Global digital transformation comes with an explosion in the amount of data, but also in the associated software, requiring enterprises to rethink service and operations management. The solution to this is automation, including the AI-driven robotic process, according to Nayaki Nayyar (pictured, right), president of digital services management at BMC Software Inc.

“What we are all experiencing is a tech tsunami, and what everyone is trying to figure out is how they manage this explosion,” Nayyar said. “It’s impossible for humans to do it all manually; you have to augment it with intelligence. But then, of course, bots become a big part of that augmentation to orchestrate all of that back-to-back process.”

In March of this year, BMC partnered with Automation Anywhere Inc. to extend the BMC Helix cognitive automation’s capabilities to include robotic process automation. The idea is to leverage bots across service management processes.

Nayyar and Mihir Shukla (pictured, left), chief executive officer of Automation Anywhere, spoke with Peter Burris (@plburris), host of theCUBE, SiliconANGLE Media’s mobile livestreaming studio, during the BMC Helix Immersion Days event in Santa Clara, California. They discussed how companies can handle digital transformation, as well as the opportunities they have in this process. (* Disclosure below.)

Bringing consumer experiences to the corporate world

Digital transformation is a path of no return. As consumers experience its benefits, business have no choice but to follow this way, according to Shukla.

“If you look at it from a more consumer’s perspective, the last 20 years of digital technologies have created this mindset of instant customer gratification,” he said. “And this new standard of instant result, instant outcome, instant respond, instant delivery, we just expect it.”

Companies’ experience with technology should be similar to the enjoyable and simplified experience consumers have with technology. To do this, IT organizations need to figure out how to reach that level of maturity, Nayyar explained.

“In our day-to-day life, we are used to a certain experience of how we consume data or experiences with our TVs and all the channels,” she stated. “That experience is what people expect when they walk into the company.”

The way enterprises have been dealing with the huge number of applications is to use people as system interfaces. “If you look at large organizations, they have vast amount of applications, sometimes 400, 800, a few thousand,” Shukla said. “And what we have been doing historically is using human bridges between these applications, and we have operated that way for too long. And that’s the world today.”

The future, however, tends to be very different. In the service industry, humans and bots will work side by side to ensure better results and experiences, Shukla pointed out.

“We think this as a utility, as the way you plug into an electricity outlet and switch on the light and you get the electricity,” Shukla said. “Now you plug into the BMC Helix, and behind it you have augmented workflows of chart bots, RPA bots, human beings, each doing what they’re best at, and giving a far superior customer experience unlike any other. That is happening now, and that’s the future.”

Watch the complete video interview below, and be sure to check out more of SiliconANGLE’s and theCUBE’s coverage of the BMC Helix Immersion Days event. (* Disclosure: TheCUBE is a paid media partner for the BMC Helix Immersion Days event. Neither BMC Helix, the  sponsor of theCUBE’s event coverage, nor other sponsors have editorial control over content on theCUBE or SiliconANGLE.)

Photo: SiliconANGLE