Automation Anywhere Reviews

1. Attended automation - contact center automation, assist agents in navigating through the right process - Guided assist on-screen navigation for call center agents

2. Workforce reporting automation, we extract reports on agent availability and different AUX codes and report to leadership.

3. Plot agent time between multiple applications.

4. Real-time alerts to agents on their AHT & after call work beyond the threshold.

5. Real-time reporting on beyond threshold cases to leads.

6. Processing tickets between CRM & client applications.

1. Helped agents process tickets with minimal errors.

2. Improved AHT as they are able to close the tickets faster.

3. Improved overall SLAs by reducing aging (We use a bot to send alerts on emails & chats to agents who take a long time to close cases)

4. Reduce missed calls we pole the reports and send alerts to TL's on abandon calls in realtime

5. Biggest challenge in attended automation, every time the agent has to log in to control room and execute bot for most of the agents this is a time-consuming activity plus they are not tech-savvy

6. The agent should be able to just click on the UI and the bot should automatically login to the control room and execute the bot.

1. Screen recorder

2. AI capture

3, Ability to create custom forms and trigger another application

4. Ability to run the bot from the cloud without installing the software on our machine

5. AI sense can detect many pages inside the Citrix environment

6. I think the Citrix RDA should be universal for All Citrix environments

7. The A2019 UI layout is more user friendly

8. The recording feature where you can record multiple screens at the same time

9. MS excel functionality has lot of features in the current versions

1. for attended automation, the agent should be able to execute the bot without logging into the control room and triggering the bot

2. There are limited features to automation MS word & PowerPoint will look for more in those areas

3. Include Gsuite based automation

4. limitation on .csv based automation

5. Automations on iframes

6. We want to have greater control on deciding when we want to upgrade to a newer version.

7. Smooth upgrade with no production disruptions

8. ability to manage bots across control rooms

9. Ability to generate reports without using bot insight

I have been using AA for two years. 

It's a stable solution, 10 on 10.

I would give a 10 on 10.

9 on 10.

We started with A2019.

Straightforward for unattended, for attended, it took few rounds of fails as our environment is highly restrictive

Vendor team, 7 out of 10.

1.5

Very flexible.

A2019 has many rough edges from a developer point of view and post upgrades, these needs to be smoothened out.

Being a QA analyst, I am involved in testing my application's stability on a daily basis. A2019 helped me in automating the repetitive process that I have been doing every day.

Once I get familiarized with A2019, I am planning to discuss with my teammates how to implement it into our project for all of the new requirements.

Our primary use cases are smoke testing of the applications, sending email for reports, stability testing, API testing for REST services, database testing, and pulling data from Excel and using it in applications.

A2019 has significantly helped us in reducing the overall time that we have spent on our application manually. Going forward, we have also planned to implement the IQ Bot feature that we are still exploring.

Tasks or activities that were taking almost six hours a day have been reduced drastically to 30 minutes, which saves time as well as business costs.

Smoke testing of the application is performed.

Sending reports and sending emails is easy.

I have found the below items most valuable:

1. The ability to find objects easily through the 'Capture' option saves your time most significantly.
   
2. The ability to run only a particular step, instead of running it from scratch.
   
3. The ability to debug.
   
4. Given that A2019 is a web application, it saves space in a significant manner.
   
5. It is user-friendly and anyone can learn easily.
6. No coding knowledge needed.
7. The flow chart view of the steps is very easy to understand.
   
8. The free learning course provided helped me a lot. I was able to better understand and also practice on my own.

I would like to have on-call customer care support so that if the user gets stuck anywhere, he/she can get the issue clarified.

Additional details or support can be provided for IQ Bots.

The Help menu/description can be provided while hovering over actions so that it can help us better to know them.

The Variable feature can be improved, as there is no single place to handle all your variables.

Sometimes, while recording, the screen hangs and we are not able to perform any actions during that time.

Also, the support should be more user-friendly, as we are not getting any support online.

I have been using A2019 for more than five months.

This product is extremely stable.

Scalability is very good.

I was using Selenium but because it involved too much coding, I switched to A2019.

The initial setup is very easy.

I implemented it on my own.

The cost can be reduced a little for users.

I did not evaluate other options before switching to Automation Anywhere.

The platform is amazing. One of the things that we were worried about when we initially started looking into RPA was having the right people to be able to cope. The advantage of Automation Anywhere is that you don't necessarily have to come from a programming background. It's very easy to pick up. Within the team, we were able to train people within a very short period of time and start our process in as little as two months.

For now, because we just started using Automation Anywhere recently, it's probably a little difficult for me to answer that (room for improvement). But from the feedback that I've received from the team, it is a great tool. We're definitely looking forward to using it more in the future.

Because we are very new to our process, so we're still sort of working through it. One of the features that I just learned about in this particular conference yesterday was about the Enterprise addition that they're just coming out with. I think in about six or seven days. So, that's very exciting because I don't particularly come from a programming background. I think it'll be really easy for us to continue to do more RPA-related processes, and not necessarily have to worry about having the right programmer on the team, or programmers, for that matter.

For the enterprise, we've been using Automation ( /categories/security-orchestration-automation-and-response-soar ) Anywhere for a few years. In my specific team, we've been using the platform for about eight months now.

It was very easy. The Automation Anywhere community is extremely helpful with answering any questions that we had throughout the process, or any sort of concerns that we had. So, it really wasn't difficult at all.

I would highly recommend it. If RPA is something that they're doing for the first time, Automation Anywhere is definitely one of the best in the industry that they should stick to.

I would definitely give it a ten (out of ten).

For us, it was about driving process efficiencies. 

We have an awful lot of processes that need to be completed when we are placing candidates in roles to ensure that the engagement for both the candidate and the client is successful. So, that might include compliance activities, ensuring candidates get paid, and ensuring that work places are safe for people to turn up to so they can go home to their families safe at the end of the day.

There are instances where use cases and opportunities have arisen as a result of having Automation Anywhere and RPA in place that have come about through very casual conversations and have actually resulted in increased revenue opportunities that we didn't realize. Though, those have now proven to be very worthwhile and are something that we hadn't realized could contribute to us, which is making us very happy, obviously.

The ability for it to be able to be scaled rapidly. For us, it has certainly provided a range of flexibility that we hadn't appreciated before we started. This means that in times of high demand for processes to be completed, we're able to quickly scale up on demand. That gives us that additional flexibility without the need to potentially consider contingent labor increases. So, it's sort of a head count avoidance increase. So, that's proved very useful for us.

I sound like a promoter A2019 with the attended bots and some of the new features coming in with the partnership of Microsoft will be a game changer. We work predominantly within an Office 365 environment. I think there are some real opportunities there for us to do things differently.

One area where I think there's an opportunity to do things a lot better is in the analytics function. They do have a concept or product called Bot Insights. It hasn't worked for us. It isn't as plug and play as we were led to believe, which is unfortunate. I can absolutely understand the value, and the demonstrations that I've seen of Bot Insights are sensational. But, we just haven't been able to make it work. We've invested a lot of time and effort trying to make it work to no avail. So, for us, that's one side of it that has been a bit of a disappointment, but not enough to detract from the overall success story of using Automation Anywhere.

This is one of the challenges with the platform. At the moment, we're going through a number of changes with their network and some of our infrastructure. That is impacting the way our platform is running and the stability of it. In the early days, we certainly had some difficulty making sure it was stable and that was impacting the productivity of the automation of the robot.

What makes me very happy is the announcement today of A2019, which is the web-based cloud offering, or basically RPA as a service. This will overcome a lot of the infrastructure challenges that we've been encountering. I am very excited about that because it'll enable us to really drive the benefits that we know RPA can provide.

Technically, we may not get answers the first time but we do get answers eventually. The customer success managers, without them, I do wonder how quickly we might get some of the responses from the technical help desk. I can appreciate the reasons why it takes long. Everyone doesn't know everything, but the fact that we have a customer success manager who has been really critical, a key to our success, has been, and an invaluable resource in helping us drive and get those answers through the help desks.

Could it be improved? Always, yes. But with the customer success manager supporting us, it has been invaluable and certainly something that we can live with.

It's certainly straightforward. For us, it was a bit of a test and learn approach. There are certainly guidelines published by Automation Anywhere for the recommended infrastructure. We found that they weren't completely applicable for us, and we've had to tinker with the infrastructures as we've got along. Without getting into the technicalities of it, the out-of-the-box approach that was suggested to us didn't suit our environment. So, we did need to be a bit more creative about how we did the deploy.

Again, this is why I'm excited for A2019 because I think that we will just overcome all those problems and it will allow us to really drive through and scale a lot quicker. Infrastructure is probably our biggest challenge at the moment.

We have seen ROI factors. I'm not able to quantify them right now. With the number of our bots, we have been able to let go contingent workforce that has been brought into the organization to cover certain operational processing, simply because we needed to supplement that permanent workforce to do those roles.

We've now gotton to the point where we don't need to hire those people or employ those people anymore, so there's cost-saving driven there. Our bots are helping with some increased revenue opportunities by acting on signals from the market for both our clients and candidates. Cumulatively, I think within the first year, I'd be very surprised if we weren't closed to ROI, which is a great story to be able to tell.

There were a number of key reasons why we went with Automation Anywhere.

1. I think when we started on Automation, and looking at RPA, we recognized that we didn't know anything. Like the first time, we saw a robot in action was when we had a demo from their sales director. So, in recognition of that, we wanted to make sure that we were going to be working with someone who was able to nurture the relationship, provide deep support to us, be highly flexible, and was patient.
2. We were considering a direct engagement model versus a partner model. We wanted a direct engagement model. This was one of the key reasons why we went with Automation Anywhere because they offered that.
3. The concept of the customer success manager was very appealing for reasons that I've mentioned earlier, but they would also support us in nurturing that relationship and helping us drive through our RPA journey.
4. The Bot Store. I love that concept. We've used the Bot Store. It's helped us expedite delivery and achieve benefits. 
5. The plugger, the drag and drop, and the scripting meant we could resource internally a lot quicker because you didn't need that deep level of coding understanding in order for our dev team to be productive as fast as possible. 

Those were some of the key reasons why we went with Automation Anywhere.

I don't want to fan girl it too much, or even fan boy it. But, I'm a massive fan of AA. I've been in technical delivery for about 15 years. There are probably one of the best vendors I've worked with. I'm not giving them a 10 (out of 10) because then they have nowhere to go for improvement, but I certainly would put them as a seven and a half or eight (out of 10). I think the new evolution of the platform with things that I've already talked about will start to nudge it towards that nine (out of 10). They will still not get to a 10 because you know they need opportunities to improve. But, for me, they are a very good partner and a very good vendor to work with.

We are currently using it for a lot of projects, like repetitive or manual tasks. We are building bots to free human beings from boring jobs/tasks. We are working daily on Automation Anywhere to automate our processes.

We are using it on-premise. We are not using cloud for deployment. As of now, we are running it on our client machines. We develop automation on our desktops, then deploy our automation on our physical desktop using Automation Anywhere.

We have automated web scripting, downloading documents from particular websites, scraping data from websites, and extracting the data from PDF files. We are also updating the application with some user inputs. E.g., if you have an Excel sheet to update into a particular application, we can use Automation Anywhere tool and automate the process.

We have built some Java applications in Automation Anywhere. I have also coded macros and Python scripts to include in our Automation Anywhere tool.

The Automation Anywhere tool is very handy to use since I have some programming background, like I previously worked on Java. It's very easy to use Automation Anywhere because there is not much of coding involved. We just need to drag and drop the commands, then we can do the job.

Automation Anywhere is good for integrating other programming languages and other tools. The ease of use is very good, as we can directly code other programming languages, like Java or JavaScript, into our application and get output.

I have done work using a VPN, connecting via a remote desktop. The good thing about Automation Anywhere is if a client works without Internet, e.g., if we deploy on a client mission and the network is off, then a bot will still run offline.

If we want to read a scanned PDF, we use IQ Bot. Using the cognitive detail of IQ Bot and some machine learning abilities, we can train the IQ Bot to process all scanned PDF documents and give the results in an Excel file. This is a very good feature introduced by Automation Anywhere. IQ Bot is doing well.

The Bot Store is like a marketplace for bot developers. We already have some utility bots that are simple bots from there. We can download the bots from the Bot Store and use them in our current process. That's very helpful for the bot developers, especially for beginners who have just started with Automation Anywhere developing bots. There are a lot of bots deployed in the Bot Store. If you find any interesting bots, we can also upload bots to the Bot Store, making them available for everyone to download and use.

With attended automation, we need human intervention to provide input for bots. We make sure files are presented in a particular folder to pick up those files and feed it to the bot. Attended automation sometimes might go into exceptions, thus we need to monitor it in-between, then check whether it is working properly. This way, we ensure the bot is working properly.

Currently, I have developed between 20 to 25 bots. From when I started, we have deployed as a team between 30 to 40 bots. Their status is as fully running on our client machines.

We collaborate as a team if any face roadblocks or issues, discussing among our colleagues. Then, we involve the Automation Anywhere support team. They are very good. We can raise a ticket and get knowledge from their team. They help us resolve any issues.

The bot creation workflow is pretty simple. We check for feasibility, and if it is feasible, then we go about creating bots for the task. We have some measurements for ROI. We check the return on Investment to determine if it's feasible or not. We check the typical measurements, then go for Bot creation. After creating the bot, we don't have a production environment after creating the bot. We just deploy and run that bot.

If the process is huge and involves 10 to 20 steps, then it might take from creation to production three to four weeks of time. If it is a simple bot, it involves just launching a website and scraping data from the PDF, then putting it in Excel. For that type of bot, we can build it in one week and deploy it in seven to 10 days.

The return of investment on Automation Anywhere very good because I have automated some processes, like scraping the data from websites and updating some applications, and if we deployed full-time employees on these tasks, it would take more than a year and a half. However, if we automate the process and deploy a bot, it can be completed in just a month of time. The ROI is very good because the output is very accurate and the speed is very fast.

Our company is investing a lot of money in Automation Anywhere. They have saved money wherever humans are working. They invest a lot of money in FTEs and other logistics, so the money saving is very pretty good with Automation Anywhere. While I don't know the exact figure, the tool is saving us millions of dollars as well as saving about 40,000 hours in the last year. 

Currently, we are using attended automation. We do have unattended bots but are in the process of procuring some other licenses. In future, we will make a few bots unattended as well.

I did the Advanced Certification on Automation Anywhere University. I have also done IQ Bot learning. I am currently doing a Masters Certification. The courses are very clear. Any user can understand the content. If you are a beginner, go with Automation Anywhere. If you have some basic programming knowledge, that is enough. You can easily learn Automation Anywhere. It is not a big deal, and you can learn with the certification.

If a person doesn't have a programming background or skills, they can use Automation Anywhere and build bots. It's not a big deal. It's easy for business users to use. You just need some basic programming skills, like Ethernet and loops. 

I heard from Automation Anywhere that version A2019 will be released in either November or December. It is completely cloud-based and contains two IDs. One ID is a flowchart diagram and another ID has some commands. Therefore, any business user who has some basic knowledge can develop bots as well.

Version A2019 will be adding a lot of new features.

I haven't had a chance to work on Citrix automation.

We have ITMS (IT Service Management) and there are a lot of support tickets which are coming into that service site. As an enterprise application, there are too many tickets to handle live. This system is being used by service desk employees to enable them to address all the issues that customers are facing which they are tasked to resolve. 

Because the number of tickets is huge, managing those services and change requests is complicated to handle manually. We use Automation Anywhere now to process these tasks wherever it is not necessary to use the API to process the handling of requests.

If, for example, I have an application which does not have an API, but there is one activity where a user may need to be registered in that particular application for it to function, we use Automation Anywhere for that to supply the access. We get the data from the source data and use an Automation Anywhere bot to do the registration of the user into that application. This was being done by the service desk manually in previous instances, now it is automated using Automation Anywhere.

We have had about 300+ live tickets at the end of every month before using Automation Anywhere. We just went live last month using Automation Anywhere bots to take care of processing some issues. The total number of tickets that remain live has come down to around 80 as of the end of this month. It might touch around a hundred at peak times right now. But over a short period of time, maybe around six months, these unresolved issues could become zero at the end of the month. We are just evaluating the numbers from the date when we went live, so it is not so accurate. Definitely, the goal is that the count will become zero, and that is the target. It seems to be working well so far.

The other use cases that we have are open-ended right now. There are a lot of potential uses. For example, if a request comes into the service now to create a VPN account, we can automate that using Automation Anywhere. That work is in progress. Today that is a manual task where the service desk people raise another ticket to another team who will go there and create the VPN accounts. 

We are in the process of identifying certain processes that can be automated through a bot, as there are other services for internal support functions, like HR or IT. We are trying to take some of those services to automate them. In terms of the extensiveness, we have just started with that. We have around 10 new sketches that we have automated right now but we have around 13 to 14 sketches that we wanted to automate through this process.

We are using the on-premise deployment model.

As far as how the product has helped us improve our organization, we may be a bit premature to just to say that it has already decreased the workload. But looking into the decrease in the ticket counts, it suggests that it is helping process customer service requests and that it definitely is going to help us more in the future as we utilize the solution better.

There is one user registration process in one application where there is no API which has been published by that framework. This is a very proprietary in one application by a third-party. So, there was a help desk, and whenever a call went to the help desk, they had a front-end where they created these user registrations. Now, this is completely automated for all employees who are onboarded. We receive the data, it is put it into Excel, and from Excel, it will update it into the particular tool where the registration happens.

On the service desk, they are using ServiceNow with a VPN connection. Now, they are logging using Automation Anywhere as a bot, which logs into a ServiceNow. It will then take that VPN request and create it on the server.

To be very honest, I've not had the opportunity to go through all the features of Automation Anywhere. This feature where it can use a bot to go between a user and into other systems as a robot and do that work is very valuable. It can do whatever humans can do and still provide a level of security. That model is a good one. 

Developers don't have any challenges using it. We are still in the early stages of use, but it is working well. It is very easy to use for our developers.

One of the challenges that I think should be resolved — from what my team was telling me — is that Automation Anywhere is not able to connect to a database directly. I have not evaluated this myself. There may be good security reasons for this, but it should be possible.

For example, generally what we do now is to write scripts to push the data from the database and into the automation event. The direct access feature — which is not available according to my team — could solve the issue with the scripts. There's room for improvement in making more flexible solutions.

As of now, because I have not used the new version very extensively, I don't have any reference to say what features should be added to the next release of the product. My one thought is that I don't know about the possibility of reading from unstructured data and if Automation Anywhere has any features to access unstructured data sources. It would be good if it can read the data and build some intelligence over that to push data to the right application. We do have some requirements from clients in other organizations where invoices will come in to be scanned. Based on the analysis of the data, copies of the data can be sent to different, appropriate applications. We are using different tools to do this now. If this kind of feature for reading unstructured data is there, then it will be easier to incorporate in processes. That is good to add if it is not there already. 

There can be some options to connect to the database directly where we should be able to add some data. 

There was a limitation where we were supposed to login remotely to one server and carry out some actions. That integration was not possible.

In the Indian market, there are a lot of other service companies like us. In the market, there are other products competing with Automation Anywhere like UiPath. My team has technical experts in their technology and these experts also work with Automation Anywhere. When they are comparing the products, they say that the modules or the functionality in UiPath can do a better job overall compared to Automation Anywhere.

From a stability perspective, we run into an interesting issue. Somewhere in the licensing — especially for the Indian market — there should be some different pricing packages. For mid-size companies like us in our market situation, having multiple bots really costs a lot as a percentage of revenue. Instead of adding costs, we are trying to run with one or two bots which run about seven processes in all. It may not be the most efficient or optimal way to get the most from the product. From the cost perspective in the Indian market, if you want to grab the majority of the potential users, you will want to be considerate on the pricing side. A lower price may bring greater market share, user familiarity, and recognition.

Otherwise, stability seems to be good.

From the scalability standpoint, I don't think there will be any issues except for the increased costs which could prohibit some companies on a limited budget from scaling. So technically it is pretty good, but there may be some restrictions or interference in budget or integrations.

We are using one or two bots that are running continuously.

Support wise, I think the company is doing great. When we hired support staff to help us with the installation the support was very good.

Right now, we are just at the beginning of our implementation as far as what we envision it will be in the future. So far the support that we are getting is normal support. It is just okay. When we place a ticket, there is nothing bad, but also there is nothing extraordinary about the support like we were getting during implementation. What we receive now is just a normal support experience compared to the specialist who was very good.

We have not taken Automation Anywhere University courses.

One of the major reasons why we went with Automation Anywhere is that our company could have a global MSA (Master Service Agreement), where we could use this particular tool for our end customers also. As an organization, we had a global implementation with Automation Anywhere where the clients wanted to deliver this solution to the end customer also as part of their solutions. That's why — because that option was there — we just went with Automation Anywhere.

The initial setup for the program was not straightforward. It was definitely complex. As a layman who is unfamiliar with the product, I do not think people can implement it easily. Even people with a little bit of knowledge about the type of robotic engineering and applications are going to go through some challenges where they need help from Automation Anywhere.

So far in this installation, we have had to integrate with some internal processes. Also, we needed to incorporate solutions for the respective firewall openings to the internet. It has taken almost one-and-a-half months to do the basic installation of the software. It is not like pushing a button.

We initially deployed everything on server. However, the permission required Excel to also be a part of our process to be automated. So, we received some complaints on it this. This particular thing cannot be deployed on the server because of the license that we were holding. What I came to know is this feature is not available.

We hired a dedicated person from Automation Anywhere who supported us at the time of the initial installation. Because we were installing this on the cloud infrastructure, we had to go through a lot of challenges. Because we had a dedicated person helping us to do this insulation, it saved us a lot of trouble, experimentation, and effort.

We are still in the process of deploying and evaluating both the solutions and the benefits. However, I definitely think we will see a return on investment. Looking into the number of tickets and seeing that they have decreased now because of some implementation of the solutions we intend to deploy is a good sign. We have around 40+ such use cases that we still need to deploy. Definitely, we are going to see some ROI using this product. It will develop more over time.

In one of the use cases, we use to have around 300 tickets per month which has been reduced to almost zero now.

We evaluated Softomotive and UiPath. 

With Softmotive, the performance was a concerned. It was breaking in many places. That is what we observed. 

With UiPath, it was good. It has got a lot of integrations and can directly talk to the database as well. All those details are there. 

The major reason that we selected Automation Anywhere was the licensing model.

The primary advice which I would give to someone considering automation tools, in general, is don't just go for any RPA tool (Robotic Process Automation). You want to be sure that the tool you choose will solve some issues and resolve your problems. I've seen people just take any RPA tool just to say that they are using some RPA. It is not a status symbol, it is a tool for business. You need to define the problem and that RPA is the way to go to resolve the issue and improve business function.

If there is a process which cannot be completely automated using any scripts, and human intervention is very much required, consider going for this solution.

I will give an example. There was one use case where we had to read information from an Excel table and generate a report out of that. People might decide they need to start using Automation Anywhere or some RPA tool for this solution. But reading an Excel file is not really a commonly necessary use case for any of the RPA tools. Basically it can be taken care of in programming scripts or some small database script application. An easy solution would have given the proper output with less effort and they would still get what they were expecting as users. The point is to evaluate the problem and how complex it is before going to purchase any RPA tool which may be unnecessary. If it can be done through something else, it may be a more efficient process. 

Business users are not using the tool. They are just using the direct outcome.

We have not used IQ Bots, but might in the future.

We have not used the Bot Store. I would like to explore that in the future.

On a scale of one to ten where ten is the best, I would rate Automation Anywhere an eight. It is an eight because I'm seeing some results in the use case even early on whatever we are trying to automate. It has really helped our process so far and we will expand on that.

We have a lot of business use cases that we are using this tool to automate processes for. These include different business verticals, like credit, fraud, enterprise operations, and marketing. Each team has a separate dedicated RPA (Robotic Process Automation) team of its own.

We primarily automate processes for the banking and financial sectors. This means all credit related stuff, such as loan applications and operations.

I'm working on enterprise operations. We have different business processes that our business folks handle manually and our job is to automate them using RPA and the Automation Anywhere tool.

We are using the tool on-premise.

Automation Anywhere helps improve our organization by allowing us to automate processes that should not be manual. An example which we are working on currently is that we have a business process wherein we get emails from our business customer support providing monthly statements. Currently, we have a dedicated team who are taking the requests, going to our web, downloading the statements, and sending an email.

Because this does not have to be a manual process, we are currently working on automating the entire thing. So we'll be freeing up resources through automation which will save us close to 750k in a year.

The most valuable feature for me in the current tool is the ability to develop the code quickly. This is a feature which is out-of-the-box. It has about 90% of the things that we want, just included — a plug-and-play kind of solution. That helps us in quickly developing bots. It's robustness to access Excel documents is a useful feature because we use Excel a lot. So that kind of gels pretty well with what we need from the tool. So these two features are something which I can consider most valuable.

It is easy to use. You can get up and running using the training. It's pretty easy to get started with the tool. Only our technical team is involved in the development Automation Anywhere and bots, which is the direction our organization has chosen. We don't encourage non-technical team people to deal with it. That's our strategy.

We just did the PoC for IQ Bot, and it went fine. We have quite enough workload to be productive for this quarter, so probably early next year is when we are planning to start using IQ Bot.

One thing that they have to fix is scalability. We are scaling at a fast pace, and they promised us that they would implement multitrigger. If they don't get that enhancement out it is very inconvenient. When we asked when they could deliver the stable version of that feature, they said it would be sometime in August or September. But when I discussed this enhancement with one of the product owners, it doesn't look like they have had that on their development roadmap for even a September or October time frame.

But that's something which we are desperately looking for because we are scaling at a massive level, and without that feature, we are doing a lot of workarounds. It is a wasted effort. It would also be a good addition to the product. I am sure in a lot of organizations, are also facing that need or they'll come eventually to it. We have interacted with our customers and our partners and they agree. Some are already also in the same boat.

We would definitely like to see the Workload Manager (WLM). We thought that we would not need it. We thought that with the WLM feature, they were making a mistake and going nowhere. But right now, first and foremost, it is the most important feature I would like to have. The rest all are secondary for me. There are other organizations desperately waiting for that product. I don't see that the release will be happening soon.

I have using this solution for a year and a half.

The product overall is pretty stable. We do not see any big issues on the stability risk, so it is pretty decent in that way.

As with any other solution, it is evolving. We had our own challenges with the tool, but it is getting more stable as we progress. There is a learning curve.

We are using it on a pretty large scale. We currently have close to 60 bots running in production, but in the coming couple of months, we will scale up close to 120 bots. We have plans to scale up much larger, then eventually move to the cloud. That is in our roadmap.

A big problem that we are facing with the tool is that it is not scalable. For example, we have processes that are going to run for 36, 40 hours. It is running as a single trigger. Currently, Automation Anywhere doesn't support multitrigger. For multitrigger, you develop a solution once and install in multiple machines and run parallel. AA doesn't support this so we had to do workarounds to make that achievable.

We also got a tool from Automation Anywhere that was supposed to fix or patch a problem, but it didn't work. It was a horrible, pathetic product that they brought out when it wasn't ready. We had such a very bad experience using the extra feature. We worked with Automation Anywhere to get it to function. They also said that they don't know that the tool will work if you set it up because someone developed it and he left the organization. That feature is still not there in Automation Anywhere. Even in higher management, they instructed us not to use that feature, even for basic functionality. That's how bad the product was. I just discussed it with one of the product owners about the same, and they also kind of agreed that the solution was brought out prematurely. In all, they wasted our time on something that did not work.

We have tried to use tech support for this product and it was a pain. When we interact with them, we get all the lower level customer tech support. They have no idea how to solve feature problems. We might explain to them that a feature doesn't work right and only after four or five interactions, we asked to be escalated to a person who has good technical knowledge.

A person came on-premises and tried to explain a few things we had trouble with. We were much ahead of where they were because we did all the testing already. We could tell them more about what was working and what is not working than they knew. Again that person agreed that someone did the design and he left the organization. The person who came, who is representing the company didn't have complete knowledge of the product he was sent to fix. He just said to not use that product. Period. It is not the resolution we were hoping for.

We had already decided long before which product we were going to choose to use so we did not actually consider other products and used this first.

We scaled up pretty fast. Initially, it took a couple of months for our pilot, then we were up and running pretty fast.

We follow the same standard methodology which Automation Anywhere recommends for creating bots. When going through the process, we try to optimize it before we start doing development, then making sure the process is suitable for automation. It's a standard process that we follow across the board.

We have a consultant. and a vendor partner who worked on the installation. We are struggling with our vendor partner also. They are not up to the grade when it comes to knowing the product. So we are having a lot of challenges with our vendor partner setup.

Knowing about return on investment is not in the normal scope of what I do. But we have a lot of bots running which are saving time and effort while being more accurate, so I'm sure the company has an ROI.

Automation Anywhere University is pretty good. They make it available free for everyone. You can download and learn from it. The courses are tailor-made. It's pretty decent. One can just go through the courses and start developing bots straightaway.

We have evaluated other products: UiPath and Blue Prism. However, we chose Automation Anywhere for security purposes and the Control Room, so that it can be centrally managed.

Because I have experience with multiple RPA tools at an insurance-based company or a telco, I saw and worked with other tools, like Blue Prism, which are more efficient than Automation Anywhere. But as in financial institutions, like the banking sector, Automation Anywhere and some other products are predominant.

identifying the processes which need automation. If you're just trying to start up with your automation journey, the recommendation would be to identify low complexity fruits first, so everyone can get a taste of what automation can bring to the table. Then try to go for complex things, because if it fails, this will be a big obstacle in your journey. So, take smaller steps, then once everyone gets a taste of what automation can bring, there is no stopping necessary. Start slow, but scale and learn fast.

On a scale from one to ten, one being the worst and ten being the best, I would rate Automation Anywhere around six or seven. The reason it is not a higher rating is for one critical thing: as your code gets longer, it is difficult to analyze. It's just lines of code going from top to bottom. It is pretty good at developing the code and does make things faster. But analysis is not effective. If I had to choose between six or seven, I would have to choose the six. 

The important thing for those considering the solution is to analyze what business processes are in place and select a tool appropriate for what needs to be accomplished.

We are not yet integrated with other applications. We are trying to integrate Automation Anywhere with Splunk, which is a dashboard that shows all the information in a dashboard. However, that's in the pipeline for early next year.

We do not use the Bot Store because we don't know the authenticity of the code that is running underneath. As a leading financial institute, we want everything to be transparent. We can't take code built by someone else not knowing where the data will go.

We do not use Citrix automation.

We do not use attended automation.

My advice is to really evaluate your business process before you choose a product.

Our primary use case is working with different applications, like Excel and SAP. We get the data and reports, then produce results with Automation Anywhere. For IQ Bots, we're still working on it for data extraction.

I think version 11.3 is good, but I am looking forward to working with version A2019.

The drag and drop is valuable because you can easily read the commands and know what a particular line of code is doing. 

The error handling and troubleshooting are very good. It is easy for a developer to know what happened in any particular line of code.

I would like Automation Anywhere to integrate with Google activities, like Google Sheets. While this should be available in A2019, I would like it to be scaled more.

Version A2019 will have better error handling. They are also adding Python script.

I would like them to add dictionaries to it.

From variable to variable, it is giving me blank code. We have seen this in the IQ Bot, but not in the main code.

Sometimes, I have to restart the automation services to make them work properly.

The scalability is good. We have five bots that we are currently scaling. 

We are looking to invest more in Automation Anywhere.

We contact Automation Anywhere's technical support via email. I would like the support to be faster. Their response time is one to two days. Their customer care could be faster.

Our IT did the initial deployment.

We measure our success with our customers' happiness.

We have seen some return from the product.

I would recommend Automation Anywhere. You can test the tool before purchasing it.