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Geetishree Rao
RPA UIPath Trainee at a non-profit with 11-50 employees
Real User
Easy to use, easy to set up, and offers good document understanding
Pros and Cons
  • "It's low code/no code which makes it very easy to work with."
  • "More videos are required. There are basic videos that can help you learn about the product, however, there need to be more in-depth videos to help you through certain tasks."

What is our primary use case?

I've created an app for conversions and exchange rates. Every day I need the exchange rate of a certain currency and I use the API free exchange and UiPath.

It's also used for the reconciliation of invoices.

I've used it for the creation of an onboarding bot for employees to be onboarded onto a website with a remote system. I used AWS and a virtual machine and created a Google Form from there, and used UiPath's computer vision to do onboarding activities and extract data from files. PDF files can then be entered into the remote system. UiPath can be used to fill the forms.

It can be used for web extraction tasks as well, for example, for booking flights, where you can extract the flight details for particular search criteria and place them into an Excel sheet.

It can also be used to extract data from invoices in order to populate an Excel sheet, for a portable format. I've created a process that used documents as a learning model and extracted the invoices, using logic to output the transactions. 

Another use case I tried was extracting data from Amazon based on exact data. The same can be done on Linkedin using the Linkedin API. I'm fine-tuning and extracting data, putting the outputs on Google Sheets.

I've experimented with many use cases and automated many processes. 

What is most valuable?

It's low code/no code which makes it very easy to work with. 

Building automation using UiPath is easy. If I see a video or some instructions, I can do it. Things are doable. You learn. If there are use cases or there is information online, you can replicate the process.

Adding activities is easy. All of these partners are integrated into UiPath now - including AWS and G-suite. You have activities already built right into UiPath and they are working to make everything as low-cost as possible.

Then you have OCRs which offer the document understanding. I can do a PDF extraction using just OCR in a normal way.

I love the document understanding. You can see whether a document is valid or not. You can accept or reject. I came up with a .NET background. I used to write so many lines of code for doing a certain thing. Here, you have a for a loop. You don’t need so much code.

I remember when I used to work for a UK client, a gas utility, and at that time we used a read-through data driver, and got the Excel data, and again validated everything. However, for that, we used to write around two, three pages of code. Now, using UiPath, you just do a real Excel activity and you get the entire sheet. Automation has made our lives easier.

I can scale automation without having to pay attention to infrastructure. Now, since the cloud has come into the picture, everyone is going to the cloud and everything is easier but with the new cloud partners like Google, AWS, Azure, and Oracle. A company may not have its own on-premise orchestrator.

Earlier, you needed three servers for production, testing, and development. Since UiPath has both cloud orchestrated and on-premise, it's easier for organizations to use less physical space. For smaller organizations, they can go to the cloud. For larger they can have their on-premise orchestrator. It’s flexible.

UiPath enables me to implement end-to-end automation starting with process analysis and then robot building and finally monitoring of automation. There are many process mining tasks, capture tasks, mining, et cetera. More things have to be automated - such as deploying, managing, and enhancing for continual improvement. It has all the components.

For a beginner, end-to-end coverage may not be essential. When we talk about automation, we should know what can be automated so that we ease our lives and that doesn't mean we have to remove the resources. You don’t have to involve the employees. You just need to simplify the task so that there is continual improvement. Users should consider not only, how to automate but what needs to be automated. If it is automated, how it can be improved gradually and what are the returns? Sometimes that doesn’t necessarily mean you need end-to-end. You just need simplicity.

I do use the attended automation. For some processes, I use the attended automation for testing purposes. I use the attended if I'm using UiPath assistant, otherwise, it's normally background processes that are unattended.

Attended automation will be for document understanding when I'm training a robot, for example, for what is the format or validating the time I'm using attended one. If I'm asking a user for particular search criteria, or for currency exchange it's mixed but mostly unattended.

Both attended and unattended work together - the human as well as the robot. However, it depends on the scenario. Unattended means you are not dependent on any human resources.

The orchestrated cloud, which is a SaaS, it's quite helpful. If I just want to install UiPath studio in my system and I'm least bothered about what environment it should be, what infrastructure should be, where I'm going to deploy, it is quite useful and quite easy when there is a SaaS option available.

I’ve used the AI functionality for sentiment analysis such as getting reviews from the websites about a particular product or service.

UiPath offers great object detection where you have a magistrate and you can detect whether you want to detect the people. If you want to extract how many people are there in that image, for example, during a social distancing sort of event, that can be used for object detection. I've used object detection for images in terms of extracting a number of people.

I’ve trained the system to read different types of invoice formats. I've used the email or document understanding that can read separate invoices, receipts, utilities, et cetera. I’ve used the solution to create processes for invoice reconciliation.

The AI functionality is quite easy to use. For tollgates, for example, when they charge for tolls, the solution can be utilized for seeing the number plate, and through the image, get the data, extract the number of data from the numbers plate, use the driver information from the number plate of the car, et cetera. It becomes a very easy AI model. Without any type of knowledge in AI, you can use those out-of-the-box functionalities.

The more training you do with machine learning, the better results you get in the end.

I use the automation cloud feature.

We are not bothered about any patches or any work that has to be done to maintain the infrastructure; the vendor does it.

The automation cloud offering has helped decrease time to value, however, since I have not deployed real-time projects, I cannot give exact numbers on the decrease. That said, from my experience, I feel that it is true.

It’s my understanding that the automation cloud offering helps to decrease UiPath's overall cost of ownership, however, at this time, I just use the free version.

The solution enables you to be better and better with cloud features that are quite accessible.

In terms of UiPath Apps, I have used them, however, just for my own purposes, for my own training purposes, as I was learning. It is easy to use and pretty much drag and drop. For the basic things, the user can do a lot with minimal training. You can do everything with low code and less coding knowledge as well. A person may not be technically sound, however, even with minimum knowledge, they can create apps using UiPath apps. That's the interesting part of UiPath apps.

UiPath reduces the cost of digital transformation. It does not require expensive or complex application upgrades or IT support.

UiPath has reduced human error. For example, let's say I'm filling a form using a document. Typos, errors, spelling mismatches, et cetera, are reduced when it is handled by automation. When we automate this process, the robot minimizes the error since a human is not involved in this case of data entry. It will extract whatever data there is in that document and it will fill in the form. Similarly, for calculating Excel data, we can avoid calculation errors.

What needs improvement?

More videos are required. There are basic videos that can help you learn about the product, however, there need to be more in-depth videos to help you through certain tasks. For example, I was trying to use an API for conversion. I was doing it for a single transaction, one by one. There can be cases where it will not go for a simple conversion or simple transaction, and it will be a bulk action. In that case, I may need to upload a file. I was searching for an upload control however, I could not find anything to assist me.  It would have been helpful to find some sort of instructional video for this task. The file upload, where you upload a file and select a file so that you can extract data all those things based on that file is a commonly used feature - and yet, that was missing. 

UiPath apps may be able to increase the number of automation I can create while reducing the time it takes to create them. However, they need to elaborate on the process. I need more articles on that. From the point of view of the person developing the automation, I need more details on writing the correct code or doing the automation, which I hope will be coming in the next releases.

They require an improvement in the IEP. I don't know whether it's a bug or something. I find that, with drag and drop, you have to drag it in a particular fashion. 

When they add new features, they should offer some in-depth sessions on them to help people get comfortable with the changes. 

It would always be helpful to have new partnerships between UiPath and different cloud vendors. 

For how long have I used the solution?

I started using the solution in February of this year.

I am on a gap year. I used to work for an IT company, and I have taken a gap. To re-skill myself I started learning UiPath. 

What do I think about the stability of the solution?

The stability is quite good. You have other options, such as Automation Anywhere and Blue Prism. UiPath will be like coming out with new revisions in the coming years that will continue to compete with those.

Even now, it's quite stable and quite reliable, even if the changes which are coming, in the much of the deployment, are felt good. There are frequent revisions. I have no experience in other automation, however, from what I've seen, even as it changes, it's stable.

What do I think about the scalability of the solution?

Scalability is quite good. It has alliances with different cloud vendors so that you can scale your robots. You can have different instances, different new virtual machines, and in the cloud. You're not concerned about what to install and you just pay as you use. The cloud vendors make it very scalable. 

Once I am employed, I do plan to increase usage.

How are customer service and technical support?

I use the forum for any queries. I didn't face user technical problems for any robots that I am using. I have not been in direct contact with technical support.

How was the initial setup?

The initial setup is straightforward. 

You just go to UiPath.com and register with your user ID or any email ID. From there, you install the UiPath Studio and you set your workflows. Once you publish, you get it in your orchestrator, attach the process, create a job. And then you run it. 

It's quite easy to create a workflow, publish it, and deploy it in the orchestrator. Next, you have to tag the correct robot, the correct machine, and the correct sponsor. In any environment you want.

For small processes, the deployment would hardly take a few minutes to deploy.

Maintenance is light for the cloud instances and really does not need much. The cloud vendors do the work, however, users need to pay for the services which they use.

What about the implementation team?

I handled the initial setup myself. I did not need an integrator or consultant. 

What's my experience with pricing, setup cost, and licensing?

I can't speak to the exact pricing of the product as I am using a free version of it right now. I'm not paying any licensing fees to UiPath.

I shouldn't say you need licenses for many things for today, however, for working on Visual Studio, if you want to automate something, you need a license, which costs you around 5,000 to 6,000 Rupees. If you want to do some extra Microsoft office activities. You need the maximum office license, which is 70,000 Rupees. That said, with UiPath, you need not have Microsoft Office installed. You can still read the data and extract the data in an Excel format. You can then share the data from those automation activities with no third-party license cost and no software licenses.

UiPath can help save costs in an organization. There are so many legacy systems wherein you have so much data migration, and many things which are done manually can be automated and you can save resources while doing something new. 

What other advice do I have?

I'm just an end-user. 

My first experience with automation was, "Okay, which product to learn?". After all the reviews and reading, I decided to start with UiPath. My previous background was .NET web development. I was a full-stack web developer with seven-plus years of experience and I found that I really like when a product is built on a .NET framework. I realized that "Okay, it's better to do something, learn something and I have a background of the platform so let's start from there".

When I started using this product, I found the academy was quite open, and in the forum, there were people who were training as well. I found that while I may not get 100% of the answers I need, 85% to 90% of the time the answer is there if you search. 

Many people do not know RP automation, and it's great that they have these free resources - which is rare for such a product. Each region has a chapter where people working in this area come and share their knowledge and experiences.

Currently, I'm using the 2019 version of the solution. It's not the latest, however, it's not much older. I'm using the enterprise as well, which is free for 60 days. I started using UiPath apps as well. I'm learning so I use the cloud orchestrator to deploy my processors. 

I'd rate the solution at an eight out of ten.

Which deployment model are you using for this solution?

Public Cloud
Disclosure: PeerSpot contacted the reviewer to collect the review and to validate authenticity. The reviewer was referred by the vendor, but the review is not subject to editing or approval by the vendor.
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Barry Rodick
Lead Consultant at Konexo UK
Consultant
Top 20
Enables us to shift activity nobody enjoys onto a robot and lets staff focus on the stuff they've been trained to do
Pros and Cons
  • "The most valuable aspect of UiPath is the fact that it's a low-code platform. Being able to use a low-code platform really lowers the barrier entry of introducing automation. Normally, you fill in a request to go to IT to get a development resource allocated, and then you spend six months trying to do a project. Because UiPath is a bit of a platform, you can quickly, within weeks, start to knock off automation and get it checked and then successfully deployed. The low-code development environment is key for us."
  • "As things become more and more data-heavy and accessing other people's products and managing things, like obtaining the data through APIs, it feels like there could be a lot more for them to do, to make interacting with data or manipulating simple things like text strings. You need quite a strong development background or a reasonable level of understanding to achieve that. I think that could be made a little bit more achievable."

What is our primary use case?

Originally, we were using UiPath to draft documents and send emails on mass to where we had large communication exercises. We used a robot instead of a small army of paralegals to generate the documentation and draft up the emails where we had to communicate with 2,000 to 3,000 people. It was a little bit more involved than just doing a standard mail merge, but we were able to use UiPath to create a number of documents and email it to an individual customer, all through a central email address.

Fast forward to where we are now, we have a few of these things focusing in on what we call post-completion activity, like the things you do after you sign a contract. So, it may be you're uploading it to the client's contract management system, applying stamps, or registering the contracts in an official register. The robot is able to do that for us post-completion. Those are our primary use cases at the moment. We're looking at more data integrity type stuff, like comparing our internal data sources against public record.

How has it helped my organization?

The ability to displace some activity that was traditionally on our paralegal team has improved my organization. We're an outsourced managed legal services provider. We're primarily a people-based business and UiPath displaces some activity off those paralegals and brings in automation. For me, it becomes an additional type of resource. The long and short of it is that we are able to move work that was traditionally done by people and would be charged at a rate, off to automation where we can bring the costs down. It enables us to reduce our running costs of our clients. A single bot running post-completion has saved as two FTEs.

UiPath has helped to speed up case resolutions in a couple of ways. It's focused on doing particular jobs, so it achieves the job faster. People don't need to complete an entire task end to end. They can stop at a certain point and the robot takes over. That allows a person to get through more work. Also, the fact that the robots are able to do this stuff overnight 24/7, means that we have more capacity to do stuff.

It gives us the ability to respond to clients. It gives us an option in how we're going to automate work for clients. It's hard to say if it has reduced the cost of our digital transformation because we deal with all the people. I suspect it hasn't done it internally, but suspect that has made some things cheaper for our clients. It enables us to deliver digital services cheaper for our clients. 

UiPath had an effect on our legal staff. It takes work that people don't want to do at the moment, having to download the document, take some details off the top and the bottom of the document, apply a stamp, and then re-upload, it's not what our paralegals and new trainees want to be doing on a day-to-day basis. So we are able to shift activity nobody enjoys onto a robot and let them focus on the stuff they've been trained to do.

In terms of how much it has reduced the processing times, the task itself still takes as long but we've got a robot doing it instead of a human. I don't think that the impact isn't that dramatic on-site processing times. At the moment, humans are only involved in 80% of the transaction and 20% has been held by robots.

These automations have decreased errors but it's hard to quantify by how much. They've inserted 20,000 transactions a year. I have no doubt that the error rates improved. It's just a hard thing to quantify.

What is most valuable?

The most valuable aspect of UiPath is the fact that it's a low-code platform. Being able to use a low-code platform really lowers the barrier entry of introducing automation. Normally, you fill in a request to go to IT to get a development resource allocated, and then you spend six months trying to do a project. Because UiPath is a bit of a platform, you can quickly, within weeks, start to knock off automation and get it checked and then successfully deployed. The low-code development environment is key for us.

Now that we're scaling up and taking advantage of Cloud stuff, it's become a lot easier to use. When we started our journey, we just bought a couple of bots and had them sit around on machines. It was a bit chaotic and we thought that if we take advantage of their wider platform, the orchestrator environment, it would make life a lot easier because we have all the monitoring and management. We have access to that in one platform rather than having to watch the individual robots, which is where we started.

We're going to use the solution's AI-enhanced document understanding feature. It's something we're looking at to help us with invoices and incoming bills that come in. It's on the backlog. We haven't got to it yet.

UiPath enables me to free up capacity for people to work on new work because they are involved, they're less accessible. At the moment, the majority of our staff is focused towards the end time making sure that things are filed correctly. It's more about focusing resources rather than being more responsive.

What needs improvement?

As things become more and more data-heavy and accessing other people's products and managing things, like obtaining the data through APIs, it feels like there could be a lot more for them to do, to make interacting with data or manipulating simple things like text strings. You need quite a strong development background or a reasonable level of understanding to achieve that. I think that could be made a little bit more achievable.

For how long have I used the solution?

Three years ago we started using UiPath relatively small and we are looking to scale up significantly this year. Originally we started on-prem and as we're scaling up, we're going to move towards the cloud instance.

What do I think about the stability of the solution?

So far the stability has been good. With all of the low code platforms, it's actually more of a problem of what we've developed and deployed. It's how well we make our own software so that the platform will provide. It seems to stand up very, very well. I have not really had an issue. Anytime we have encountered a bug or whatnot, it's something we've introduced to ourselves, but thankfully there's a strong community where we can post questions and queries to get a response within a couple of hours.

What do I think about the scalability of the solution?

I don't see scalability as being too much of a challenge. If we need more capacity on the robots, we're able to buy more licenses and additional VMs on the machine. If we need to expand or scale, it's just about deploying more machines. I don't feel it's that complicated. I suspect there are some constraints on how you build your applications, but that's more of an internal decision rather than UiPath's.

There are three people who are responsible for how to put a source of business analysis as well as development. Their role is to work with SMEs or people within our business units to understand a customer's process, get them deployed, and work with them to do it. The stuff we've taken on tends to be the easier, quick wins. We have three internal developers who were able to break down processes. We're a large organization. We have a large IT function that helped us with virtual machines and data centers, etc. We're not directly involved with them.

It's very easy to build an automation and just let it run. One of the key lessons we learned is the fact that you have to keep an eye on these things and that things change in the environment. Passwords run out and expire, folders may move as people move things around the network and a robot is just as susceptible to everything else that our user is. In terms of when you're designing any solutions, you have to pay a little extra attention to things that may cause you problems in six months' time. The simple fact that a password that you were using has been reset or is expired or something else, could cause the robot to failover. While the robot can tell you it's got a problem, you still have maintenance effort to keep an eye on. There is a maintenance commitment that you need for everything that is put on it. You need to spend a bit of extra time detailing exactly how you are going to respond to those things. Just because it's easy to deploy stuff, it doesn't do away with the fact that you have to keep an eye on it.

There are three analysts who are respondents to book fixes, etc. We have people in the business who we work with to automate these processes. They take a level of responsibility and keeping an eye on anything we try to automate. They're the first line of support. If anything's going wrong or something they can keep an eye on it and then if it is a technical book fix or something that needs to be resolved, that's then escalated to one of those three developers.

How are customer service and technical support?

I only had one issue which was to do with the proxy setting when deploying some of the software. I raised the ticket on the website, got a response within half a day and it explained what I needed to do to fix it. That's my only experience of having to deal with them. I raised a ticket, I got the answer, and it worked. My experience so far has been fairly good.

Which solution did I use previously and why did I switch?

We decided to use UiPath three years ago when RPA was starting to become a bit of a buzzword. We took a look at it and realized that it would be a very, very good solution for the right project by allowing us to automate mass activity all at once. One of those projects came around and we had to communicate it to a large audience. The process once agreed upon and nailed down could be very heavily scripted. We looked at a way that we would communicate it to the 30,000 people, all with documents that are pretty much the same but with a slight variation. We knew we wanted to try an RPA solution. UiPath was a very strong contender in those days and it was easy to access. That's why we ended up with it. We're able to achieve something with a single bot. All of those things make the software easy to test out. And then from there, you're able to make a decision.

How was the initial setup?

The initial setup was really straightforward. In such a large law firm that has high data security obligations, we set these things up, appoint the orchestrator, and it just works. I have not encountered too many problems. 

It doesn't feel like a heavyweight ERP system or some larger workflow tool. These things are deployed onto a desktop and they speak to a server. It's not heavy. It doesn't feel like a piece of software with a heavy footprint.

The deployment took a week. It took us longer to end-to-end to get the invoice approved.

We've taken advantage of the architecture. Our IT team set some ground rules about where the virtual machines need to be hosted and deployed, but it's not that heavyweight. We increase some standards with IT and then install the software on those machines. We're using the Cloud version so there's not a lot to worry about.

What about the implementation team?

We were able to do the deployment internally. 

What was our ROI?

Some of our ROI is quite dramatic. We have to email lots of stuff out to different people and our projector will require this to have a team of six or seven staff working solidly for a couple of weeks. The robot was able to get it done after a couple of weeks of configuration. This thing was able to pay for itself in a matter of hours once it was done. One of our post-completion robots took a week or two to develop and get stable enough to deploy. It's able to offset seven or eight hours a day. If we target the use cases correctly, we are able to get a return on the automation we deploy.

What's my experience with pricing, setup cost, and licensing?

Take advantage of the Cloud-based implementation. You'll have to handle the Orchestrator licensing costs. It's obviously different for every organization. It's beneficial to get away from the on-premise installation. Also make sure that your business case justifies whatever the license cost is for an unattended or attended bot. 

Show your business case and that the automation will help you to exceed the license cost. You want to look at things that are going to give you a return on investment in about six months' time. Take advantage of the Cloud-hosted version so as not to pay the cost for Orchestrator. Then for your bots, make sure you will see a six months ROI in terms of how much automation you've gotten and how much you can get the robot to get done.

Which other solutions did I evaluate?

We also looked at BluePrism and Automation Anywhere. We took a quick look over the top three solutions at the time. UiPath seemed to be one of the leaders in the area.

We partnered with an organization to help us deliver it. We got some consultants in and sorted out what they were comfortable with using and what they recommended. For us, it was the size of the platform. We were looking at Automation Anywhere or BluePrism. It just felt like it would be a bigger project to implement when in reality all we wanted was one robot to do one job for us at the start of the project. It was more about the barriers of entry to getting started.

What other advice do I have?

I would rate UiPath an eight out of ten. It feels like nothing deserves a 10, and I highly recommend every organization has a handle on RPA. There are still a huge amount of features we're still yet to explore.

Disclosure: PeerSpot contacted the reviewer to collect the review and to validate authenticity. The reviewer was referred by the vendor, but the review is not subject to editing or approval by the vendor.
Learn what your peers think about UiPath. Get advice and tips from experienced pros sharing their opinions. Updated: January 2022.
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Rahul Kumar Khatawani
Senior Software engineer at Wipro Technologies
Real User
Top 20
Our organization can scale up because the bot can work accurately 24/7 without any maintenance
Pros and Cons
  • "I have found Orchestrator is UiPath's most valued feature. It has the ability to automate different applications, such as, mainframe automation and Excel macros. It is so efficient. We can download up to seven days back in just one click, monitoring errors."
  • "We have seen that UiPath doesn't have the capability to identify unknown pop-ups. This needs improvement."

What is our primary use case?

We have a cross-platform infrastructure, where two servers are sitting. We have Orchestrator, which we connect to our virtual desktop infrastructure (VDI). In the VDI, we have a UiPath stationed. 

From India, I work for an Australian client. Previously, I worked for a European client. In order to work with the client network, we have a dedicated Wipro laptop. In that Wipro laptop, we log in and connect via the VDI. In that VDI, we have UiPath Studio. Using UiPath Studio, we are doing development for the client and automating functional business processes.

We are extracting data from Salesforce using a particular report that is sent by the business SMEs. We pick exact fields end-to-end, then we put these values into Salesforce. Next, we extract the value and data from Salesforce, putting that into an Excel application. After putting the return to Excel application, we generate a service request for the business and send transaction reports of the bot's performance and accuracy at the end of the day. The business was taking around four to five hours. Our robot takes around eight to nine minutes in order to automate this end-to-end automation.

For another use case, there is an application that submits invoices for an insurance client in Australia. Right now, the business is doing this. Whereas, the bot operations reads a file on the hard drive, picks up that file, and puts it into SharePoint where the bot performs some operations. After doing those operations, the bot will report the status, whether it is valid, invalid, or an exception. When we get the file, we develop the application that submits the invoice. After that, we capture the data from the Excel application and submit a request. This is an end-to-end process. This bot only runs after business hours, five days a week, so it doesn't impact the application. With this process, we send daily transaction reports, the success ratio to the client, and present the entire picture to our peers and business holders.

We have set up our own cloud, which is internal. UiPath has a different cloud. Per our governance, we are not allowed to use another cloud. We are using our hosted internal cloud, which is hosted on our internal servers in Australia.

How has it helped my organization?

With our rule-based tasks, we pick the processes which involve a higher transaction volume and run many times in a week or month. Next, we analyze how much time the subject-matter experts (SMEs) uses to do their end-to-end journey. We calculate that, then decide the scope of the operation and whether to use an attended bot or unattended bot. We do analysis to determine which parts of the operation can be attended and unattended. Our preference would be the unattended bot, because it handles a lot of volume and is uninterrupted. 

In our analysis, we thoroughly check the scope of the application, whether it is a legacy or new application, and the dynamic nature of the data. Based on this, we define certain rules. Combining these rules, we design a complete end-to-end solution and give a presentation to the business that this is our commitment, e.g., this is the amount of Average Handle Time (AHT) and FTE that the bot will do. FTE means that if four people are doing a task, then it will give me back four FTEs. We then calculate the cost, meaning how much they are paying to that FTE and the cost of the bot. We compare the two and present our case. If the numbers are good, and the business agrees, then we proceed further in our discussions with them. This is the power of analytics.

We don't need that much infrastructure. If an analyst is doing reporting with an Excel sheet, then we can give him a bot and capture what he is doing without paying attention to the infrastructure. From the captured information, we give them a bot that will help them to do their regular task. This process helps them to understand automation while not investing in infrastructure. 

We design end-to-end solutions. We have different roles, teams, and divisions. I am part of the technical department, so I design the solution. I am responsible for analyzing and developing the solution. Once I develop the solution, I monitor the bot for two weeks, which is the "hypercare period". After the business is satisfied that the bot is performing, we give it to the support team. This is how our RPA lifecycle flows. It has around nine stages, including discovery, analysis, design, development, support, presentation, and solution. 

We have developed a bot process called "Padlock". In "Padlock", there is security development. It is very important that the user input his credentials. Per the governance of the process, we are not allowed to store the credentials on the cloud. It is very dynamic and encrypted. We have deployed about 25 robots for this particular process. The robot does its job after the SME. After a certain point, there is a CAPTCHA. The robot helps the SME do things, and they need to input their credentials and click the CAPTCHA, which happens in real-time. They verify all the information, giving them more confidence in their regular processes. We have deployed a large number of bots using this process. This has brought a lot of value because we have saved on a good number of costs when it comes to attended automation. 

What is most valuable?

I have found Orchestrator is UiPath's most valued feature. It has the ability to automate different applications, such as, mainframe automation and Excel macros. It is so efficient. We can download up to seven days back in just one click, monitoring errors.

It gives you the ability to efficiently monitor the bot.

With the new updates, a lot of analytics have come from AI Center.

Its features help us showcase what the bot has done and efficiently delivered to the business.

They are improving the OCR feature for reading text and images as well as the operations for automating that. They have integrated third-party OCRs, such as, SharePoint, ServiceNow, Salesforce, and mainframe automation.

The advantage of using StudioX is I can see how long the bot will take or what went wrong for any particular use case.

What needs improvement?

In the future, I would like new services that can utilize robots as a service (RaaS).

Our legacy applications are a bit old, so we get issues sometimes in automating those. However, modern applications are very compatible with the UiPath tool.

We have seen that UiPath doesn't have the capability to identify unknown pop-ups. This needs improvement.

The API needs a lot of improvements because it does not give proper results. There are always some issues with the logs.

When it comes to real-time scenarios, we see in production that Citrix automation always crashes. This integration could bring a lot of value to UiPath. Our business could save a lot of time and money if we could automate Citrix effectively.

All of our code resides in GitHub, which is our central repository for managing the code. There was a performance issue using GitHub with UiPath; it was slow. They have recently upgraded the performance so we are happy with it now.

For how long have I used the solution?

I have been using UiPath for more than four years.

What do I think about the stability of the solution?

We always design a stable unattended solution that helps the business.

If fields are scattered, then the bot might get confused. 

Maintenance is handled by our support team. When something crashes, our dedicated support team monitors the bot. If the application crashes in production, the bot will send an application link to the support team and business stakeholders because the bot has faced some downtime in the application and kindly look into that issue.

Because I have automated a lot of enterprise solutions, I would go with the UiPath tool. They are frequently rolling out updates to the software. It is very stable compared to other tools in the market.

What do I think about the scalability of the solution?

Infrastructure is quite important at an enterprise level. There are a lot of mundane and repetitive tasks. Once we have the infrastructure, then we set up best practices and governance. Based on that infrastructure, everything can scale up. Though, if we are going to build a lot of bots on a personal laptop to automate something small, then infrastructure is not as important with that.

We started with two to three bots. Now, we have around 25-plus bots. There are around 300 to 350 using both attended and unattended automation.

How are customer service and technical support?

I have spoken a number of times with the UiPath product team. Initially, we were not able to use Excel, so we contacted the UiPath team. They provided a solution. They support the product well. I would rate the tech support as seven out of 10.

Which solution did I use previously and why did I switch?

I have previously used Selenium. We switch because of scope. The Selenium tool was good with bot automation. With UiPath, we can do various automations, like mainframes, ServiceNow, SharePoint, etc. In order to increase implementation of automation from my end, I started with UiPath. I liked it because of its ability to automate applications. Those are the main reasons that I switched from Selenium to UiPath and SoapUI to UiPath.

How was the initial setup?

The initial setup and deployment are pretty straightforward. They provide free training, which is a good thing. We do the training correctly and religiously. Once we are good with the training along with a little programming knowledge that we have acquired over the years, it is easy to adapt and work on UiPath because it is structured and organized. 

Our setup is a mixture. Orchestrator is hosted on a server and the application is installed on a desktop or system.

In order to use UiPath on servers, we need to set up two servers: one in Australia and the second in New Zealand. 

The implementation is not that big of a task. It is very organized.

What was our ROI?

It has been a huge monetary benefit. Since the bot has been running for two and half years, it has given my organization a lot of business. When I joined Wipro in 2019, there was one guy who was developing the bot. We named the bot, "win-back". As the name suggests, 'win-back' means winning customers back. That was a maintenance bot which possessed a lot of qualities. If a person was physically doing the task, then we might need to spend $90,000 on them. This is the difference. While the robot has some costs, they are not huge when compared to the salary or compensation that we give to an SME. This is how an organization can scale up, because the bot works accurately 24/7 without any maintenance. Also, seeing the bot's accuracy, as well as the volume that it handles, motivates other business holders to go for automation.

We automated an internal solution because there were long keywords that led to spelling mistakes, since spelling mistakes don't look good on invoices. Therefore, we input this extracted data to an application, using end-to-end automation. This reduced human errors tremendously. For example, with the "win-back" solution, errors tended to happen because the volume is high. Therefore, we wrote a code that has reduced errors for the "win-back" solution.

Because of the bot's accuracy, it has saved us a lot of time and money, making the life of the subject-matter experts easier. It is a win-win situation. They are making the most of the bot, running it continuously. They don't need to wait for a particular report. For example, people, in our organization, work eight hours then send a status mail, which says, "I have done all these tasks." Instead of having us create the report directly, the bot saves a lot of time. 

The bot marks in the report what is successful and unsuccessful as well as the reason for not being successful, e.g., if it was an application, data, or particular element issue. There are a lot of areas that we call "exceptions". Every day, we are getting all these details in one go. Whereas, a person would be frustrated or bored providing all these figures. That is the cost of human error. If you are not paying attention to a particular task, then errors will happen naturally. 

The bot currently performs four times faster than the SMEs for the tasks that we automated.

After three or six months, we send out a survey to different SMEs in various production areas, asking how the bot is doing. From the survey, we have found that the bot is helping them out a lot. They are very satisfied with it.

The solution has reduced our costs by approximately five percent.

I have seen very high ROI from the processes that we automated. It is very good to invest in automation.

What's my experience with pricing, setup cost, and licensing?

There are three leaders in the market: UiPath, Automation Anywhere, and Blue Prism. UiPath is in-between the two. BluePrism is on the higher end when it comes to pricing. Automation Anywhere is on the lower side when it comes to pricing. When comparing the automation of business processes, analyze the amount of work that your organization will save using automation, particularly compared to the pricing.

You will be compensated for buying the product when you see processes automating.

Which other solutions did I evaluate?

I also evaluated Automation Anywhere, Blue Prism, and EdgeVerve (which I used in a previous organization).

The trend of the other technologies is moving to the cloud. Other competitors of UiPath, like Automation Anywhere and Blue Prism, have already moved their applications onto the cloud. This brings more robustness to the product, because its performance is significantly increased. It is also very scalable when putting in new features. 

What other advice do I have?

I have attended a lot of UiPath's webinars.

We are in the initial stages of using the AI functionality.

The RPA technology is part of our digital transformation. For example, we are doing digital transformation by automating the Salesforce application.

They roll out an update every three months. With every update, we see a lot of new features. We are always exploring using those features so we can automate the stuff.

Don't rely completely on the UiPath tool to achieve automation. You should have some background and knowledge to understand what can be automated. There isn't a magical algorithm for building robots. You educate the robot on what can be automated.

We always rate a product based on other products. I would rate this product as nine and a half out of 10.

Disclosure: PeerSpot contacted the reviewer to collect the review and to validate authenticity. The reviewer was referred by the vendor, but the review is not subject to editing or approval by the vendor. The reviewer's company has a business relationship with this vendor other than being a customer: Partner
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Lakshay Verma
Sr. Software Engineer at a tech services company with 501-1,000 employees
MSP
Easy to use and simple to build automation processes with helpful integration capabilities
Pros and Cons
  • "Stability-wise, it's really good. When it comes to backend automation, it's amazing."
  • "The Orchestrator portion can be difficult. Previously, the Orchestrator which everyone was using, was quite simple to use. However, the new one is quite complex to understand."

What is our primary use case?

We do not directly use UiPath in our organization but we do have some use cases. One of those is sending bulletins. These are the notification emails that go to users on their birthdays, on their work anniversaries, sometimes they are sent after some sort of achievement, like if they have a baby. These notifications go via UiPath

The way it works is that the data is maintained within our tracking sheet, which is sometimes on SharePoint, and UiPath uses this tracking sheet to check the data in addition to the user and will cc everyone within the organization. For example, when we receive birthday emails, it goes to the person whose birthday it is on that day and cc's in everyone within the organization or within the relevant department. 

How has it helped my organization?

In the case of one of the clients I've worked with, they're working on a process where they need to provide students with a student visa pass. It's within Singapore and every student that has joined this institute needs to apply over a website. 5000 applications are received every year. These applications need to be manually added to the government website.

We automated this process, starting from the beginning to the end. There's a lot of interaction required. The team worked on an Excel sheet. In fact, a number of people work on these Excel sheets. With many people, there's always a chance of misleading data, as I might at one point be doing some more revision on the sheet, and someone at the other point might be doing more revisions. There is the chance that data will clash. In order to make sure that this won't happen, we came up with a SharePoint list where we could add the data, and if anyone changes anything, there's a simple and clear record of who made the changes, and what the change was.

At the same time, the bot can work on the SharePoint list as well - and there is no chance of a clash occurring. We can create a process and a number of steps that involve reading the data and extracting data from an application while swapping or extracting data between two forms. 

There's a lot of swapping. We extracted the data via the backend, via the database, and directly put that into the IC application. The processing time for this application previously was somewhere around 20 minutes. Per record now, the time has been reduced to three minutes. Previously, there were 18 people working on any particular application. Right now, there are only two bots working on this website, and they are doing work like magic. 

What is most valuable?

If we look at the development part, UiPath Studio has been great due to its ease of use and its UI. The availability of the UI store helps us understand the complete pre-hierarchy of the UI elements that's available on the browser or website. It's easy to use and it can be manipulated in the way we want it to. It allows us to do more work on the browsers. 

The integration aspect is very useful. Right now, I'm working on SharePoint and that integrates nicely with UiPath. The integration model is really, really great, and 99.9% of the time it works. While technology can fail occasionally, UiPath has a great track record. 

The ease of building automation using UiPath is quite good. The kind of projects or processes we have been able to automate has been helpful. We need to determine if it's a complex process, which is dictated by the number of steps. We look at the number of steps and work to determine if we can improvise and reduce the number of steps, and, if so, how. We look at if the process ever requires human intervention and where. The type of human intervention might dictate the complexity of the process, as well, for example, the number of applications we are working on. We might have to write some code on the backend or maybe we are working with an API. Everything needs to be assessed before going into an automation process.

UiPath has reduced human errors. Previously, everything was manually tracked with changes noted on the tracking sheet and we would do a copy/paste from one place to another. There was always a chance of human error. However, when this process is automated, there was zero chance for mistakes. While there may be exceptions, it would be only in rare instances the automation itself would make an error.

The product definitely reduces cost. If a company deploys automation within their organization, they need to understand that automation needs some time. One process will not necessarily reduce the cost. They need to see there will be results in the long run. It just takes time and they have to understand automation. They have to implement automation within the organization. Often, organizations will start the automation process, and then they leave it as they believe the cost is going up. They perceive this due to the fact that they need a separate system for development, a separate system for testing, and a separate system for operation, plus they need three servers for the Orchestrator. However, in the long run, automation actually lowers costs. It's just a hard up-front number to look at.

What needs improvement?

Whether or not the solution has freed an employee's time depends. If you talk about the business level, definitely not, due to the fact that, for them, it might be a burden. To the business, it might be a burden. However, if you talk to the IT department or IT level people who are working differently from users they would say that the best thing is that deployment is easy, debugging is easy, logging is very easy, and tracking is very easy. Anyone from IT can easily track how things are going. Yet, if we are talking about it from the point of view of business, for them it's not their cup of tea.

For example, if the system freezes on a person, they just close the browser, however, if the system freezes on a bot, from that moment everything must be manually re-initiated. For a regular business user, doing that process may go above their head and they may not understand how to fix it.

The Orchestrator portion can be difficult. Previously, the Orchestrator which everyone was using, was quite simple to use. However, the new one is quite complex to understand. Even with developers, they sometimes don't understand it either. 

There's a lot of things coming up that need to be learned. They need to put some more information into the academy to help others understand the Orchestrator end-to-end, especially for the new version. The previous one was quite easy. The new one is very inefficient in terms of the user interface. That's the area that I find still needs improvement.

I would suggest that they should provide a more disciplined document where users can see what exactly needs to be done in case of failure. For example, there's a very clever document on the deployment of the setup, but there's no documentation on what happens if there is a failure. Users need to be made aware of what to do if exceptions happen. 

UiPath is already aware of these exception scenarios, and when you call support they know what needs to be done. These details need to be on documents somewhere, maybe in the form of knowledge articles. That way, if someone has some issue, they can go to an article and see what's going on. 

For how long have I used the solution?

I've used the solution for about four years now. 

What do I think about the stability of the solution?

Stability-wise, it's really good. When it comes to backend automation, it's amazing. With the UI automation in mind, I would say it's quite stable. However, there is a chance of errors. I would say, if you're doing a process based on a UI interaction, the stability it gives is somewhere around 5% to 10% on each process. Again, it depends on a number of things, such as the start-up package you are working with and/or what is the response of that individual. It's something that somewhat falls outside of UiPath, in terms of stability, however, when it comes to the process, everything counts. Even, for example, electricity counts. If there's system slowness or a system crash, it can affect everything, even if it's not necessarily caused by UiPath.

What do I think about the scalability of the solution?

Attended automation has helped to scale RPA benefits. It is scalable, as, moving forward, there are multiple processes in relation to the same person, and right now it's done manually by a number of users. Probably, in the future, we can help develop a direction for that. Right now, the client is happy with what they got.

The solution is quite scalable. It's easy to scale a process or a UI. With big automation, it depends on the number of people who are going to utilize it. In those cases, we need to make sure that that network is available to scale. If you don't take into account the number of users, or if there are a lot of people using it, then the chances of failure can go up. That said, it depends on how big the organization is and what sort of licenses were bought from UiPath. 

How are customer service and technical support?

I have not really used technical support, and therefore cannot comment. With Studio, we've had maybe a few minor interactions. It's the same with Orchestrator.

Which solution did I use previously and why did I switch?

I have worked with a number of tools including Automation Anywhere, Blue Prism, WorkFusion, Kryon, and Kofax. I have knowledge of a lot of other tools. 

Kryon, for example, has a process discovery feature, and UiPath also started up with this process development. However, what Kryon provides is amazing. The way they capture everything, the way output comes, the way each step is explained with the process, et cetera, makes discovery on Kryon amazing. In comparison to UiPath, UiPath just isn't as good in this area.

WorkFusion integrates well with the part where we have to read documents, especially bot scanned reading. UiPath does not have these capabilities, as of now, on its own. You can integrate Abbyy with UiPath, however, that's a different tool altogether. With Fusion and with Kofax, these features are amazing. On top of that, their invoice capabilities are amazing. There's a vast difference between UiPath and Kofax and Fusion when it comes to reading documents. 

That said, when it comes to working on the backend automation, when it comes to working with the UI automation, UiPath stands out from the crowd. It's amazing. The way it writes, the way it provides precision handling, the way it works with the queue, et cetera, is amazing. There is no other tool on the market that offers these capabilities. 

The one feature that I believe should be better with UiPath, however, is storing data in an independent manner. With UiPath, even though you store your password on the Orchestrator with the credentials, or even with any credential manager if you get at the end of the day and somebody has not reviewed your quote, you can tell your boss to send his password in a simple text format. This is where the UiPath lacks, and this is where Blue Prism comes into the picture. It's just better at securing data. People prefer Blue Prism for this reason over UiPath. 

How was the initial setup?

With my current organization, the department model is quite simple. We have three different environments for this: development, testing (what we call acuity), and production models. We have these three stages of deployment that we deploy robots and the Orchestrator based on the requirement of clients.

The deployment took a maximum of one to two hours from one machine to another machine. A complete department deployment, however, depends on the process type we are working on, as there are some features we need to develop. Apart from publishing these packages, the deployment of the server, or of the Orchestrator, or the deployment of Studio, will take a day or two to do the complete setup on one machine.

In terms of the implementation strategy, the first thing to do is the pre-checks. We need to figure out what sort of system we need. Therefore, we need to first confirm the prerequisites. Once that is done, we need to download a package and install it, and then apply the license. After all of that, we just need to create one small robot just to check that everything is working fine. There are some tools that need to be installed with that. For example, if we are working on UI automation, in that case, we need to install an extension. If we need to install the network load balancer as well, we need to install some of the prerequisite packages on the machine, on the server, to make sure that this runs smoothly.

What's my experience with pricing, setup cost, and licensing?

While the licensing models are quite simple, as a developer, I don't handle details about pricing or cost.

What other advice do I have?

My company does not directly partner with UiPath, however, it's a partner via a client. If anything happens with the client, it goes from my company via one of those stakeholders who take care of these things.

Currently, we use attended automation. The reason being is, it's more about password prediction, as the company does not want to store the passwords. There are a number of options that we have given to users where they can store their passwords in the credential manager. However, the company does not want to do that. The only reason we are using attended is for this, which is that the user has to manually go and insert the credentials.

I have not yet used UiPath's AI functionality in any automation programs. I have done some POCs for this, for documents in this setting. However, we've never practically implemented it within the organization.

With the current organization and with the current client we are not using Orchestrator at all. We only use attended robots and not Studio and Orchestrator. However, with other clients, we have used the cloud-based enterprise Orchestrator and have had the Orchestrator installed within the premises of the organization. I've used both.

I would rate the solution at a nine out of ten.

Disclosure: PeerSpot contacted the reviewer to collect the review and to validate authenticity. The reviewer was referred by the vendor, but the review is not subject to editing or approval by the vendor. The reviewer's company has a business relationship with this vendor other than being a customer: Partner
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Partner at Reveal Group
Real User
Straightforward to set up, reduces human errors, and has good AI functionality
Pros and Cons
  • "The stability is amazing. Years have gone by and obviously, the product has changed a lot, however, of late, the last couple of years have been great stability-wise."
  • "There should be extra ways for humans to interact with automation."

What is our primary use case?

Most of our use cases come in finance functions, however, we certainly have use cases spread across all sorts of other functions. For example, in HR. We've had a lot recently in IT operations and then also in broader operations. Obviously, that depends on the company we're working with. We're getting more and more customer-facing automation that is running all the way through the organization, from front office through middle office and back, across all different verticals within a company.

How has it helped my organization?

UiPath has improved our clients' companies and the way they function. For example, overall, automating the mundane and the repetitive allows people to do people things. Things like invoice processing and using document understanding to do that, enable your accounts payable team to look at the exceptions and do exception-based processing, which requires human judgment. Keying an invoice and working out who to send it to for approval should be rules-based. If it's not rules-based, it's probably an error or a miscommunication between the vendor who's sending it. Maybe it's a mismatch to the PO, and that requires human judgment. Therefore, just getting it out to a human to do that at the right time is critically important. If you're giving your people more time to do the exception-based management, you also give them the time and capacity to stop that from being an exception next time. Whether that's expanding the automation to be able to handle that use case, or whether it's educating your vendors when they're sending you invoices.

What is most valuable?

We work prominently with unattended solutions and larger end-to-end automation. What we're really loving about UiPath is the number of ways we can now inject human intervention at different parts of those larger workflows instead of looking at a big workflow and working out what parts of it we can automate, aiming to automate end-to-end and only working out the bits that we really need the human intervention in.

UiPath is constantly coming up with ways, whether it's through Teams or it's through apps, there are all sorts of different ways to get the human in the loop and get the automation throughput as high as we can.

Our clients use the UI apps feature. We use that for quite a few different functions. It helped to reduce the workload of IT departments by enabling end-users to create apps. That said, we generally work closer to the business than the IT side. We'd like to see it as taking the work away from the backlog that IT is looking to implement. You don't need an IT department that is quiet and doesn't have a big long queue of work. Allowing the business to be able to build their own solutions based on their business process is very powerful.

The UI apps feature has increased the number of automation. It’s certainly increasing the number of things you can automate and also the amount of a given process you can automate.

It has also reduced the time of creation. Certainly with the app creation, having a single platform reduces the time. You no longer need to integrate it with other different web forms or things you create on the front end, which we did a number of years ago. Now, it's one solution. UiPath can do it all.

For clients that use automation cloud offering, it has helped to decrease UiPath's total cost of ownership. It goes a little bit back to the IT side. You don't need to involve them nearly as much. Having a platform that is always on the latest version really, really helps. It also closes down the handoff between business and IT within the COE.

UiPath has saved costs for our client's organizations. The IT costs are different for each organization. We have clients who have an outsourced IT set up where they pay quite large costs to spin up machines and to maintain and upgrade those machines and services. Having the one solution as UiPath and offering the cloud is critically important for that.

In terms of on-prem instances, clients have saved costs there as well. We're very, very excited about the automation speed and the one-button deployment to the whole environment. That's certainly a step in that direction with on-prem. That will certainly save our client and us a lot of time. That way, everyone can spend more time building automation rather than building a platform to put them into.

The product has reduced human errors. On the same note, it also allows humans to spend a little bit more time on those exceptional cases. When the pressure may be on to get an invoice keyed it allows them to spend the right amount of time getting that exception handled. Then, of course, everything that's going through the bot is pretty much zero-error. The way the bots work, if there is an error it's going to let someone know. It's not going to guess and it's not going to fat finger.

We increasingly use UiPath's AI functionality. We certainly do on custom models with document understanding. We're just starting a project now to look at pulling entities out of emails. This is an exciting use case and I’m excited to learn about the capabilities that are being expanded.

The ability to automate processes is twofold. One of them is, it allows us to start to create human decisions. The human decision is the bit that you really need to automate around and starting to build that human decision-making into an AI model is critically important. The other side of that is that, when you're running automation, you have the ability to create a huge dataset. Everything that's being done is rules-based and it's data-driven so you can map everything every bot does, every button press if you want. That's a huge amount of data and a huge amount of input to AI models. Having it all in the UiPath platform is critically important for our customers. It's great that UiPath has lots of partners and we use partners, technology partners, to do that when required. However, the more that comes into the UiPath platform, the better.

We’ve utilized Academy courses from UiPath. UiPath's academy is amazing. It's unparalleled in the industry. We traditionally have done a lot of training for our clients over the years. However, we find with UiPath, we just point them in the direction of the Academy. We're always there to support, of course, and supplement any training that's specific to maybe a client environment or a client business system. That said, it's a fantastic resource for partners and for clients of UiPath.

The quality of the training Academy is great. It's also a tool to evangelize UiPath in our customer base. If someone hears about UiPath or they come to one of our demos through our delivery life cycle, and they really want to know something about UiPath, or want to get involved, or want to become a part of the COE or become a developer, it’s very, very easy to send them in the right direction. They can do the training they want to do, and they can get as deep as they want. It’s great and offers a low-effort way to evangelize UiPath.

The time to competency has been lowered with those that go through the Academy. It's not only learning. Learning things off slides. It's getting in there, it's whether it's a community edition or a training install, it's building things. Through the certifications, users can submit those things to get reviewed. This makes sure that people who are certified through the academy really do know their stuff. They've got hands-on experience. There's nothing quite like doing it in a real process. With the UiPath Academy, new users get as close as they can to that.

What needs improvement?

There should be extra ways for humans to interact with automation.

From what I've seen, and it's very early, however, there's certainly the direction they are headed, which is really, really great to see. It's my belief that document understanding will continue to improve. I'd like to see more predictive-type stuff, which again, we are beginning to see.  We'd love to get document understanding continually improving and having it more improved by the SMEEs who are performing the processes rather than the data analysts.

For how long have I used the solution?

We've been implementing UiPath for just over four years.

What do I think about the stability of the solution?

The stability is amazing. Years have gone by and obviously, the product has changed a lot, however, of late, the last couple of years have been great stability-wise.

What do I think about the scalability of the solution?

The object repository and modern folders have been great for the scalability of the solution. From the platform side, it's certainly easy to scale. We're very, very impressed on the automation suite side. You can deploy everything very quickly and you can scale everything up. 

The focus on reuse from a developer level is great to see. That's really improved in the last little while. On the other side of it, the actual scale through the organization, in terms of evangelizing automation, and making our customers an enterprise that automates first, there are numerous tools that do that really well. Whether it's the workshops that UiPath will come and do, or that we facilitate or it's through the pipeline itself, the scalability has obviously been a focus for the last little while. It's really, truly great.

How are customer service and support?

We very rarely need to reach out to UiPath support. If we do, we know we're going to get a prompt response, and we're going to get a good answer. That said, we rarely need it. It's very, very good in general when we do use it.

Which solution did I use previously and why did I switch?

We've got a few clients that run multiple solutions. They've been legacy users of another solution for a very long time. Citizen Development through StudioX is unparalleled in UiPath. Attended automation is obviously a strong point and has been for years. There are also things like document understanding, document and understanding is much stronger than any of the solutions on other providers. There are those value adds that come in for that full lifecycle.

How was the initial setup?

The solution is relatively straightforward. We have a dedicated platform team whose role is to implement UiPath for our customers, whether it's integrating them into the cloud or getting their business applications on the cloud. Or, whether it's an on-prem solution where we'll interact with their systems and integrate with their CyberArk or AD groups or whatever they need.

Each deployment is very dependent on the customer. We've had them deployed in a few days and we've had some that have gone on a few months, unfortunately. We find that talking to the risk group, the security group, and the infrastructure group all at the same time on day one of the project will make sure everyone's aligned - and that is the best way to mitigate the risks. 

The last thing you want is someone from the security organization putting their hand up in week four and saying, "Hold on, hold on, start again. This doesn't comply with one of the controls in our organization." It's about educating and keeping everyone, all stakeholders from the IT side involved at all stages.

What was our ROI?

The ROI that our clients have seen is very process-dependent. We've seen some huge 300 to 600% on particular use cases. Some of them are very easy to calculate due to the fact that we're taking work away from manual users. We've also seen some really good ones recently that are actually increasing revenue. Whether that's giving the capacity to sales-type items or whether it's tasks such as processing refunds and all those sorts of things that shouldn't be taking time away from salespeople, it’s been helpful.

What's my experience with pricing, setup cost, and licensing?

The licensing can get a little confusing. There's been a move recently to create personas around licensing. My feedback from customers is that it hasn't necessarily helped. Some of the new enterprise-type agreements, the per-seat arrangements, are interesting. That's likely the way it'll go. Even then, it's still a little on the confusing side at times. We do a lot of work with clients to get them to understand the licensing model.

Which other solutions did I evaluate?

We've been aware of other solutions, and in comparison, with UiPath, it's the breadth of the lifecycle that sets it apart. UiPath as a platform, from the moment the first person at an organization thinks about automating, to reaping the benefits of that and improving the day-to-day work of the business, there's a solution for all of that. Whether it's process mining and finding automation candidates, it's the way UiPath brings different users into the automation. Apps and insights make sure we're pulling the right data out to keep generating the business case to grow the UiPath account itself. Also, along with that, is the ability to provide the extra benefit and knowing what benefit we're providing.

What other advice do I have?

We have clients across both on-prem and cloud deployments. We have about 25% cloud, 75% on-prem solutions. We use various versions of the on-premises model. We probably average about 12-month-old versions, however, we do have clients on the most recent as well. We also have a couple of clients who are lagging a little bit.

I'd advise potential new users to get in there and get started. You don't know until you've tried. You don't have to look very hard to get started, however, it's important once you get going to start to think about how you scale and how you build an operating model around it. Maybe start small, and think big, and make sure you plan accordingly.

I'd rate the solution at a nine out of ten.

Which deployment model are you using for this solution?

On-premises
Disclosure: My company has a business relationship with this vendor other than being a customer: Partner
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Harsh Bansal
Associate Consultant at Capgemini
Real User
Orchestrator saves us time by enabling us to create a bot once and connect it to many machines
Pros and Cons
  • "The most valuable features are some of the panels in UiPath Studio. For example, there is a debugging panel and a Designer panel. The debugging panel is useful because without it we could not solve any problems. The debugging panel provides functionality such as Step Into and Step Out, and we have highlight buttons. It helps us to analyze our code, what is wrong in a solution, and debug from the start to the end, to make the solution better. The Designer panel is where we create a workflow or step-by-step process, the place where a developer develops the code."
  • "One area for improvement is connected to the fact that it's completely based on Visual Basic .NET and C# languages. I would like to see some more basic activities that are particular to the VB.NET code, as well as activities based on LINQ queries because that is one of the fastest and most integrated languages. I would like to see pre-written activities so that we could simply drag and drop them into place and use them frequently."

What is our primary use case?

We mostly use UiPath in the healthcare and banking/finance sectors. Our use cases depend on the different sectors we use it for. A typical use case would be an Excel file with lakhs (hundreds of thousands) of records that we need to filter and apply some business rules to. We may have to check whether numbers are in integer or alphanumeric format so that they can be accepted by a particular application, or whether date data is formatted correctly.

We use it for end-to-end automation. We take all the input from users, regarding the full life cycle of a process, and use UiPath to create a business solution. An end-to-end project can include taking an Excel file and putting the data into a data table. Based on that, we create some business rules, check things with validations, and then create some templates. We upload the templates for different legacy applications so that they can be automated. A bot will run these scenarios in the backend, in either attended or unattended mode.

How has it helped my organization?

We may take student records and place those records into a particular template which we then upload to an application, whether a web application or a desktop application. If a human was involved in doing this, it would take days to filter the Excel and create a template based on a particular record. But by setting up some business rules through UiPath coding, it automatically applies those rules to create the template and upload it to the application. We can then send a notification to the user by email, because we have connectivity with Gmail, Outlook, and SMTP.

A human being can work eight hours or nine hours per day on average, but a robot can run 24/7. With automation, we can save time and money by continuously running things on the same machine without any errors. The accuracy can be 90 or even 100 percent, depending on the logic of the code. It also helps the communication between clients, users, and our organization, improving the partnership. It definitely reduces human error because it's automated and well-tested. It increases work volume because it's very fast. In terms of the amount of time it saves, for repetitive tasks it can save 90 percent of an employee's time. Employee satisfaction has definitely increased.

UiPath is also helping us to increase the number of tasks we can do. For example, if a human being is reading an Excel, doing some operations and validations within it, it will take hours or days to complete. But using a UiPath robot, we can simply create the set of necessary instructions in our code so that it will run within minutes or even seconds sometimes. It is very fast.

We use every component of UiPath, from Studio to Orchestrator. It's very helpful and it is very fast. Orchestrator is very beneficial because we only need to create a particular robot once and then we can simply connect it to machines. It definitely saves time because we only need to maintain the versions of a package and the code, and that can be done locally or via Studio. Because there is a chance code could be deleted on a local machine, the fact that Orchestrator is in the cloud means we can definitely retrieve it from there.

Orchestrator also helps save time because there are scenarios where we have multiple stages of input, where something depends on a value. As developers, we don't need to provide the particular input and again publish the same package. We just go to the cloud, check the process, check the assets, change the value, and it will automatically update. It's a robust solution. Like its name, Orchestrator really does help us orchestrate things.

Also, non-technical people, the users, can see what is happening in their jobs. They can check the status of particular scheduled jobs and see whether they are running or busy, and how many bots there are.

Attended robots are also helpful because sometimes we have a scenario where a user cannot share credentials because everything must be secure. In that type of situation, we need attended automation that can be run on a particular machine in front of the user. While it's running, they can do other work on the same machine. That kind of implementation enables us to automate while keeping things more secure. This is important to us because security is a main concern. It allows users to keep their information safe, rather than making it available on other machines. It's their intellectual property and we respect that.

What is most valuable?

The most valuable features are some of the panels in UiPath Studio. For example, there is a debugging panel and a Designer panel. The debugging panel is useful because without it we could not solve any problems. The debugging panel provides functionality such as Step Into and Step Out, and we have highlight buttons. It helps us to analyze our code, what is wrong in a solution, and debug from the start to the end, to make the solution better.

The Designer panel is where we create a workflow or step-by-step process, the place where a developer develops the code.

Within UiPath Automation Cloud, we are using Orchestrator in which we can

  • deploy the bots and maintain services
  • create attended and unattended robots for different versions of machines and manage which robot runs in a particular environment
  • use the queue to manually configure the times that bots repeatedly run. Using Orchestrator, we can simply schedule the target application. The queue also has a retry mechanism so that it will automatically take input, and we can specify the number of retries
  • store a user's ID and password credentials in the Orchestrator database
  • check the Orchestrator home page for what processes and jobs are running, and see any feedback on them, as well as the output
  • see the logs in Orchestrator.

What needs improvement?

They are currently working on most of the things I have thought about that need improvement, such as connectivity with other software and AI/ML capabilities.

But one area for improvement is connected to the fact that it's completely based on Visual Basic .NET and C#. I would like to see some more basic activities that are particular to the VB.NET code, as well as activities based on LINQ queries because that is one of the fastest and most integrated languages. I would like to see pre-written activities so that we could simply drag and drop them into place and use them frequently. It would be better to not have to go into the syntax for that particular language code. I would prefer if we could use activities from the Activities panel, and just provide the input and output, and they would work in the backend.

For how long have I used the solution?

I have been using UiPath for the past two years. I have very good experience in this particular tool, as an RPA developer. I have created enterprise solutions and business solutions from end-to-end.

What do I think about the stability of the solution?

The solution is stable because it has been developed precisely and it's already optimized. It depends on the user's input and on the architecture and the environments. We have very good stability.

What do I think about the scalability of the solution?

UiPath is very scalable. It depends on the user's requirements and on the approach we follow. A modular approach makes it more scalable. For example, if we have different VMs, different accounts, or different licenses for the machines on which we are running, we can simply create one package and we can deploy it on the various machines, if we have the licenses for those robots. 

You can create one set of code or a package and run it anywhere, if it is suitable and the requirements are met. That's one reason the scalability is very good. 

We have a huge market and a huge environment. We can continuously run with a multi-bot architecture. If the code is developed that way, it will definitely increase the scalability.

UiPath is used by many users in our company. Their roles are varied. They could be in data analytics or they could just be doing some tedious task.

The business side is happy with the solution because it is decreasing tedious and repetitive tasks. They are happy with the time and money savings. As a result, they want to do other things via UiPath robots. They want to find other processes where the work can be done more productively.

How are customer service and technical support?

UiPath support enables us to manage issues by creating non-production and production tickets. We can discuss issues in calls and show them examples of the particular issue or activity under discussion. They provide us with support. Sometimes, when activities are not working, we can upgrade and downgrade the version of that particular activity. We can even send logs to them so that they can analyze and troubleshoot issues. It definitely helps.

Which solution did I use previously and why did I switch?

I have only used UiPath for RPA. I have read about tools like Blue Prism and Automation Anywhere,  but I cannot compare them. They all have their own advantages and disadvantages. I like UiPath because it's user-friendly and it has a very big community in the forums. We can learn from the community. And the UiPath Academy provides training, certification, and diplomas so that a person can learn and develop the ability to create a solution.

How was the initial setup?

The initial setup is a little complex. You need high-end knowledge. You need to create the Studio setup on the different VM environments, deal with the licenses, and the Orchestrator setup. All of that requires good knowledge. You need to understand infrastructure and how things are set up. It's complex for regular users. The installation itself is relatively easy, but understanding the infrastructure is challenging. With guidance and training, it definitely becomes easier.

What was our ROI?

Licenses are costly, but, in the long run, UiPath will definitely help the business. Developing a solution is a one-time investment, which can be completed in a couple of days. But that work will be done next month, and again and again for the next 10 years. It definitely helps with digital transformation because it can connect solutions and create better opportunities.

UiPath is a good investment and return on that investment is very good. We can create robust solutions with UiPath.

What's my experience with pricing, setup cost, and licensing?

Some licenses might be costly but it depends on the type of work involved and the turnaround time required. If you want to include AI/ML bots, it will definitely cost you more. If you want to use some of the latest features, like UiPath Insights, that will cost more.

But for low-level bots and automation and normal use of Orchestrator, the cost is per-bot.

Overall, pricing of the Enterprise Edition is pretty good. And for practice, we have the Community Edition, which is free. They also provide trial robots for two months so that we can use them for learning.

What other advice do I have?

When it comes to implementation, we think about how to make a solution robust so that it can be controlled and configurable. That way, if something changes in the future, we can work on it accordingly. It should be a modular approach.

You need to focus on requirements-gathering so that you can focus on exactly what the user wants, how the application behaves, and what kinds of errors might happen. You need to check all the environmental factors. Those are all lessons I have learned from creating UiPath automations. You also need to analyze things from the business perspective and think about how much money and time is being invested and what the ROI will be in the end.

End-to-end automation, starting with process analysis, then robot building, and finally monitoring of the automation, is a very important aspect of UiPath. Rather than starting directly with the coding, we analyze the business process so that we know how the business is manually doing something and understand their problems and how much effort they are putting into it. We then start to think about how we can use a bot to save time and money. Each phase of the process life cycle is important because, phase-by-phase, things need to be passed from one to the other as input. After delivering the automation to production, we need to provide monitoring services so that if there is an error or downtime, we can make changes. That is why each phase is important in the life cycle of RPA.

From the business perspective, we check what kind of automation is involved and how much time and money we can save by automating, as these kinds of projects are high-budget. The main goal is to run the business as fast as we can. We analyze whether it is suitable for the business and how it can be profitable. We look for processes where we can save 85 to 95 percent of the time or money involved. We also consider how much human error is involved in the process as it is.

Currently, we are not using the AI/ML functionality. But because I use the Community Edition of UiPath in my personal work, and it has the latest features, I have attended the training for AI Center provided by the UiPath Academy. I tried some analysis with these models, as well as the checking of words by AI/ML, in the Community Edition, and it is one of the excellent features. It's very useful. ML models are amazing. They are using APIs which are connected to Orchestrator and they are running those kinds of models. We can also deploy our own custom models if we know the AI/ML tools.

UiPath is one of the best tools available in RPA and it's currently booming. It's the perfect tool because the UI is very friendly. It is widely used. I believe pretty much everybody in the IT industry is working on an RPA solution, many with the help of UiPath. It depends on the particular business and whether they have the capacity, but everybody wants to increase use of UiPath because it provides cloud-based automation and it's a robust solution. Everybody is happy with the solution. They want to create more automated processes so that they can decrease that time and costs in their overall projects.

Disclosure: PeerSpot contacted the reviewer to collect the review and to validate authenticity. The reviewer was referred by the vendor, but the review is not subject to editing or approval by the vendor.
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Fatih Arpas
IT Director at GarantiBank
Real User
Saves us development time, good documentation, integrates well with Elasticsearch
Pros and Cons
  • "UiPath integrates well with Elasticsearch, which is a great search engine."
  • "The logging capability that comes with Orchestrator does not allow you to create smart reports."

What is our primary use case?

We are using the on-premises UiPath solution for both attended and unattended bots. At this time, we use unattended bots primarily to facilitate integration between applications, and we are not using the attended bot capabilities.

Generally speaking, we develop integrations for our core banking system, which was written in-house and running on a mainframe. It is a highly-developed system that we started using more than 30 years ago. When it was created, we didn't have the integration capabilities that exist in other applications or core systems, today. This means that in order to have external applications communicate with the core system, we need to develop integrations. Examples of this might be web services or other APIs, and that's why it takes time to do.

We have teams to do the integration, but considering that the core banking system is in Turkey and all of our teams are busy, we don't have enough resources to implement all of our integration projects. Now, for the past three years, we have been implementing bots to handle integration by moving data from the applications to the core system, and from the core system to the applications.

How has it helped my organization?

The biggest benefit for us is time savings in terms of developing satellite applications for the core banking system. We are developing the robotic API, and we are integrating our internal front-end applications with the core system.

Using this approach, we can easily get and set data from the core system, and we can see the results for each transition. We can learn about what happens in the core system with the help of the bots.

The amount of time that we save depends on the use case. For example, if we implement integration between core banking and the applications instead of native integration through development, it saves a lot of time. I prefer native integration versus using the bots but sometimes, you don't have this opportunity because it will take too long to put into production. Other times, you can't justify undergoing a large development process for just a small integration, so it's enough to solve the problem using the bots.

There is another use case where our operations teams perform repetitive tasks using the bots. For example, when performing the task manually, users have to take the data from one screen and enter it on another screen. We have never tried to calculate how much time we are saving in cases like this, although I'm sure that we are saving a lot of time.

People in the organization have been asking for more projects to be automated because it is easier for them. When their tasks are automated, they are more relaxed and can focus on other more important tasks, as opposed to the repetitive ones. Getting away from repetitive tasks puts you in a position where you can make more decisions and be part of the smart part of the business. This leaves the easier, repetitive tasks for the robots.

What is most valuable?

There are a lot of really useful features in UiPath including the Orchestrator and the Studio.

The Orchestrator is one of the main tools that I use because I like to help orchestrate the bots. It is the heart of the tool and it gives me a lot of flexibility to automate or manage bots that are in the field. The Orchestration Server is one of the most important features and when you perform a deep dive, you see that it has a lot of functionality. It's great.

The Orchestrator has other features such as computer vision, AI, and machine learning, and it complements the bots and the Studio.

UiPath integrates well with Elasticsearch, which is a great search engine. ElasticSearch is more capable than UiPath for searching logs. I'm filling the gap in log reporting using ElasticSearch, where I'm feeding the logs into it and then creating dashboards, or using the analytics parts of ElasticSearch and Kibana.

The UiPath Academy is a very valuable component of this solution. Many of our employees have used the courses. With it, a person who has a little bit of an analytical mindset can easily learn to do many things. If somebody is willing to develop themselves in RPA, the UiPath academy is more than enough to do so. They will understand the components that make up the ecosystem. The academy is very good, well constructed, and has a lot of labs and exercises to help one learn the system by themself without any help, and very easily.

What needs improvement?

The logging capability that comes with Orchestrator does not allow you to create smart reports. You have the logs from the bots and what's happening on the machines because you get all of this information from the logs. However, UiPath is more capable when it comes to collecting information about your processes, time saved, or process execution. They have some smart report dashboards.

The installation and initial setup is difficult for non-technical organizations.

For how long have I used the solution?

We have been using UiPath for more than three years.

What do I think about the stability of the solution?

Stability is something that we should consider in two parts. The first concerns the bots and how they are running the tasks on the machines. This comes down to what kind of developers we have because if you are developing properly, and implementing all of the exceptional cases that may occur during the execution of the process, it's very good. I haven't had any issues in cases like this.

The second part is the Orchestrator, and I haven't had issues with this either. In the more than three years that we have been using this environment, including the time in production and our test environments, we have never had an issue.

We have had two or three incidents because we didn't have enough space left on the database storage, but that was not related to UiPath. Rather, it is related to the infrastructure. Another time, the SSL certification expired so we had to renew it. Otherwise, stability-wise, we haven't had any problems.

What do I think about the scalability of the solution?

Scalability is very good, although we have not reached a point where we needed to scale the infrastructure. The high availability and scalability are two of the main features in the UiPath environment but we have not needed to go in that direction yet. At this time, we only have five bots in the organization and that is enough.

We are not planning to increase the numbers at this point because the number of bots that we have can be managed on a single node. We don't have clusters or multiple bots because of the criticality of our processes, but these are things that you can add and set up to share the workloads. Although we don't use it, I think that it looks really promising.

In our team, we have a business analyst and developers. Some of the roles for the developers are varied. At most, we have three people on a project who are working with UiPath.

How are customer service and technical support?

The technical support for UiPath is good. When we first started contacting them between two and three years ago, the support for everybody was the same. However, they're now offering different tiers of support that require a different license and cost. There is one basic technical support, where all customers have the right to open tickets and try to solve the problems. Then, there are different support levels where you can pay extra and you can get more assistance for solving your problems.

Up to this point, all of the problems that I have had are mostly related to upgrades and installations, and they have only been from time to time. So far, I have been able to solve problems with basic technical support. Some of the problems I have solved on my own, whereas with others, I have needed a small bit of help from technical support.

I can say at this point that the support is good, although really, I haven't had any major problems that necessitated a lot of support.

Which solution did I use previously and why did I switch?

We have used other RPA solutions in the past, but not to the same scale as UiPath.

How was the initial setup?

The initial setup is not very complex, but it depends on the profile and experience of the person who is using it. Considering we had a great deal of deep experience in the project implementation and also the technologies, we are familiar with everything. This includes tasks like installation of the infrastructure, configuring the databases, configuring the virtual machines, and installing the robots' features.

For less technical organizations or people, it will be difficult to implement the UiPath infrastructure. In that case, they will need the help of partners.

It's not so easy, but it's well documented. In fact, one of the good things about UiPath is that everything is very well documented. The deployment takes no more than two or three weeks.

Our implementation strategy started with developing bots using the trial license. We found the bot implementation was very easy. The trial includes everything that you need to develop workflows and the bots that run on the machines. When you get to the point where you need to run multiple bots in production, you need the Orchestration server.

We did not install Orchestrator until between four and six months after we started with the trial. In the beginning, we were testing UiPath and creating some small projects. These were very easy to implement. After that is when we decided to buy the license and move the bots to production.

In terms of maintenance, it is not critical for the bots. It's the Orchestrator that has to be maintained and kept up to date. Every year, you need to upgrade your infrastructure with the latest release, so there is some annual maintenance. If it is on-premises then you also have to maintain the hardware that everything is running on.

Of course, there should be somebody responsible for taking care of the databases and general system maintenance. The operating system, for example, should be maintained by someone. All of these things are layers and sublayers on top of the solution.

If instead, you implement the cloud version of UiPath, then you can get rid of all of the maintenance. In that case, you have only the bots and the Orchestrator, which are hosted on the UiPath cloud, and you don't have to worry about anything. UiPath does the upgrades and performs all of the maintenance, which is nice. In the future, we may go in this direction. However, at this time, maintaining the infrastructure in our organization is easy and not a burden for us.

What's my experience with pricing, setup cost, and licensing?

I can't say that UiPath is expensive but I can't say that it's cheap. The cost that we are allocating for RPA doesn't burden us too heavily, so what we are paying is acceptable compared to the gains that we have in the organization. That said, it is relative because it depends on the size of the organization, the budget, and other factors. From our point of view, considering our budget, it is okay but for another organization, it might be expensive.

There are some features, such as UiPath Insights, that require you to purchase an additional license. The logging capabilities are also a feature that you need to pay extra for.

Which other solutions did I evaluate?

While we were searching for solutions, we read the documentation for UiPath. We found out that UiPath was originally started as a Romanian company, where we are, so we figured that we would try it since this is where it was first implemented. Our tests showed that UiPath was very promising but we kept investigating other solutions.

We tried Blue Prism and we tried Automation Anywhere, which are both RPA tools. We also did some studying, looked at the Gartner report, and did some further analysis. Ultimately, we decided to buy the licenses from UiPath because it was solving all of our problems.

What other advice do I have?

When you use this system, you are using features from several different modules. It's something like an ecosystem where you have the bots, Studio, and the Orchestrator. If you are not using all of them at the same time then something is missing. They complete each other. If, for example, you don't have the Orchestrator and are only running the bots then it is a different kind of automation.

In the past, as I was using UiPath, I found that there were additional features that I wanted, but regularly and with each product update, they were bringing in new functionalities. At this time, I don't have a project that is waiting and cannot be implemented due to missing features. All of the tools that they deliver, for the time being, together are enough to implement any type of project.

We are not yet using the AI functionality because to this point, although that is because we don't yet have a proper project for it. At the same time, the AI and machine learning functionality are very important to us because we are planning to use them.

We have not used the UiPath Apps feature because it is one of the new features that has come out lately, and we haven't had the time to gain a deep understanding of these technologies. We have some rough ideas about how we can use this feature, but for the time being, we do not have a project that needs to be solved with UiPath Apps.

My advice for anybody who is implementing UiPath is to start with studying the processes and trying to determine whether they are good candidates for RPA. In order to automate a process, you need structured data such that the inputs and outputs are somewhat predictable. Once you know what it is that you want to automate, you have to understand the capacity, and then if you have any candidate processes, you can begin developing.

UiPath is the RPA solution that I recommend. However, it is important to know, before purchasing a solution, which of the processes are good candidates for automation.

I would rate this solution a nine out of ten.

Which deployment model are you using for this solution?

On-premises
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User at a healthcare company with 1,001-5,000 employees
Real User
Frees employee time, reduces human error, and offers great training
Pros and Cons
  • "The product has freed up employee time - and it's not just the employee time. We do have some triggers that run. Some jobs are run that people use to manually do at night and weekends. We also don't have to hire additional people just to learn 80 different types of things in a claim and identify correctness manually. The robots will go through and then they can identify if there are specific things that are wrong. That part will go to our experts and they'll review those exact issues."
  • "I'm a developer and I'll move things around and they'll change order, or I'll try to save something and it won't save the first time. I'll have to open something twice, open something three times. I've got a list. I'm working out quirks with UiPath."

What is our primary use case?

Since we are a healthcare organization with HIPAA rules, we're on-prem. Our use cases boil down to claims testing and membership testing. It'd be institutional professional dental claims and making sure our membership is loaded correctly.

How has it helped my organization?

We have to configure our software to pay claims and pay providers. What we're realizing is that, the more claims that we can run through the system, the more accurate we can get, the faster the payment on the claims, and the faster the payment to our providers.

What is most valuable?

The only features we're actually using are the orchestrator and 32 unattended bots.

The value of that is the power to be able to run our thousands and thousands of claims and membership to make sure that everything looks correct.

The solution has saved costs for our organization. I know it's over a million, however, I haven't done the exact numbers.

UiPath has reduced human error. We’re finding out that what we've built for configuration in the past, we're finding mistakes that we did a year ago. Now, the bots are proving that and we've been able to correct those past mistakes. This way, we don't have inaccurate payments or recaptures.

The product has freed up employee time - and it's not just the employee time. We do have some triggers that run. Some jobs are run that people use to manually do at night and weekends. We also don't have to hire additional people just to learn 80 different types of things in a claim and identify correctness manually. The robots will go through and then they can identify if there are specific things that are wrong. That part will go to our experts and they'll review those exact issues.

This use of bots allows for employees to do higher-value work. We also have been able to up-skill some of those people to sometimes a leadership role or a different role they would normally never get due to the fact that they were always manually looking at the claims and membership. This has definitely affected their level of satisfaction at work.

I don't know if we have an accurate estimate of how much time we are saving. I just know we do volume and we do thousands and thousands of claims a day, and therefore, it really helps.

We use UiPath’s Academy. That's how we learned the system. We actually learned it in six weeks and then started the development after that. It's very powerful and I continue to use it today.

It’s helped employees get up to speed with the product. This is especially useful when we get newer versions or we onboard other people. That's part of our syllabus. The first thing a new user has to do is go to the Academy and take some of the classes that we recommend. Then we identify, “okay, did you like it? Is this for you? Is it not for you?” et cetera. It’s a quick win where we don't have to take our time as we've got other work that we have to get completed. It acts as a filtering system for us. Both us and the employee can see if it’s a good fit very quickly. We can find out at an early stage instead of a year later.

The biggest value of the Academy is just knowing that we can do so much more volume and get in some more accurately without human error, or having people working nights and weekends. That has always been a really big push and we've been able to slowly work away from that.

Obviously, we’re not in a perfect world yet, however, getting rid of the manual aspect has been great. People just get burnt out. You can only look at things manually for so many hours. If you've been doing this for 10 years, it's got to be frustrating for those people who are always afraid they’ll get their job taken away. At the same time, for them, it’s so much easier as they don’t have to look at 80 things. They can look at five things that failed and then enjoy time with family and have a work-life balance. That’s big.

What needs improvement?

We've coded up to like 80% of what's possible. We really cut our pain points and said "this gives us our value, our bang for our buck." What we're doing now is saying, "okay, well, how do we improve it?" We've got another area or we've got another part of the software that we use our application that UiPath interacts with. Right now, our main concern is what else we can do to make it even more accurate or get more information or test more information to make it a solid pro program.

I'm a developer and I'll move things around and they'll change order, or I'll try to save something and it won't save the first time. I'll have to open something twice, open something three times. I've got a list. I'm working out quirks with UiPath. There are just UX things where if I copy this and put it here, it should look the same as it was, and I don't know why it doesn't. It could be my machine. It could be my local machine and it might just be that conversation with the premium plus to say, "why is this doing this?" Or maybe there could just be a setting, where we didn't check that box when we set it up. 

For how long have I used the solution?

I've used the solution for two years. 

What do I think about the stability of the solution?

We actually had to spend about four months of maintenance to make sure that we got the solution to how we wanted it. We brought in a contracting firm and they didn't know the company and they just kind of said, "here's what bots can do." 

What we did is we did an assessment program for two months. During those two months, we looked at what they built, which was great. This got us up and running and showed us what's possible. 

Then, we took those two months to identify, for example, if the database maybe should have been set up a little better to interact with our other databases. Or if the coding should have had different paths of risk that they didn't know about. If you don't know the business, you don't know the risks, and therefore, you don't know how to set it up. That's why we did all of that assessment and then we spent four months fixing it to adjust to what we thought was a better path or a more stable path in order to support the robots.

What do I think about the scalability of the solution?

The scalability potential is astronomical. We've got so many areas in the company, including finance and pharmacy, and there are all kinds of different areas and authorizations that you can actually go down and say, okay, now we have time. Let's put it on our calendar. 

The next piece we're looking into is the citizen developer angle. We know that has some power potential, however, we have to have regulations and audits. We want to be careful if we do start moving in that direction to really understand if it is right for the company and is helping people versus if we build something wrong what that would mean to manually have to correct that. That's time nobody has.

How are customer service and support?

Technical support has been great. We usually get answers within hours of a request. I thought we were on the premium support plan and now we're going to go to the premium plus, I believe they call it. That starts up here for us in November.

We've had some challenging solutions where it has taken us several weeks to work through it. They tell us "here's what we recommended". That said, we know our system. It's just like any other contracting firm. They don't know your system and your solutions, however, they give you the recommendations. At this point, we've been able to work through everything that we've had technical issues with. We decide to do some of them a different way. Technical support has been supportive of this approach. It's like a partnership, and that really makes a big difference.

Which solution did I use previously and why did I switch?

We started with Rational Robot in 2005. I actually developed that. I've been with the company for over 20 years. I started with Rational Robot and then we moved to some C Sharp and some coded UI.

We tried Test Architect for a little while. We've used different RPA methodologies and UiPath seemed to fit a little better with where we are and the robustness we wanted.

We switched when we moved over to new healthcare software. The old one was just COBOL and green screens, and it was hard to automate it. We did, however, it was very difficult. When we moved to this new application, we needed to make everything more quality controlled, and the only way to do that was with the robots.

How was the initial setup?

I was not a part of the implementation process. 

The deployment process took about eight or nine months via our vendor. 

What about the implementation team?

We brought on some contractors to do our initial setup, including a proof of concept, and they built part of the system and after that, we took it over. They were what we called a vendor tracking firm.

What was our ROI?

We have definitely seen an ROI.

The biggest ROI was in the configuration. We're realizing we may be setting some things up wrong and that's not how the customer should have been set up. When we see things fail, we ask why is this failing? And then we go upstream and find out that we didn't even build a specific thing and realize that it was a mistake, a key entry, a mistype, et cetera, and the bots catch that on the backend.

We're able to do that quicker. It's manual labor and it's tedious. Now, manual labor's fine if you want to go in and manually check this, that, and the other thing, however, when that's your day job and you're checking the same 80 fields compared to a spreadsheet over and over, it's just got to be frustrating and employees feel it. You hear it on the call.

With UiPath, we can ask the question "what can we do to support you?" We're not going to replace people; we want to get them to a better place. Our employees understand that. It took them a while, however, they do understand that now and think the solution is really cool and are thankful for the support. It's a tool, not a human being's replacement. 

What's my experience with pricing, setup cost, and licensing?

I don't write the checks. I don't know what the actual cost is. That's always on leadership. My understanding is it's a reasonable price for the value that we're getting out of it.

Which other solutions did I evaluate?

We did look at the Power Automate desktop. It doesn't have the orchestrator to control things, and it has some other limits. When we do formulas and try to validate what the value should be, they are very difficult or impossible to set up on the Power Automate. At some point in time, I'm sure we'll be able to do that. In today's world, what we need right now is UiPath.

What other advice do I have?

We're just a customer and an end-user.

We do not use the solution’s AI functionality in our automation program. We just do some checks and then just make sure via verification that everything matches in the configuration to the actual claims from the inbound files to the outbound.

There's an automation hub, test, capture, process, mining, all of these other features we haven't been able to purchase yet, due to the fact that we want to make sure that our bread and butter, the claims of membership, is solid. Once we have that in a good place, which we're hoping will be in 2022, we've already talked to our sales rep about the next steps. They've talked about the other features and offered recommendations. We'll go down that path next year and it'll be really exciting to see what else we can do to bring on the other areas of the company.

I'd advise potential new users that they definitely want to do some kind of proof of concept against other systems. I have heard other companies here that have said, okay, we're going up against four other automation tools. That's great. However, do your homework. You need to go and present everything to your leadership and showcase the solutions. 

As we get some of the demos of software, we can kind of compare them to what our system's needs are. A new user can say, well, maybe these are our top two. When you get to your top two, that's your time to bring somebody in, an expert to discuss what you're trying to do.  

If you do choose to go with UiPath, that UiPath academy is so valuable. That's a big asset. If you do the premium plus care, they will support you through and help you get things set up and running or make it better. We've been up and running for two years. Their goal and my goal is to see how to make things better to continuously improve the system and make everyone happy.

I'd rate the solution at a nine out of ten. There are just a few system quirks I'm trying to work through. 

Which deployment model are you using for this solution?

On-premises
Disclosure: I am a real user, and this review is based on my own experience and opinions.
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