WorkFusion Reviews

We use WorkFusion to develop business processes and deploy them as automation solutions. It serves as the orchestrator for these processes. Some processes were initially manual, but we have automated them sequentially using WorkFusion.

I find the capabilities that a normal orchestrator should have to be valuable in WorkFusion. The WorkFusion 10 cloud-based platform is different from the earlier on-prem version, WorkFusion 9. The platform now includes auto machine learning and AI capabilities. We haven't used these extensively, but they are a nice feature they are working on. The platform remains stable with well-designed processes, despite being a complex and technical tool.

WorkFusion requires a high level of Java knowledge for programming, making it quite technical. Although they are moving towards a low-code, no-code platform, more effort is needed to cover the full automation spectrum. The main concern is the technical nature, which requires significant Java skills.

I have been working with WorkFusion for close to seven years. In April, it will be seven years.

I would rate the stability of the product as 8.5. Some stability problems may arise from processes that have not been designed or coded properly, leading to glitches. However, this may also be due to the design or code not meeting standards or expectations.

I would rate the scalability around eight. The number of bots currently running on the platform should be more than 1,000, including RPA and non-RPA bots. We use an enterprise license agreement.

I would rate their technical support as eight. They respond when we have issues on the platform, like lacking features or handling problems. Some issues are resolved quickly, while others might take time as they require further analysis.

Positive

The setup process for WorkFusion, whether on-prem or cloud, is generally on par with other products. It is primarily managed by technical personnel responsible for building automation solutions.

Currently, I would rate their pricing around two, as WorkFusion's cloud version seems costly compared to others. However, I don't deal directly with purchasing.

I can recommend WorkFusion, provided that users are trying to use it effectively and are aware of its technical requirements. The platform is technical and requires skill to extract value. Overall, I would rate WorkFusion seven point five or eight. I would rate the overall solution a rating of 8.

Positive

I primarily use WorkFusion for RPA, specifically the ODF framework, mainly using Java, even though it is somewhat deprecated. I automate tasks like transferring data from websites to services. The WorkFusion infrastructure supports my RPA bots. I also use it for machine learning models that recognize invoices.

It is useful that WorkFusion provides the entire infrastructure, which allows me to focus on writing code without worrying about maintenance. Even without DevOps, I can rely on WorkFusion's support for solving issues. They provide an inbuilt Selenium framework and infrastructure that eases my workload, allowing me to write Java code and embed it within Groovy classes.

Honestly, I am not familiar with the latest version of WorkFusion, so I cannot suggest any specific improvements. Although I have occasional infrastructure issues, WorkFusion support generally resolves them within one to two days.

I have used WorkFusion for five years.

I would rate the stability as four out of ten. I frequently face issues with infrastructure and some WorkFusion-related problems, such as login issues.

I would rate the technical support for WorkFusion around five or six. Initial support often struggles to find solutions, leading to delays until more experienced personnel get involved.

Neutral

Before WorkFusion, I did not have experience with other RPA systems.

The initial setup was tricky for me. Although I came into the project when it was already set up, the documentation is good, which might ease understanding for those willing to delve into it.

I have developers who previously worked in WorkFusion support, so they have internal experience, which aids in implementation.

I am not familiar with the exact pricing, however, it is considered pricey. I rate it around seven or eight out of ten.

I use Power Automate but only for specific tasks in conjunction with WorkFusion.

Overall, I rate WorkFusion a six out of ten. 

I advise new users to rely on the comprehensive documentation as much as possible. It's important to note that WorkFusion's documentation is closed, meaning it's not accessible for everyone, which can be challenging when trying to troubleshoot problems through search engines or use AI tools for assistance.

We use the solution primarily for workflow automation. We like to consider it intelligent automation. We're looking at the sort of bigger end-to-end processes - not only task-based, automation. We're also using it as a foundation to create scripts in some minor applications.

WorkFusion has been an enabler for us. We have a team working closely with the business, and it's been an enabler for them to challenge the business and improve their way of working. They're able to jump in and automate parts of the processes where we have legacy applications, for instance, or even new applications that have dependencies on other applications. 

It has opened up the possibility of actually improving some of the processes where we have had to do a lot of manual labor. 

If you compare it to its competitors in the market, it is more Java-native. We can build more complex solutions with it. It's kind of like a Java platform, yet you have the surrounding monitoring, error handling, and human and loop functionalities. You get a lot of those surrounding services out of the box.

The document processing engine for domain-specific documents is okay. We have a little bit of complexity, however. We have both Swedish language and vendors from all over the world. They're automation grade. Sometimes, it's not up to the task of what we want. That said, it's getting better.

We don't have a lot of structured documents. It's more unstructured or in between. For invoicing processes, we do have a lot of documents, and this solution has saved a huge amount of manual labor. 

The machine learning models for helping with document-heavy processes are good as well. If you have your internal documents and you can train on them, the performance is okay. However, now, with the LLM incoming, we do see an increase in automation when we add that into the concept. Definitely, in comparison to sending everything to LLM models that are pay-as-you-go, from that perspective, it's good.

We use WorkFusion Network. We've used it to access the current automation, AI innovations, or industry benchmarking. It is good. Definitely, the knowledge basically could be more searchable. That said, they have some good documents there.

We have not really used WorkFusion Networks library of prebuilt components. We have used some. It definitely speeds up work, and it's important to focus on the great prebuilt components. That said, we don't have a lot of use cases that have application connections. Common stuff, like trigger email reading, is definitely usable.

It's helped to improve our accuracy and compliance. We have some onboarding stuff, and we also have a GDPR event system that has been useful.

The product has helped with evolving goals. That said, at times, our goals don't work towards the same end goals. It's improved a lot lately. We've had a good dialogue with them. We've been able to push through some improvements. 

We have been able to save time and money. I don't have the latest figures. However, we've saved on both costs and time. 

For non-technical users, it may be easy to use. It depends on what perspective we're talking about. From a business perspective, like manual tasks, it's good. However, it's all about what the developer builds. That said, if we're talking from a developer perspective, the task of actually building automation is not ideal. That's not their strong side. They are getting better. They've put some focus on it lately; however, we don't actually use that functionality, so it doesn't affect us to a huge degree. We have Java developers doing the development.

The manual tasks and user interface need improvement. It needs ongoing work, and they have been improving it lately. There just needs to be more focus on it. We'd like to be able to build more application-like dashboards and GUIs that could enhance the user experience. 

With incoming new technology, such as LLMs and ChatGPT, needs better integration and a more seamless experience for the developer and business user. 

I've been using the solution for five years. 

The solution is stable. 

We have about 20 people from the central team using WorkFusion. They are developing and designing processes. Then, we have a few hundred users interacting with the interface and doing tasks. 

The solution is scalable. 

We have almost 200 processes, and they are sizable. We use it extensively across several companies. We don't see diminishing cases, especially now with LLMs. However, it is challenging in all directions. There are other options on the market. However, the monitoring, orchestration, and governance in place will mean we likely will continue to use it. 

Technical support is quite good. 

Positive

We did not use a different solution. 

I wasn't part of the very first dialogue with execution, however, it was quite good, actually. We got into contact with the senior leadership straight away and had a good dialogue, and we have had a good dialogue all through sort of it as journeys together with WorkFusion. That's one of their strengths of working with them. You get direct contact. And if needed, it's easy to escalate and get the support you need.

Getting everything up and running took quite a while. However, it was early in the company. It might have taken around a year or so. 

We've noted a huge ROI. On average, we have 200% to 300% of knock-on benefits from what we've put in. 

Everything should be cheaper. However, it's fairly priced. They have a pricing scale. We've been with them for a while, so we've already hit the roof. We've been with them so long that they are very open to discussion. 

We did try out some other options. However, they never flew. 

We had a dialog with almost all similar solutions in 2018 or 2017. 

I'm a customer.

The product has released one version we have not installed yet. We're working with close to the latest version. 

If I'd recommend the solution to others, it depends on what they're aiming for. WorkFusion is super good if you have a centralized team that's building and creating value across the company and looking at larger processes. However, if the company is only working on task-based automation, the smaller ones and not very complex ones, then there probably would be other solutions that are easier. 

I'd advise new users to have support from Senior leadership. It's very transformative. You need to work closely to get the most value. 

Look at end-to-end processes and have a centralized team that understands the concept of what can be done and not just push it out to business users. 

I'd rate the solution eight out of ten. 

Currently, we use WorkFusion for its OCR and automation capabilities to extract key pieces of information from legal entity documents submitted during client onboarding. This information, which relates to individuals who have the authority to control, own, or transact on behalf of the client entity, is then compared to the information in our system of record to ensure a match.

We have 75 different processes, and the AI robots are a critical part of the two processes we have deployed them in for the duration of those processes.

AI robots process data extremely quickly. From a precision perspective, they can achieve high accuracy, but we need to continue training their models to improve further.

AI robots increased efficiency in our organization by 15 percent for one process and 40 percent for the other.

AI robots helped us scale our organization through the reduction in annualized manual handling time. WorkFusion has allowed us to continue to grow the business by ten percent without having to add to our headcount.

The document processing engine is able to digest our primary documents and extract needed pieces of information depending on the use case we provide. This is extremely important for the processes that WorkFusion implemented.

We only process unstructured documents, and we have a good success rate with them. WorkFusion's out-of-the-box models for unstructured documents are the reason we chose them over others.

WorkFusion has helped improve our organization. One of our digital workers allows us to actually speed up review times for our analysts. Historically, they reviewed every single legal document that was submitted, page by page, and did that comparison. We've been able to speed up that process, which has resulted in an efficiency gain. Additionally, the digital worker has added a level of control and consistency to the process by ensuring that all analysts follow the same exact procedures and guidelines, regardless of who they are.

It has helped us improve our accuracy and compliance, resulting in reduced manual handling time. Specifically, WorkFusion has allowed the team to review 15 percent more documents daily, equivalent to a year's worth of growth for our business.

WorkFusion's flexibility helps our organization achieve its evolving goals. We've had a great experience working with WorkFusion over the past two years. They've been able to add functionality and features to their product that align with our processes or make common sense. Most of these requests have been added to their product roadmap and deployed.

The automation process is the most valuable feature.

Machine learning models for document-heavy processes have room for improvement because they require significant effort to train and update.

WorkFusion can be easy to use for non-technical people. It has two modules: a workspace for analysts to use on a daily basis, and an analytics module for tracking throughput, recall, precision, and other model metrics. The workspace is very easy to use, similar to any other case management tool. The analytics module, on the other hand, can be confusing at times and could benefit from some improvements.

The biggest challenge I've had with WorkFusion is employee turnover. On both of my projects with them, the primary developer, the PMO, and some of the product SMEs have all turned over. There's been a lot of turnover in their organization over the past two years.

I have been using WorkFusion for two years.

From a software perspective, WorkFusion has been stable and we have experienced no issues.

WorkFusion is scalable.

The technical support is fine.

Positive

The deployment took twice as long as we originally scheduled.

The implementation of WorkFusion's machine learning models for OCR and intelligent document processing was supposed to take six months, but it ended up taking one year.

The deployment team included two primary developers, the CMO, and the digital worker product owner from WorkFusion. On our side, we had two developers, a PMO, and a group of business analysts to develop the requirements and conduct testing.

The implementation process began with a proof of concept where we reviewed our process at a high level and WorkFusion demonstrated how their digital worker, Daryl, could achieve our key goals for that process. From there, we moved into the full business requirements development phase, which took a couple of months. This was followed by the technical requirements phase, the development phase, and the system integration testing phase. Once the SIP tests were passed, the implementation went to user acceptance testing. Finally, there was a month of bug fixes before the implementation was pushed to production.

The implementation was completed with the help of the WorkFusion team, despite the challenge of their significant turnover during that time.

I recommend partnering with WorkFusion and investing in their professional services for the initial deployment. This will help get it up and running as quickly as possible, which is important because we will still be paying the annual license fee during deployment. Investing in professional services can help offset some of the costs of the ongoing license fee.

In addition to the licensing fee, there is also an implementation cost for each use case and technical support costs.

We evaluated UiPath, Hyper Science, and Alteryx before choosing WorkFusion.

I would rate WorkFusion seven out of ten.

We have about 35 WorkFusion users, most of whom are analysts who perform a variety of tasks. The digital worker we implemented has gradually taken over some of the analysts' more mundane tasks, so they can now focus on quality control rather than doing all of the initial analysis.

WorkFusion takes care of the maintenance.

We have 35 people on my team who use WorkFusion. Over the next few years, we plan to roll out more use cases, but we are limited by our capacity and budget.

Whether WorkFusion's out-of-the-box solutions are worth evaluating depends on the complexity of the process and whether they align with the organization's needs. If we need to completely customize one of WorkFusion's digital workers for a specific process, WorkFusion may not be the best fit.

Based on our experience, I would recommend adding at least 50 percent to the implementation timeline that WorkFusion provides.

The biggest lesson I've learned using WorkFusion is to limit the number of customizations to its out-of-the-box solution.

We use the WorkFusion Tara Digital Worker to assist with level one screening of real-time payments.

We deployed WorkFusion in the cloud and it is integrated with our screening solution.

We use machine learning-powered AI-based digital workers, which are very important to our core business process. This allows us to work at scale without increasing headcount and to focus our existing headcount on more critical work that requires human attention.

It is important for institutions to evaluate the opportunity to implement AI in areas where experience and consistency are key, understanding that it requires a strong governance program and continuous monitoring to prevent people from treating it as a black box and ignoring its potential risks.

We have seen an increase in efficiency, which has allowed our existing resources to be more focused on mission-critical items that are more relevant to subject-matter experts, enabling them to do important work without eliminating essential tasks, given the nature of false positives associated with payment screens.

AI helps our organization scale. Based on the automation rate, I see that our institution has been performing well. I believe that the benefit of WorkFusion is their willingness to work with the customer to continuously evaluate the product and strive for higher automation rates through ongoing releases and enhancements.

We do not use WorkFusion's document processing engine very often. We are considering using them to evaluate introduction alerts and real-time payments. They would compare a paper payment to a populated alert. The documentation they have provided has been excellent. Once we had an executed agreement, they provided very good article documentation related to model validation, which has allowed us to implement a strong governance program.

WorkFusion is easy for non-technical users to start using.

It allows us to scale our real-time payment screening process so that we can handle an increase in alerts caused by changes to watchlists or the environment. Digital workers can process the equivalent of a very large number of full-time teammates, so we can treat them as the first set of eyes in a four-eye review process. A second human subject matter expert can then evaluate the digital worker's performance and give a final sign-off. This process is more efficient and has a faster turnaround time than a fully manual process.

Although we had no issues with accuracy or compliance before implementing WorkFusion, it has helped us maintain a strong level of compliance by providing consistent outcomes and notes as part of its review of payment alerts.

WorkFusion has been an excellent partner, providing clear and concise communication to understand our needs, helping us to integrate or work with our existing systems expeditiously, assisting with user acceptance testing, and providing a very strong customer support base when we have identified challenges or requested further enhancements. I appreciate WorkFusion's partnership in this regard.

We have been very pleased with the speed and decisiveness of WorkFusion, which is able to quickly provide a disposition note or escalate to a human for additional review. We are also very pleased with the quality of WorkFusion's dispositions.

I would like WorkFusion to improve the automation rate when evaluating unstructured text.

I have been using WorkFusion for just over six months.

WorkFusion has been very stable even when we've faced challenges. WorkFusion has been a great partner in identifying, fixing, and implementing solutions in a very reasonable amount of time.

Scalability has been good so far, but we haven't had a massive increase to truly test it. Based on our observations of the dynamic nature of functions, lists, enhancements, and additions or subtractions, WorkFusion has met our demands so far, which is great.

Technical support is good and responsive. They communicate the status of issues well, which I appreciate. We don't have to call them; we can simply report an issue, and they will provide regular updates. We've never had an issue linger for too long, which is great. Overall, our experience with technical support has been positive.

Positive

The initial setup was straightforward and a very good experience. The WorkFusion team worked seamlessly with our sanction screening vendor to turn it around quickly and easily from our hardware end.

The implementation was completed in-house. The digital worker that we use works as though it is a human within our screen system.

Given that we do not generate income, it is difficult to quantify a return on investment. However, I would say that it has been a significant cost savings, allowing us to meet our demands without having to increase our headcount by multiple teammates.

The pricing is fair because WorkFusion's out-of-the-box solution is appealing.

We evaluated a few different automation vendors, but we felt that the WorkFusion product was more directly designed to meet our needs; it did not require a custom build by another vendor.

I would rate WorkFusion eight out of ten. The product offers opportunities for improvement, particularly in terms of customer-based comfort with the level of automation, whether to manage it, monitor it, or trust it to run fully automated.

We have a small number of endpoint users who use WorkFusion. These are our level-one analysts who interact with it. We currently use our level-one and level-two analysts to handle escalations from WorkFusion and to evaluate the false positives that WorkFusion identifies, in order to confirm that they agree with the disposition note.

No maintenance is required.

For those considering WorkFusion but already using an RPA tool, I would like to know about their RPA experience and whether they felt it was tailored to the specific needs of the financial crime compliance industry. I have personally found that WorkFusion's explicit definition of what its digital workers can and cannot do, and its application of this to the financial crimes industry, really sets it apart from other vendors. This is because other vendors require a significant amount of customer input to design a product that meets their needs, and then require further customer maintenance to ensure that those needs are still being met.

Make sure to discuss the willingness to work with other vendors to share their model documentation and provide support for model validation. Artificial intelligence-based solutions are a very hot topic, so I think people need to be cautious about how they select a vendor. Make sure that the vendor is able to provide their own model documentation and model governance so that they understand that the risk of any errors and all liability rests with the institution. AI can be a great tool, but only when it is governed and monitored appropriately.

I started with invoice processing. That uses a lot of different parts of the WorkFusion solution. It uses their built-in OCR package, built-in S3 instance, and built-in databases. Invoice processing is the big use case. 

We use their AutoML tagging machine learning use cases. Then, at the end, we use their true robotic process automation, using the SeleniumLibrary, to enter things into our ERP system.

I have used it for a couple of other projects. I have done this mostly because WorkFusion makes it easy to code out a straightforward business process, put it on a schedule, and hook it up to a database without needing to requisition all new things and servers to launch it. I can host it in one central spot.

Our particular instance is on-prem. It has five or six different Linux servers that all talk to each other as well as a handful of Windows machines that end up talking to the central Linux boxes. In my time here, we have had two different major versions of WorkFusion: 8.5 and 9.2. We are currently on version 9.2.

The workflow automation has definitely been helpful. It gives us an interface to launch code on one site, then have it run in parallel one to ten times on ten different robots. They can do the same process ten times in parallel on a website. 

We have entire workflows predicated off of the document processing engine. Our whole invoice ingestion process runs 50,000 documents a year, give or take, completely predicated on WorkFusion's document workflows.

We receive invoices from 50 to 100 different vendors. They all have different formats. The document processing engine (coupled with their AutoML services, data extraction, and human tagging) is able to translate these 50 different formats into a single output that we can then pass downstream into whatever process needs to receive it. So, this has been a helpful integration.

We have automated a lot of finance workflows using WorkFusion. This definitely helps both our accounts payable and accounts receivable teams.

I really like the machine learning and tagging. They give a decent UI to allow even non-technical users to gather or tag the data, then that goes into the back-end so we can use it to train the models. This is something I have not seen in another solution or environment, and having that built-in, straight into the package, has definitely been a big help.

Out-of-the-box, the machine learning in the document processing engine needed some tweaking. A couple years ago, another engineer at the company and I met with one of the WorkFusion ML engineers and built out a custom model on their AutoML platform, then deployed it in January or February of 2019. It has been running pretty well since then. So, one of my huge selling points on WorkFusion is the AutoML.

We only have our engineering team writing code and developing business processes since it is very technical. In terms of data extraction and training the ML models, we deployed that to our accounts payable department, which has fewer technical users than our engineering team. After a handful of training sessions, they were able to get in there and use it with decent accuracy. It could be better, but it is definitely better than nothing.

One of the big upgrades that I know is happening in version 10 is an improvement to their tagging interface. That is definitely something that I am excited about to sort of reinvigorate our more non-technical users in information extraction from our documents.

There could be better version control through their web platform. That is something that could be improved on. Integration from the IDE, e.g., from WorkFusion Studio directly into Control Tower, would be nice to have too.

I have been using WorkFusion since my first day at the organization. The organization obtained WorkFusion sometime in Spring of 2018. I joined the organization in Summer of 2018. Therefore, I have been using it for about three and a half years.

The vast majority of the time, there are no issues. Most of the issues that we have run into have been more around certificate upgrades and stuff like that. That is probably not WorkFusion-centric and could be mitigated more on our side by using a cloud solution instead of on-prem.

The ML server specifically likes to lose connection with our network drive once a month or so. However, I don't know if that is actually a WorkFusion issue or if that is our network team doing a server reboot which just doesn't reconnect automatically. Nine times out of 10, WorkFusion has been up and running exactly when I need it.

In terms of web automation and desktop automation, it is mostly a server provisioning thing. That is mostly on our side. Once we have the servers provisioned and imaged, we can deploy one to 10 processes that follow the same code with relative ease. I have never really tried to scale beyond 10 or so.

The technical support is super responsive. Whenever we open a ticket in their Jira, they get back to us in short order. They are always knowledgeable about what they need to do when helping us fix our issues.

I would advise using WorkFusion's support whenever questions come up. They know what they are doing and read the documentation thoroughly.

I would rate the technical support as 10 out of 10.

Positive

Three years ago, you could upgrade from version 8 to version 9 to get X, Y, and Z improvements. Now, we are at a point where we can upgrade from version 9 to version 10 to get A, B, and C additional improvements, and it is good that WorkFusion is iterating and developing their solutions.

I was fairly heavily involved in the version 8 to version 9 transition a couple of years ago, and it was a big undertaking. That is something that they could do a little better. I would recommend having them assist in transitioning their platforms through the major version upgrades. A lot of things had to be rewritten in the new version as opposed to having some sort of import tool to move them over automatically.

Going to version 9.2 was not a direct upgrade. We actually provisioned new servers and did a brand new install onto them. It definitely leaned more towards the complex side than the straightforward side.

I remember our manager at the time spent a lot of late nights back and forth in the WorkFusion documentation. They have six or eight different servers that all have to talk to each other under the hood. They have to share secrets between each other to manage it. They have to manage certificates against each other. It is just the tech stack complexity that influenced it a lot.

The OCR implementation was straight out-of-the-box. 

There was one instance where I connected with WorkFusion over the development of our custom model.

Leveraging the more AutoML and custom models has been a lot of tweaking over the years. The initial model probably took about a month, once we went live with version 9.2, and that was working heavily with the WorkFusion AutoML engineer who is associated with its deployment.

The 9.2 implementation was mostly done by our technical manager. There were also about three engineers tangentially involved, mostly as a part of learning more about the solution and the inner workings of it.

Their robots have increased the rate of efficiency by two to five times in our organization. There is still a human element to code out the package running the robots. You can't just click something and have it run. However, once that has been done, you can parallelize it 10 or 100 times in a fairly straightforward manner. 

When we are automating things, we are just completely eliminating the chance of human error happening. The computer does it, and the computer will do it the same way every time. We don't have the element of humans in there. It has improved our accuracy and compliance since we are eliminating the human error element.

It has provided time savings and let employees be allocated to other job tasks.

Their OCR package has been alright. I have played with the Microsoft Computer Vision packages, and this tends to do better on certain things, like handwriting analysis. In terms of ease of deployment and integration into the rest of the platform, it definitely provides advantages with ABBYY, which is what we use in WorkFusion under the hood.

We have explored some Microsoft solutions, but they aren't exactly complete parallels to WorkFusion. They just allow similar things. Where they often fall short is ease of deployment and integrating separate parts. For example, in Azure, I can set up a database and a process that will read from the database trying to link that into a machine learning algorithm. Linking that again to a document tagging type of setup would be tricky to do. WorkFusion allows for relative ease when linking all those separate portions.

I have been fairly happy with it. It gives me straightforward deployments of stuff. It lets me build out schedules and set up database tables natively from their web interface.

I led our internal 'tagging' training sessions, not WorkFusion. It was mostly just walking through what the environment is and what they have to do in the solution to process documents.

If someone was looking into WorkFusion, but already has an RPA tool in place, I would probably want to learn more about what they are not getting from their current RPA tool. Then, I would figure out if that is something that WorkFusion would be able to provide or if it is something that would be a shortcoming in WorkFusion too. Generally, I would lean towards the side of momentum, where if they already have a good thing going with one tool, unless there is a real need to transfer over, then I would recommend staying with that tool.

I would rate the product as seven out of 10. It is definitely not a nine or 10 because there are certain shortcomings in it. However, I don't pull out my hair every day trying to make general things work the way that they should work.

We use WorkFusion for SPA, Smart Process Automation. SPA combines robotic process automation and machine learning. The heart of it is machine learning. The RPA processes are a few steps that a robot does instead of outsourcing to a human in India. It makes the process more efficient to execute any exceptions on the WorkFusion cloud.

It's a SaaS solution, so everything goes over the cloud. Only the results are delivered locally on-premises. We're using it for machine learning purposes to extract data. However, the process is not entirely straightforward and sometimes we need manual intervention by our third-party ops provider in India and Poland.

We have between 20 to 40 bots that work in our production environment. They do the work in the background, so we don't see what they do, but they handle the workload. We also have approximately 20 employees in India that for whenever a bot has a question or has an issue. Then a human being needs to look after that. This gets done by our colleagues in India based on training. We define the gold data to be specified in each document we want to have extracted. We also have very detailed instructions on what has to be done if something happens that is not as expected.

We work directly with WorkFusion. We also work with a back-office services provider and they do the manual exception handling. Whenever something isn't automatically extracted, it appears in the cloud. An employee of our service provider in India or Poland handles the manual extraction based on the detailed instructions. We get the results and import them into our target systems.

WorkFusion has doubled our efficiency. We replace manual processes with automated ones. We need half as many people to process the same amount of work, or we can process double the amount of work with the same people. It's a mix of both because the volume has increased a lot. 

We would have some issues meeting our obligations to our clients without WorkFusion. We expected the volumes to increase, but they coincidentally spiked as we introduced WorkFusion. That was an immense help because we would've had trouble serving our clients if we didn't have this capacity gain.

The document processing engine is essential because that's where we gain speed. We're processing a massive volume of documents with the document processing engine and automatically extracting around 80 percent of the information, enabling us to honor our clients' SLAs. We can distribute the information 24 hours after having received it. This is an SLA that we have with the clients, and that document processing engine helps us keep those timelines because it's a lot faster than if someone had to look it over manually.

Adopting WorkFusion has improved our accuracy, but not significantly. We have fewer mistakes overall compared to parallel processes that don't go over WorkFusion. It's around 5 percent better. Compliance isn't an issue because we process publicly available information. It depends on how compliance is interpreted. We would also have more security tasks to go over internally before working with an external provider.

When we implemented WorkFusion, it was quite popular within our company. I got to do a lot of demos for different companies. It was good because it showed people what was possible and inspired ideas about new use cases. I'm currently also working with all kinds of different use cases. In terms of creativity and generating ideas, WorkFusion was good. 

We're also able to automate internal processes because WorkFusion also can deliver different outputs that are more flexible for us to work with internally. So we're also able to have more efficient internal processes thanks to WorkFusion.

The document processing engine is good. We're extracting around 70 data points from a given document, and we have an automated extraction rate of 80 percent for those fields. For some fields, the rate is 100 percent because they're clear. They're always in the same spot and are very defined. Other information is only found in a few documents, and the automated extraction rate for those cases is a lot lower. Overall, we're quite happy with the 80 percent.

The interface is user-friendly and accessible for people without a technical background. It's straightforward to design and set up the business process ourselves. I think the UI was designed for business users rather than IT or technical users. I was able to set up a business process with a half-day of self-guided online training. That's pretty intuitive, and I would rate the UI 8.5 out of 10.

I would even give WorkFusion a nine for overall ease of use. The workspace is well designed. You can navigate everything using the keyboard, and it has good functionalities. WorkFusion is ready if you have specific improvements to your business processes. 

The most common issue we have is with the OCR, but that also depends on the quality of the documents your scanning. Still, I would say the OCR is comparable to other solutions. I wouldn't say it's better or worse than other OCR engines.

WorkFusion entered the market early, and we see some newer providers that run on different technology in the background, so I'm not sure if WorkFusion's platform is always the most advanced. At the same time, I'm confident that WorkFusion is also working on releasing a new generation platform when they see fit. WorkFusion is constantly developing. 

However, we've had use cases where we decided not to employ WorkFusion because it lacked capabilities that were important for the business processes in our company. We discussed this with WorkFusion, and they were open about these functions not being one of their primary capabilities. In these cases, we chose another provider. 

WorkFusion is willing to listen to new requirements and look for solutions. They're also forthright enough to say when a specific capability may not be the best fit, and they're able to admit that. This is also something I appreciate because other providers claim to do everything, but when we do the POC, we find out the solution falls short of our expectations.

It's very possible that WorkFusion can address the internal RPA tool issues. But in terms of RPA, it depends. If you identify the need for an external solution, then you can do an RFI with WorkFusion. WorkFusion will give you a truthful reply to your requirements about whether they can help you out or not. We have RPA internally, and we do most of it internally. When we don't need WorkFusion, we prefer to do things in-house. We can solve most of the processes we have with our internal capabilities.

We started working with WorkFusion about five years ago. I switched departments around two years ago and since then, I have not been responsible for the original process that we had in production for WorkFusion. Fairly recently, I did a proof of concept for another project with WorkFusion.

WorkFusion's stability is fairly good. We have to open support tickets every now and then because something breaks down or isn't working. When we started working with WorkFusion, they advised us that they hadn't worked with this much volume in the past. We were processing more documents than their system had ever handled. We pushed their boundaries a little.

We weren't expecting the volume, either. When we went live with WorkFusion, the volume started spiking simultaneously. We had even more volume than we originally anticipated, and that caused some stability issues. 

Fortunately, that never caused a long interruption in production. We have an agreement with WorkFusion, so they would always address any ticket in a timely manner. We're not seeing 100% stability in uptime, but we always get support when it goes down. They have improved a lot over time.

They addressed any scalability issues we had at the time. It wasn't perfect from the beginning, but WorkFusion always showed us support and commitment to helping us succeed. I would rate them an eight of 10 for scalability. If it's not ready to scale, they will find a solution for you. They scaled it for us in the end.

We process an average of 1,000 documents a day. These documents are about 30 pages on average, and there are about 50 to 70 data points per document that can be extracted.

WorkFusion's service is what sets the company apart from competitors, which are all similar in terms of features. They're set up fairly well to respond quickly if there are errors or you need to make some adjustments. 

They also understand our use cases well. That helped us a lot because we're a financial company, and we appreciate their expertise. They understand the issues we're trying to solve. We appreciate that. I would rate their customer service nine out of 10. 

Positive

WorkFusion was the first process automation provider we implemented. 

The initial setup was complex for me because I didn't have much knowledge. I don't have a computer science degree. I had half a day of online training and did weekly calls with WorkFusion where they answered my questions and offered solutions to problems I had. 

It all goes back to customer service. It took about three to four weeks that WorkFusion.

Setting up business processes on the WorkFusion platform was painless because they provided good support. I didn't configure the machine learning models myself. We gave our business process requirements to data scientists at WorkFusion, and they implemented the background ML models. We specified how a certain data point would be recognized and interpreted in a document.

WorkFusion's automation is excellent from a cost-benefit point of view. It's not for free, but we doubled efficiency. You can look at it in terms of opportunity costs because if we didn't have WorkFusion, our costs would increase by around 30 percent.

The price for WorkFusion is quite fair. It isn't the cheapest solution in the market, but it's very close. We had a bad experience when we chose a cheaper provider for a different POC who failed to meet our expectations. That could also be our fault. Other providers will charge you more for the same amount of work.

We evaluated some solutions, but it ultimately came down to price. WorkFusion was fairly early in the market. I am not sure if their technology is as sophisticated as some of the new players on the market, but the new players on the market are also a lot more expensive.

WorkFusion has standardized processes, but they've also developed new templates and machine learning models for us. Overall, I would say they're fairly standardized. Another provider develops machine learning models on the go based on a template, but a different business model enables them to do that.

I rate WorkFusion nine out of 10. WorkFusion's customer service is the most important aspect for me. They have people in Minsk and London, so they also cover different time zones and can help our colleagues in India when they need help. One of the reasons we chose WorkFusion is because they had full-service coverage of our different time zones.

WorkFusion is an RPA solution that we use to automate things. We have multiple use cases. We use it to help prevent card fraud, as well as for fraud investigation, credit, and new-account opening. It is used across the bank for multiple purposes.

The purpose is to automate trivial and mundane tasks and make them less dependent on humans, as well as to make them much faster and more efficient than when done by humans.

The whole purpose of RPA is to minimize and automate the mundane tasks that go on in any organization. In our case let's take the example of card fraud. When someone here in South Africa suddenly gets an SMS on their phone saying that 1,000 South African rands were debited on their credit card, and they realize they didn't do the transaction, they'll report fraud to the bank. Before automation, when someone reported fraud, the case had to be logged and an investigation would take place to look into whether the customer had actually been a victim of fraud. That process included pulling SMS and ATM logs and it took seven to 10 days for a case to be finalized.

With automation, we have some pretty new solutions wherein, as soon as a card fraud is reported to the bank using any of the usual channels, whether it's through the app, an SMS, visiting a branch, or contacting a call center, a case is logged and flows into the robotic system. Then, based on the customer's card number, his details are fetched from the bank systems, including his SMS and ATM logs. When an investigator sees that the customer was a fraud victim, he puts it into the refund queue and the bot reverses the amount. If it is the first time a customer is a victim of fraud, he gets a refund within 10 to 15 minutes.

We already have a lot of compliance and governance systems in the bank, but they were all manual. If someone who was doing compliance and reporting was sick for two or three days, that job would be pending or maybe someone would need to take over. With automation, the level of reporting has increased because we are doing all the user reporting more frequently. WorkFusion has increased the level of compliance by not delaying it.

The Control Tower enables us to create and use workflows. It helps us run processes. There are a lot of small features, but the Control Tower is a very good feature, wherein we can create bots and schedule them as well as create different instances of them to run in different regions.

The "human task" feature is also important. It allows us to handle scenarios that might be causing a process to fail. We can catch a process that has not finished and take action on it.

When we develop bots, WorkFusion is heavily integrated and built on top of Selenium. We get to use the Selenium capabilities, which is also nice.

I've not worked with the OCR feature, but from what I hear, its accuracy is not that high. It depends on the type of documents you're processing, because if they are handwritten documents, it's very difficult to do optical character recognition. Maybe it is a matter of using the AI/ML features of the WorkFusion platform, which we haven't explored. But document processing with respect to OCR can be made better.

Also, WorkFusion comes packed with certain libraries and .jars. At times, you understand that you're using a system in which a library or .jar is outdated and you need to upgrade it. At that moment there is a problem because the WorkFusion guys say that you cannot tinker with their basic product, despite the fact that we have encountered an issue with an existing library or .jar being either outdated or having some serious issues. And because of that, we are failing. They need to better manage quickly making changes in WorkFusion to accommodate a situation where other technologies are not supporting the platform.

For example, WorkFusion uses a protocol for a file transfer protocol server. Now, some other systems we are using WorkFusion with have migrated to a higher protocol. WorkFusion doesn't support that higher protocol and the other technology doesn't support the lower protocol. We are in a Catch-22 situation. But if we were to go to WorkFusion, they would say we won't allow you to change our product. They can do better in managing changes customers need to make because of certain situations.

I have been using WorkFusion for about four and a half years.

I actually never worked on RPA before I started working here. I had knowledge of Java so I was hired by the organization. There was a lack of WorkFusion people available in the market five or six years back. Even now, it's not one of the most popular or prevalent technologies for RPA in the market. So there are fewer people to work on it.

The solution is pretty stable. At times we have problems wherein our platform team needs to restart their services or server. But I would assume that it is because a lot of teams deploy to that server. So if they're not managing their processes in a smarter way, at times it gives them problems. But otherwise, the platform is stable.

We haven't scaled it on a dynamic basis, in real time, as you might do with Amazon Web Services or cloud services. But if we have a bot working on four machines, and we need to handle more loads, the very simple way of doing it is to add more machines or VDIs. Another option is to make them run for more hours so that they can complete the load. We are able to manage our loads with our design and the way how we implemented the solution. We haven't had challenges.

Currently, we have version 9 which is on-prem. From version 10 it is on the cloud. It's a big move from on-prem to cloud. So a lot of people have to learn the basics of the cloud. Then the whole program can move to the cloud. There are discussions going on and the next move is to the cloud.

There are a lot of people using the solution within our company. Some are technical people who are developing and deploying solutions. Others are on the platform team and they are managing the end product. Some people are analysts who have different levels of access. And some are on the business teams in the bank, who actually run the bots. There are six or seven teams involved with a total of about 100 people using it.

Sometimes, when we report an issue such as a possible bug in the WorkFusion platform, and we need answers or a solution, we think WorkFusion can do better. Most of the time, there is a lot of back-and-forth communications and then they will say, "We will log a ticket and it will be in our queue and we will investigate it." Many times it's a burning issue for us. The support from the WorkFusion team is slower than what is expected by their customers.

There could be many reasons for it. They develop a lot of features and they have to integrate improvements into their solution, and they have to roll out patches. But, when all is said and done, it would be better if they were faster and more nimble to accommodate changes.

Positive

In our organization there is a platform team that manages all the technical aspects of installing, managing, and restarting services.

Maintenance of the product is typically handled by that team as well, which has five or six staff members. There are two senior guys and three or four very junior guys who just joined out of college. But obviously, their job is not only to maintain WorkFusion, that's one of their jobs. We don't need a team of five to maintain WorkFusion, but we have a team that does the job.

It competes with other solutions in the RPA domain, such as UiPath, Blue Prism, and Automation Anywhere.

We haven't used the AI and ML features in production that much. The OCR features are reasonably good, not very good, but reasonably good, and they get some use.

If you're an analyst or an end-user, it's not very easy, but it's worth developing some abilities based on basic certification or training. It's not that complex because there are so many facilities available, but if non-technical users are not aware, they may only be able to use it to a lesser extent. It is not really easy for non-technical users, that's what I hear, but it is worth it. It gives you results if you learn it. And for a technical person, it is Java-oriented technology, so you need to have good skills to develop bots.

It is related to order entry and customs processing. At a high level, it is automatically reading from emails, processing attachments, OCR, and machine learning.

We use it for our important use cases. We are a transportation company. We take orders, then we fulfill those orders. So, if we do not take the orders, then we have nothing to work on.

We also do cross-border freight. We move freight from the US to Canada and Canada to the US. We need government clearance before we can move the freight. For that, WorkFusion is also important.

It is on the cloud utilizing AWS. We are working on changing it to the SaaS model from this year onwards.

It takes care of simple tasks so users can focus more on exceptions than on regular use cases. They only focus on orders where they need to handle an exception, some information was not given, or there is an issue that they had to focus on. The rest of it goes straight through without human touch. We want to see our employees as engineers, wherein they think and solve problems, not necessarily have to do repetitive tasks. I think WorkFusion helps with avoiding repetitive tasks.

We have a retry queue. Therefore, if some information is not correct the first time, then you put it in the retry queue, the users can correct any mistakes. So, it has certainly helped with accuracy. From a capacity and scaling perspective, it has also helped by taking away our repetitive tasks. It is helpful in that sense.

It is flexible in handling different types of use cases. It allows users to customize the solution, if they know how to code. 

It has the ability to handle big use cases because it is scalable. So, it can handle complicated use cases.

We have had no issues with the document processing engine. It has been good. There are some documents that it edits out, but for the most part, they go through. We use it for mostly unstructured documents. Its machine learning is good when the amount of data to be extracted is within reason. However, if there are too many data points, then we have to get creative and maybe focus on the top 10 customers or top 80% of the volume. We might have to focus on that. But, if it is within a certain number of fields, then it is okay.

Its ability to read handwriting has room for improvement. 

I have been working with WorkFusion since 2016.

If WorkFusion goes down, it is a big problem. If it is not accurate, then we will have issues as well. We need to get the right freight and clear the right freight. The robots have helped increase the rate of efficiency by 75% to 80% from a customer perspective and 30% from an order entry perspective.

We had some issues in the past, but it is fairly stable now. From what I hear, it is more stable in the later versions. With version 10.1.4, there were some issues relating to load distribution. However, it is good now. Their support and infrastructure teams have been able to help fix those issues. We have had some downtimes in the past, but their support team has been fast to help out with them.

The solution requires a DBA to clean up the database, reindex, and update the statistics in the database. It requires maintenance there. There is also the monitoring of the AWS service in general.

It is used extensively as a big part of our organization. We use it for our two main use cases: order audit entry and customs. We are using it heavily and rely on it. If it goes down, it is a big problem.

From time to time, I have posted in their community. Nowadays, I primarily work with their support team who is excellent. They are very fast to respond and knowledgeable. I would rate them as 10 out of 10.

Positive

Before WorkFusion, we used Kofax RPA. When our use cases got complex, we felt doing that with Kofax RPA was not a good option at that time and wanted to use WorkFusion instead.

The initial setup was straightforward. We did not have too many issues, just with the number of servers and the cost of hosting it full-time. 

It took about three to four weeks to implement their machine learning models for OCR and Intelligent Document Processing. The main timeframe was with document tagging and the training data. Our SMEs, data engineers, data scientists, and data analysts were involved in implementing this functionality.

We engaged their engineers to do the setup. We didn't do it on our own. That made a difference.

Similar to their support, their infrastructure engineers are also very good and knowledgeable. It was a very good experience.

For somebody new trying to figure it out on their own, it could take time. However, if you are going through WorkFusion, then the setup is not bad.

We have certainly seen ROI, especially with our custom's process. We are able to achieve a lot of straight-through processing. In fact, if it goes down, it takes our users at least five times more time to finish what they need to finish. So, we have certainly seen ROI there. We have able to repurpose employees to do different things. The ROI could always be better. It is a work progress.

The overall cost could come down a bit in terms of maintaining the servers. Because it can handle complicated things in big use cases, the infrastructure is also correspondingly big. It would be nice to bring that cost down. 

We would like it to be cheaper. The licensing that we got was unlimited, insofar as we are on-prem. We are not SaaS-based. In that sense, it is good. At the same time, it would be nice if the pricing comes down a little bit.

We checked a few things, then we went with WorkFusion. We liked the flexibility with WorkFusion to handle complex use cases. That was the main reason why we went with WorkFusion. I was also going to say their AutoML seemed advanced compared to other tools.

If it is used for simple things, it is definitely easy. If you want to get complicated and do your coding, then you need some technical knowledge. It depends on the use case.

To someone who is looking into WorkFusion but already has an RPA tool in place, I would say, "Take an evaluation of your current RPA in terms of your ML statistics, extraction rate, or KPIs from the current RPA environment. Then, possibly do a PoC with WorkFusion in terms of how WorkFusion can match those KPIs or make them better, and slowly transition from the other RPA to WorkFusion if the results are better."

Version 10.1.4 might not be the best option since there are some known bugs that can cause load distribution issues. Maybe go with a later version. A PoC would be good. In general, do a good evaluation, then pick the right version and move forward with that.

We have evaluated WorkFusion Network's library of prebuilt components, but we have not used them so far.

I would rate this solution as seven out of 10.