If you haven't heard about Product Club — the Pathfinder Community Product Club is a monthly virtual meetup led by Automation Anywhere product leaders that focuses on our latest proprietary product innovations. It offers a place for community members to stay informed, connect with product leaders, and gain insights into real-world applications of the latest innovations in intelligent automation.

P.S. If you can’t attend a meeting, no worries — we'll be dropping a recap of each month's session right here in our Product Club hub.
 

HOSTS

Kate Ressler, Community & University Marketing Director 
Akshay Mehtani, Lead Solution Engineer
Matt Stewart, Director of Evangelism & Content Strategy
 

TOPIC

For October’s Product Club, we’re chatting all about how Solution Accelerators are the key to supercharging new and existing automation workflows with AI Agents. These solutions are versatile, smart, and, most importantly, easy to implement with minimal development time! 

Here’s a rundown of the session:

1. Akshay introduces how Solution Accelerators came to be and what they are designed to do.
2. Akshay gives a brief demo of the Service Operations Solution Accelerator.
3. Matt and Akshay answer live audience questions.
4. Akshay gives a preview of AI Agents coming out in the next 2 quarters.

THE GENESIS OF SOLUTION ACCELERATORS

Any automatable process in your organization can undoubtedly be split into 4 stages:

1. Understand: Receive an incoming request. Classify it, extract data, detect sentiment, and check completeness.
2. Analyze: Consult knowledge base, find answer(s), perform deep analysis, gather AI suggestions, and leverage Document Automation.
3. Action: Run an automation, bring a human-in-the-loop, connect systems, and/or run RPA/API tasks.
4. Response: Generate an output and response and resolve the request.

The question we’ve been asking ourselves at Automation Anywhere is: how can we make it easier and more standardized for our customers to build and implement AI Agents?

By using the foundational stages listed above, we developed a solid groundwork for what we’re calling AI Solution Accelerators.
 

SO, WHAT ARE AI SOLUTION ACCELERATORS?

AI Solution Accelerators provide blueprints to create AI Agents and step-by-step solutions to help you accelerate development and the realization of business ROI. Your teams will be able to create specialized AI Agents that can search your knowledge bases in real-time, initiate process flows, and engage with other AI Agents to complete high-cognition tasks, all using the automation tools and systems you already have.

Some different types of AI Agents are:

• Customer Agents that listen and make recommendations, just like a service agent. They work across channels and are integrated in product experiences.
• Employee Agents that streamline repetitive tasks, answer questions, and edit communications to help workers collaborate and increase productivity. 
• Creative Agents that support creative design and marketing tasks.
• Data Agents that act as knowledgeable analysts by answering questions, synthesizing research, and asking questions you might not have thought to ask before.

WHAT’S INCLUDED IN SOLUTION ACCELERATOR PACKAGES?

With each AI Solution Accelerator package you’ll receive:

1. AI Agent Blueprints
2. Process Templates (including sample prompts)
3. How-To Guide
4. Training Course

Currently, we are creating AI Solution Accelerator packages with processes tailored to 6 different lines of business—Finance, HR, IT, Healthcare, Banking, and Manufacturing. 

Our first complete AI Solution Accelerator is the Service Operations AI Agent, available now to download for free in Bot Store. This Solution Accelerator is a versatile AI Agent that can be put to work across nearly every industry with capabilities to automate order management, returns processing, ticket management, and service Q&A for enhanced worker productivity and improved customer experience, plus much more.

Additional AI Solutions Accelerators we have in the pipeline are:

• RFP Vendor Selection (Q3 Release)
• Healthcare Prior Authorization (Q3 Release)
• Liens Processing (Q3 Release)
• Loan Underwriting (Q3 Release)
• Back Order Fulfillment (Q3 Release)
• HR Specialist (Q3 Release)
• Anti-Money Laundering (Q3 Release)
• Invoice Analyst (Q3 Release)
• Order Management Analyst (Q3 Release)
• Machinery Maintenance (Q4 Release)
• Quote Generation (Q4 Release)
• Intelligent Researcher (Q4 Release)
• Claims Processing (Q4 Release)
• Pharmacovigilance (Q4 Release)
• Vendor Onboarding (Q4 Release)

*Important Additional Note: While we have Solution Accelerators for specific use cases (like what’s shown above), if you’re a developer, you can look at what’s been built, understand the skills included to solve problems inside the package, and use those skills in your own custom build. By no means do you have to use these Solution Accelerator packages as is. With Process Composer, you can swap things in and out as necessary, or delete features entirely from the process, and you won’t impact the package as a whole. This is all meant to make changing things much easier and more flexible.
 

DEMO

A new case comes into Salesforce requesting an update on an order. The Service Operations AI Agent is configured and will take us through the process of addressing this case. 

1. First, we trigger the AI Agent in Salesforce upon receiving the new case. All information is automatically populated into necessary fields including case number and case description. We verify the information and click submit to launch the agent. 
2. In the background, the AI Agent begins to execute the 4 phases we discussed earlier: understand, analyze, action, and response. 
3. Progress updates as the AI Agent and automation move through the process steps until we see all steps have been completed and the request is resolved.

SESSION Q&A

Thank you to our audience for submitting their questions! Unfortunately, we aren’t always able to answer them all during the live session. We want to express our gratitude to our special co-hosts, Akshay and Matt, for providing their expertise and responses.

**Please note that all answers were shared live during the October 2024 meeting, and are subject to change. We strongly encourage you to contact your account management team for any specific licensing and pricing inquiries.

Q: From the understanding stage in this particular demo case, how does this differentiate from Salesforce AI Einstein / Salesforce AI Agent?
A: My understanding of AI Einstein is that the difference is their RAG implementation. Einstein will go through the exact same type of stages. When you ask it a query, it will look at the relevant Salesforce data to your query. That's it. Doing the understanding of the request and the gathering of information, it will do an analysis based on your prompt. If you are talking to a large language model from Microsoft or Salesforce or talking to it from Automation Anywhere and you're sending in your data, you're going to get the same results. The the magic sauce, so to speak, is how a product is able to let you talk to your data, access your data, search for it, get the right context, and then after you've gotten a response from a large language model, how that tool allows you to integrate it with downstream automation. I don't know how AI Einstein works with process automation or if it's just a query/answer tool, but ours goes beyond just the the question and answer concept that you see in a lot of these tools and actually allows you to take that structured information and do automation downstream with it.

Q: Can we make these kind of Co-Pilot AI integrations, such as the one shown with Salesforce, with ServiceNow?
A: Short answer is yes! We can make these kind of integrations with any web-based Chrome application and even on Teams. Basically, we take these processes in automation and expose them to your business users interface. And that's a very easy integration that doesn't need major development. If you need the technical details, we can go into that. There are videos in Automation Anywhere University that cover embedding in web applications.

Q: Is there any Automation Anywhere license requirement?
A: Solution Accelerator is just a free download directly from the Bot Store, but in the demo use case we showed, it utilized Automation Co-Pilot, so yes you would need a Co-Pilot license for that.

Q: Just on the integration part, out of curiosity, can you embed automation anywhere in Pegasystems?
A: I don’t see why not. From what I know, Pegasystems is a web-based application so you should be able to embed in that.

Q: Can you talk about personal productivity agents? Interested in how I can incorporate this into Power BI to enhance the analytical reports for performance reviews.
A: Today, everything that we have within the platform can help you do that. However, that is not something that we are specifically focused on. We’re focused more on enterprise productivity where we are driving end to end business properties with multiple business applications to provide a larger amount of savings and ROI. So yes, you could do it, but if you have these tools, why not make it so every single performance review can be analyzed, collated by manager, get metrics from the entire organization, entire domains, do all the analysis, make recommendations as some larger HR function, and get a much bigger return for what you're building? Rather than just putting it in the hands of one person using it once in a while. That's where these Solution Accelerators step in.