digitalization of their processes thus find many advantages :

Quality and Precision : RPA effectively eliminates the risk of human error inherent in business processes and enables reliable and controlled results
Consistency and Quality of Service : RPA enables better control of processes and optimizes them
Financial Efficiency : RPA makes it possible to reduce the costs and time of execution of tasks, usually with an increased ROI
Audit, Security, and Compliance : RPA makes it possible to configure the processes of compliance with the necessary standards and rules (security, audit, GDPR, etc.) and provides traceability that may be required larer on during the audits
Productivity and Experience : by automating repetitive tasks, RPA allows employees to devote themselves to tasks that bring higher value to their work
Easy Integration : RPA technology can easily and quickly interconnect with existing systems while integrating advanced algorithms and machine learning tools into its components
Reliability and Availability : finally, RPA is reliable and available at all times, and the process does not suffer from any pause like an action carried out by a human being

What are some RPA used cases?

The choice of an RPA technology is particularly indicated for :

Generation of periodic reports, data entry, and data analysis
Performing repetitive tasks scheduled 50 to 60 times a day
Mass e-mail generation, archiving, and retrieval
Connection to ERP and executing other back-office transactions

To find out which process we can automate and if RPA technology is eligible, take a look at the following decision scheme :

Other issues, however, must be taken into account, such as the number of robots to set up (we can quickly achieve a large number and render their maintenance a hassle), whether the existing system can manage them, and the impact on bandwidth and user interfaces.

The correct definition of the use case is essential to maximize ROI, the objective not being to replace teams but rather to improve their efficiency.

Example of used case presented by Novelis : A multinational food company with a presence on 4 continents wanted to reduce repetitive tasks that interfered with the main activities of the administrative and logistics department. The stakes were high since the error rate in the logistics department implied a total cost of USD 1.2 million in 2016. It has chosen RPA technology and today has 5 Robots that execute operations to both the financial department and the logistics department, without resorting to human intervention (unassisted processes) with more than 25,000 transactions carried out daily. The implementation of RPA thus resulted an annual saving of around USD 300k, but the most interesting achievement is the elimination of human errors quantified annually around USD 1.2 million. It also saved the equivalent of 75 FTEs in 6 months, allowing its employees to deal with other tasks with higher added value.What are the different types of RPA?

We can distinguish 2 main types of RPA : Traditional RPA and Cognitive RPA.

Traditional RPA is itself divided into two subcategories :

Assisted RPA, which partially automates complex processes to obtain more operational efficiency but where we still need the intervention of a human being. This is the case, for example, of automated processes in a call center where RPA facilitates and speeds up the process by offering choices to the call center agent based on certain criteria. This type of RPA is often used for front-office processes
Unassisted RPA, on the other hand, fully automates business processes, thereby maximizing the expected ROI and without requiring human intervention. This is the example of a system that is fed through the reception of e-mails. This type of RPA is often used for simple back-office processes

Cognitive RPA will integrate intelligent components within the automated process in order to frame elements that involve human reasoning or decision-making, based on certain well-defined criteria. For example, RPA can be combined with OCR (Optical Character Recognition) * or Machine Learning technology. It must be understood that we are talking about adding cognitive / AI components but the skeleton that defines the business process cannot change and become intelligent. A robot cannot therefore decide on its own to add a new dimension to the process that has not been precisely defined before.What automation tools are available in the market?

There are many RPA automation software out there, and the market is growing. In Gartner’s 2019 Magic Quadrant for Robotic Process Automation (RPA), we find at the top (see figure below) :

Uipath, the leader, whose promise is to become accessible to all techniques without having knowledge. Their ambition for the future is that the software be present on all computers in the same way as Windows. But it is clear that even with packaged and very visual components, the solution is not yet appreciated by everyone. An open source version is offered strictly for personal use
Blue prism
Automation Anywhere

Walid Dahhane’s presentation ended with a workshop where A CAPELLA Consulting teams were able to work on the development of use cases specific to the insurance and social protection sector.

In conclusion, Robotics Process Automation is particularly suitable for eliminating repetitive and tedious tasks, speeding up an operational process, and reducing costs. RPA will always be used to automate a rule-based business processes but not all of them are necessarily eligible for RPA, and right questions have to be asked in terms of issues and ROI before embarking on a project. Even if a POC can be achieved in a few weeks/months, the craze of CIOs for this type of solutions has led to the creation of several off-the-shelf robots that can now be purchased online to respond to a generic use case without replacing existing systems.

* The word OCR means optical character recognition or text recognition, a technology that converts different types of files such as scanned paper documents, PDF files or digital photos into editable and searchable files. (Source Abbyy, one of the leading RPA solutions on the market for its OCR / Machine Learning alliance)

[Paris User Group] Decipher IDP: Moving from automation 1.0 to intelligent automation

Do you already have one or more RPA programs in place and want to optimize their efficiency, but most of your data is stuck in difficult and time-consuming documents? Intelligent automation on a large scale starts with document processing, and for that to happen, access to your data must be fast and easy for your teams. Intelligent Document Processing (IDP) has become a key lever of automation strategies by relieving teams of this tedious task thanks to OCR associated with AI, which allows for the automatic extraction of information from complex documents.

With SS&C Blue Prism’s solution, Decipher IDP, accelerate the extraction of the data you require and extend the reach of automation.

Designed for business users, Decipher IDP will allow you to validate and extract data from structured, unstructured and semi-structured documents. Benefit from an intuitive, easy-to-use user interface without complex coding or configuration. Because Decipher IDP integrates directly with Blue Prism, you are operational in hours instead of days.

On the agenda of our User Club :

Discovering IDP (Intelligent Document Processing) through different use cases
Functionalities and use of the Decipher IDP tool
Demo
Keys to success of an IDP project

This session will be presented by El Hassane Ettifouri, Innovation Director of Novelis.

To find out more, read our article “Decipher IDP: Moving from automation 1.0 to intelligent automation”.

Read the article

Interview #5 : “At The Heart of Automation”, A Focus on Novelis Consulting

Fabien Fouissard

For this 5th interview, I had the pleasure to have a chat with the founder of Novelis Consulting. Innovation being the heart of its strategy, the subject of Automation does not leave Novelis Consulting indifferent, but let Mehdi Nafe express it in its own words!

Question 1 : Hello Mehdi, to start, could you please introduce yourself as well as your Novelis Consulting structure, its positioning, and your objectives?

I am Mehdi Nafe, co-founder and CEO of the Novelis group. I am an engineer by education and a projects’ man. I have spent most of my career in managing digital transformation programs.

Novelis is a young and dynamic company, that was founded on strong values with a focus on Research and Innovation. Our activities revolve around 2 major pillars: R&D Lab and Services.

As part of the Services entity, we are working on various projects related to the automation and transformation of digital uses, both for our customers and for the general public.

Within the Research & Development Lab, we address trending technological topics such as : artificial intelligence, connected objects, virtual reality, Devops, etc.

Novelis positions itself as a horizontal management, far from the layers of hierarchy or rigid and authoritarian organizations. We give our employees a breathing space to be important players in their careers and their progress.

Novelis clearly positions itself on a horizontal management mode, far from hierarchical layers or rigid and authoritarian organizations

At Novelis, we value people, teamwork, audacity, innovation, and the courage to take initiatives. As a supplier of an RPA software suite, we can see that more and more companies are integrating the subject of automation in their reflections and roadmap. What are your views on the issue at Novelis?

To begin with, we share this observation regarding the awareness of the RPA subject as an alternative, in certain cases, of so-called “classic” IT projects. It is obvious that an IT department is capable of addressing, via IT projects, most of the business needs that it’s assigned to tackle. However, these projects are not always “interesting” from a time-to-market or complexity of architecture perspective.

We should also note that not all processes can be automated : you should not force certain application methods with an ideological approach. It must be accepted that certain processes are only partially automated.

Do not force certain application cases with an ideological approach.

There is a real alternative that is RPA, which has a similarly interesting potential on ROI. Not to mention that at Novelis, we are also interested in this technology from the angle of “bridges” that can be established with Artificial Intelligence, further strengthening the pool of possibilities.Question 3 : Through your experience related to the projects, and to your own studies and benchmarks carried out internally, what do you personally think an automation and RPA solution brings to organizations? What makes the choice of this technology relevant? For what types of processes?

In my opinion, the first of the values provided is the multiplication of the means offered by the RPA to businesses. This intrinsic possibility of being able to do more without impacting the number of resources required.

The “time-to-market” argument is also interesting because automation projects allow faster production. There is also the fact of being able to have a concrete and rapid vision of what is being automated.

Another force to be noted is the weak adhesion of the RPA to the IS. Today companies have a lot of applications, security to be maintained, and growth issues to take into consideration. The fact that RPA is just a consumer of IS, this dimension which is really non-intrusive, is a decisive advantage.

Another strength to note, the low adhesion of the RPA to the IS

I would also add the fact that launching an RPA project is also an opportunity to adapt and optimize organizational processes, rework them, and therefore offer the opportunity of a better user experience and increased efficiency.Question 4 : The RPA software market has many players. What are, from your point of view at Novelis, the key criteria that allow you to choose one RPA solution over another?

First of all we should take into account that the chosen solution must be capable of offering both Robotic Process Automation (autonomous robots on servers) and Desktop Process Automation.

Second, from a Novelis point of view, the ability to support and integrate external modules is very important. It increases the possibilities to benefit from better functional coverage in line with the processes themselves.

Finally, even with the mentioned elements, stability, reliability, and the level of maturity of the solution must be taken into account. Our selection of solutions, that have proven themselves within those boundaries and with which we are sharing a roadmap and positioning over the years, is definitely based on the combination of all the mentioned factors.Question 5 : At Novelis, what is the approach you offer your clients when it comes to RPA? What do you think sets you apart from the competition? What about the parts related to consulting itself, and the delivery – run part?

At Novelis, we obviously offer the ability to integrate and deploy RPA projects in different forms, first by understanding the process to be automated, presenting our recommendations, and finally the development and maintenance of the solutions.

That said, we differentiate ourselves on the potential linked to our R&D Laboratory, in particular the AI part. Again, it’s about being able to seamlessly bring an added value into the project itself.

As an extension of this approach, we note two key points :

OCR Support : All the solutions more or less integrate this subject but we have the ambition to go even further with our R&D Laboratory. This is important because reading documents and images is a significant element in Front & Back Office organizational and operational processing.
NLP Support : It is there through AI and Machine Learning, to offer a better understanding and interpretation of unstructured data. This data is the input of most processes, so a proper analysis is inevitable to be able to increase the number of eligible and usable cases.

In reality, we really propose to “push” the natural boundaries of RPA, while relying on the roadmaps of the manufacturers, of course. Our mission is to bring in a state of open possibilities in order to offer an increased added value to the optimized and revised processes.Question 6 : What is the unanswered question that you would like to answer when it comes to RPA?

It’s okay to ask questions, it’s all legitimate. Do robots replace humans? No, you have to take a step back and keep in mind a historical perspective.

RPA and AI impact organizations as previous technological developments have also revolutionized daily work.

This is a positive change. For 100 people to do the work of 110 is to give oneself the capacity to do better and to reduce the number of errors and stress levels. What remain for people are the tasks and functions that bring the highest value. It’s only human to be focused on what is most meaningful, most valuable, and the processes where empathy and taking responsibility are decisive. Of course, there will also be abuse, let’s not be naïve, but it will not come from the tool itself but from its use.

At Novelis, we are realistic and optimistic. We are therefore completely convinced that this is a solution of progress, and social growth.

Thank you for your time, Mehdi! For readers who wish to know more about what Novelis has to offer, do not hesitate to contact Mehdi directly on Linkedin, it’s here. For those who want to contact me, you know how to do it. See you soon for a new interview.

Automation: Is it the end of our jobs?

Smart Automation is transforming the way we interact with our information systems by eliminating repetitive tasks and increasing the proportion of structured data within organizations.

But are we realizing yet what kind of potential automation can offer? The answer is no.

Today, only few organizations are equipped with several complementary automation platforms. Within mid-sized companies, the technology penetration is still low, and the maturity and the depth of Smart Automation roadmaps – with OCR and NLP – are barely used.

It is hard to understand why there is such a delay. The common reluctance to invest into technology doesn’t explain it all. Is there also some kind of discomfort linked to social concerns? More clearly, could automation ever be used as a lever to destroy our jobs?

A fear that comes from afar

From the invention of steam engines to the digital tsunami that we have been experiencing for over a decade, there is a recurring fact to each technological or industrial upheaval: At each stage, there is doubt, fear, anxiety and short-term impacts, followed by wealth creation opening new perspectives. At the end, technology and innovation are nothing more than tools in our own hands. It’s how we use them that makes the difference: a real instrument for progress and growth or a simple and quick lever to financial optimization?

There is no doubt that Smart Automation is a differentiating factor for two reasons : it is a tough competitive lever, but also mostly an unexpected growth lever. Think of everything we could achieve while keeping our spending under control. We could be at 110% of our capacities while not exceeding 100% of the costs! This is achievable thanks to the ROI of automation projects being globally amortized within less than a year. In other words, implementation investments are refunded within a few months, with very low recurring costs compared to other technologies.

A real opportunity

Automation is also a key factor for comfort and well-being at work. Obviously, the Millennials generation has a new relationship to work. The aspects of pleasure and personal achievement are important. Automation helps avoid exhausting tasks with low added value. Imagine robots on our machines, interacting with us constantly, detecting our actions in real-time, and helping us complete our tasks faster (writing and personalizing emails, extracting cross information from applications, automatically entering reports data, etc.). The impact on our comfort and productivity would be significant!

I do not doubt that companies and social partners are mature and pragmatic. They just need clarity in their objectives and foresight in their method. An automation roadmap can only succeed with transparent communication, proactive change management policy, ambitious and audacious training plans.

A step towards digital responsibility

From an ecological point of view now: Automation is a tool that simplifies information systems, and thereby reduces the complexity of hosting infrastructures with their associated carbon footprint. By combining this with a smart rationalization and urbanization approach, it is possible to optimize digital infrastructures and customize modular architectures, able to automatically manage their own scalability. These are promising factors for reaching the inevitable ecological transition.

We should trust each other! Let’s use technological innovation to accomplish transformation further and faster. And let’s consider it a valuable asset for crossing the deep awaiting crisis. Humanity has always been able to transform such critical moments into foundations for progress and prosperity.

RPA : Smart Automation for Operational Efficiency

Operational efficiency is a major issue that conditions the competitiveness of companies. Smart Automation is a relevant lever for optimizing business processes. RPA is the first step.

OCR and NLP are technological tools that allow us to push the field even further in terms of automation.

Technologies are evolving quickly, and so is the potential for automation. The expected benefits are many, and do not stop at a simple economy of means.

The automation of back-office processes is the easiest to understand. However, the potential of ‘Virtual Assistant Robots’ RAVs and Intelligent Automation considerably widens the scope of processes eligible for optimization and automation.

Intelligent Automation opens up unexplored perspectives. Yet, the positive impact of automation is not new : avoiding tedious manual tasks and improving the accuracy of the data being handled. On the other hand, we were faced with a glass ceiling : 80% of company data is unstructured. This is why the OCR and NLP are inevitable levers to overcome this constraint.

Speed-meeting RPA with Document Store

Participate in a 100% automation day during our speed-meeting on June 14th organized with our partner Document Store and discover if intelligent automation can be adapted to your projects!

During this day you will be able to identify and qualify processes with high automation potential thanks to SmartRoby’s* process assessment module.

How does it work?

Book a 30-minute session with a business analyst
Receive a survey to help you identify your processes with automation potential
Day D: the business analyst qualifies the processes that you have identified beforehand
Leave with your free study on the feasibility of automating your processes!

I register

Process assessment is a critical step before launching an automation project and allows organizations to define an informed strategy for automating their processes. It allows them to clearly identify priorities by assessing the capability and maturity of their processes. In RPA, this step is crucial to determine the extent to which process automation will have an impact and be cost effective.

SmartRoby offers a very advanced functionality to assess the processes in place and the potential areas for improvement. SmartRoby’s Process Assessment module also identifies the strengths and weaknesses of existing processes in order to improve them or avoid bad practices.

Thanks to a detailed survey, SmartRoby allows to evaluate the feasibility of automating a process and especially its potential value in order to prioritize RPA projects and better manage investments. This comprehensive questionnaire takes into account the specific context of each process evaluation (feasibility of the RPA project, time consumption, exceptions, impacted business, IT environment…).

At the end of the survey, SmartRoby’s algorithms calculate the estimated impact, complexity, feasibility, ROI and payback point for the process being evaluated. With these results in hand, organizations are better equipped to make the best decisions and manage their RPA project opportunities.

Our solution offers the possibility to make a preliminary study of the automation project including all significant factors that contribute to the success or failure of the project.

With this informed diagnosis, organizations are able to evaluate their risks, optimize the management of their resources and seize the best opportunities.

*Our SmartRoby solution was awarded Blue Prism’s Best Solution 2022 in the AI & Cloud Innovation category. This award highlights SmartRoby as an innovative and pioneering solution for process automation (read more)

Blue Prism World on Tour Madrid

On May 25, Novelis will travel to Madrid to celebrate the 3rd edition of Blue Prism World.

A true virtual experience and journey around automation, this event organized by our partner Blue Prism, allows everyone to discover the technology and strategies for success through unique customer feedback.

The Blue Prism World on Tour Madrid 2022 will bring together all Blue Prism Iberia teams, as well as clients and strategic partners such as Novelis.

On the agenda of the event

Inspire your creativity with: inspiring presentations, plenary sessions with customers and partners, and showcasing the most innovative automation and AI technologies revolutionizing the digital workforce.

As a business owner, meet with experts and learn how to achieve all your key objectives: employee retention, customer satisfaction and increased efficiency, accuracy and productivity, and ROI.

Blue Prism World: Focus on the business of the future

Transforming the way we work through the collaborative power of people and intelligent automation, using artificial intelligence, new technological advances and human ingenuity to create the companies of the future: that’s the goal of Blue Prism World.

In your company of the future:

Your collaborators and digital workers would work together and collaborate seamlessly: a unified workforce
Your clients would benefit from a better quality of service thanks to greater employee efficiency
The overall productivity of your organization would be much higher allowing you to achieve your strategic business objectives.

All of this is possible now, the future is already here. The technology you need to reimagine your business exists, but you need to learn how to use and implement it.

[Webinar] RPA: a solution to the challenges of the insurance industry

Online conference (session in French) organized on Thursday, May 19 at 11am

RPA (Robotic Process Automation) and Smart Automation are now an integrated part of the digital transformation process of insurance companies.

Gartner estimates that by 2022, 90% of large enterprises will deploy RPA projects in their organizations to improve operational efficiency. There is no doubt that this year and in the years to come, process automation will continue to be a priority within companies.

Insurance players face new issues and challenges every day in order to improve their insurer-policyholder relationship: insurance customers want to be able to benefit from fast customer experiences; IT systems are sometimes too complex or lack agility; not to mention the strong regulatory constraints of the sector which impose a high level of compliance on insurers (audit, data quality and security).

RPA is an answer to these challenges. It has become an essential solution and a key performance lever for these insurance organizations that have a wide range of processes with high automation potential, such as :

Using a digital worker to process claims allows for faster processing (agents are no longer required to manually enter data or make bank transfers)
The continuous and automatic update of the member’s space facilitates the search for information (on a benefit, a guarantee, a procedure to be carried out) and allows the regularization of the insured’s accounting situations
The automation of the claims notification process with the collection of customer information reduces the workload of call centers
Automating compliance checks minimizes the risk of errors and regulatory violations associated with manual checks

On the agenda for this webinar:

All about RPA and Smart Automation
Discovering use cases from the insurance industry
Key success factors of an automation program
SmartRoby, our solution in SaaS mode to increase the efficiency of your employees by integrating all the cognitive capacities of digital workers

Georges Abou Haidar, Project Manager and Product Owner of SmartRoby at Novelis will guide you through the webinar.

Practical information:

Date and time: Thursday, May 19, 2022 at 11 a.m.
Online Conference: Microsoft Teams

Stratégie Clients: the reference exhibition for customer relations

On March 29, 30 & 31, come and hybridize your customer relationship and reimagine the field of possibilities of intelligent automation with Novelis.
This reference event on customer relationship will allow professionals to go further in their reflections and to discover in a concrete way the contribution that automation, AI and RPA can have on a large number of companies.

Novelis will be present to showcase its expertise in customer relationship management.

285 exhibitors – 16,000 visitors – 200 conferences and solution workshops offered by experts

The Stratégie Clients exhibition is 3 intense days to optimize your customer relationship. The crisis of the Covid-19 has severely impacted all sectors of activity and the customer relationship has not been spared, it has been totally transformed: more hybrid, digital and agile.

Customer service has evolved a lot in the last few years. At a distance, the relationship is often governed by algorithms and voicebots and the need for more human relationship is felt.

The customer now wants to benefit from the efficiency and high availability of machines and at the same time from the sensitivity and finer appreciation of their requests by humans. Clearly, today’s customer wants a hybrid relationship to make the most of both worlds.

The customer strategy of companies must evolve at the same pace as the expectations of their customers and we believe that Artificial Intelligence and the automation of processes by robots is the solution.

This exhibition is the ideal moment for all those who wish to discover these new ways to hybridize customer relations, improve their uses, enrich their strategy, exchange with their peers and find innovative solutions.

Novelis expert in customer relations

As a Pure Player in business process efficiency, we use automation as a lever to boost call center productivity and improve the customer experience.

We support our customers in their intelligent business process automation projects with Smart Automation. We enable companies to transform the experience of their customers and employees.

To learn more: discover our Business Case “Automation at the service of the customer experience“