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What have you found is the key limitation in providing RPA solutions to frontline staff (e.g. Delivery people, doctors, nurses)  during the COVID-19 pandemic?

Top Answer: The largest problem with RPA is managing changes in the processes and redeveloping RPA scripts. 

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If you had a magic wand - what's the #1 daily business challenge you'd eliminate?

Top Answer: Without a doubt - Technical Debt! It's a ball and chain that creates an ever increasing drag on any organization, stifles innovation, and prevents transformation.

What are your thoughts on SaaS management platforms (SMP)?

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Robotics Process Automation (RPA): Perceptions and AdoptionRobotics Process Automation (RPA): Perceptions and Adoption

Benchmark your RPA (robotic process automation) perceptions and adoption against other tech leaders.

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Are chatbots AI (Artificial Intelligence) or ML (Machine Learning)?

Top Answer: I don't like the word chatbot per se. Whether it's machine learning or AI, there are steps that you need to go through to train whichever intelligent assistant or whatever AI model you're working on. You need a number of cases and you have to properly train your model with a human in the middle, because the only way that AI can learn is if you actually identify what is not correct to help the model to ensure accuracy. One of the examples that my seed investment was working on was that the AI must know how to differentiate cucumbers from tomatoes. If a model looks at a cucumber and labels it as a tomato, the human in the middle corrects that mistake.

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What are the biggest hurdles to integrating security automation platforms like SOAR?

Top Answer: Each event normally takes a good analyst 30 minutes to go through and write the whole ticket. 30 minutes per event, per day, in an eight hour day: that means do nothing but work and that is a whopping total of 16 events a day. So if you have 1000 events a day, and ideally get 16 per person, you need to have so much manpower, which you can't find, you can't hire, and you can't pay for. So you have to automate. But if you can't automate correctly, to make that decision process, analysis process faster, that's a problem. Automating analyst actions is what makes it really hard for automation platforms. So, I know I need to isolate a machine, that's pretty easy. I need to remove an identity or stop an identity or enact the network lock or take these preventative engaging actions that would stop business but also stop threats. The business owns the infrastructure. So, in my company I do not have the authority or ability to reach into an infrastructure device myself and make change. I have to work through a third party, the network group, to enact that change. And that's where that SOAR platform difficulty gets really hard because to pay for a SOAR platform, it will cost you a million dollars. You have to say, "I'm going to pay a million dollars for SOAR platform, I have to offset $2 million dollars worth of manpower value, or risk." And to get that value, I have to step into that enact/protect state. And the group that owns that, being the network group or the desktop group or the AD group, they don't necessarily want to share their cake. They want to keep you out of their business and keep you from messing up their processes. Because if a step that you take impacts them, they're the ones that are going to be called in front of the boss who’s asking, "Hey, why did email go down?" And if they try to explain it was security the boss says, “Security nothing. It's your thing.” And that to me is the biggest stop: How do I justify the cost when the best value to response comes in implementing into a toolset that does not natively belong to security?

Should we rely on Machine Learning for Security Practices?

Top Answer: For most organizations, no. They don’t know how to effectively use ML. There is way too much hype around AI/ML in general, and in information security specifically.

What's the most important friction in deploying Robotic Process Automation (RPA) in your company?

Top Answer: As a B2B SaaS investor, RPA has been a focus of ours. Countless enterprise organizations are turning to RPA and/or BPO to cut costs and free up employees to do more high value work. Unfortunately 96% of companies fail to see an ROI on the investment. For many companies, especially mid-market companies, there's a lack of resources, bandwidth and expertise to successfully integrate/build/maintain automation software. Those who choose to outsource see long leads times and end up with very high attrition rates (40-50%) and low quality work product.  We've been really impressed with Roots Automation (Rootsautomation.com) - a startup based in NYC that offers the first zero-integration, self-learning digital coworkers.

What are some key questions to ask when choosing the right RPA tool?

Top Answer: How secure is it? How does it keep older versions of each process?

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Anyone have experience with Google’s Dialogflow?

Top Answer:  Dialogflow has a whole lot of things prebuilt into it, so that you could have a bot that actually has a conversation with you. It's sort of our culture, partly because I'm that way too. I'm very snarky. I don't usually like to give the right answer upfront. We're making this bot to be a really snarky bot. When somebody calls in, the bot's the one that's going to answer and say, “Hey, thank you for calling Energy Ogre. How can I help you?” If you ask it legitimate questions, it gives you legitimate answers. If you're just trying to mess with it and say, “Well, you're pretty dumb,” it's going to insult you back, say, “Well, hey, you're no prince yourself.”

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