ANIDA, a specialist in managed IT services for companies in Chile and Peru, is expanding its managed IT services using RPA (Robotic Process Automation) and Machine Learning, transforming the experience of its clients with better service levels, lower operating costs, and greater predictability.
The company has been working for more than a year to improve its services with RPA. It has automated a large percentage of its client’s processes with robots, including data collection, information correlation, report development, systems operation, accounting, insurance charges, and consolidation. Likewise, ANIDA implemented robotic technology in batch processes for its clients in the banking sector; and in its clients in the telecommunications area, it implemented RPA systems for help desks.
“There is a direct relationship between automation of robotic processes and improving customer service. By reducing the possibility of human error, we increase service levels (SLA) and customer satisfaction. That is why the most important companies in the world are incorporating RPA into their processes, and that explains that in 2019 global spending on robotic automation has exceeded US$ 5 billion and that it is very likely that it will reach more than US$ 12 billion in 2023”, explains Adolfo Tassara, CEO of ANIDA Chile-Peru.
Along with RPA, Machine Learning is another technology that positively impacts the customer experience, especially in cybersecurity, because it allows predicting failures and generating a decrease in Mean Time to Repair (MTTR) after any occurrence failure. ANIDA incorporated machine learning to strengthen its Cloud Security Intelligence Center (CSIC), which operates in high availability in Chile and Peru for advanced prevention of cyberattacks. Developed based on Machine Learning, it provides customers with a service that guarantees the detection of intrusions, predicting incidents, and the automation of corrective actions, under a permanent effort and in a 7x24x365 mode.
Demand for the services of the ANIDA CSIC is on the rise. In 2019, it doubled its capacity due to the need for companies to protect the information contained in a large number of devices (sensors, machines, and cameras) connected to the Internet within their business processes. “In 2025, there will be more than 41.6 billion connected IoT devices – which will generate 79.4 zettabytes (ZB) of data – and while that can be a great advantage, it also represents a great risk because the information is exposed. Along with empowering companies to address cybersecurity comprehensively, having digital tools that can prevent attacks is a fundamental and critical element,” says the executive.
“We use the most advanced technology so that our clients’ processes improve permanently, so that their costs decrease and so that their business grows. We seek to exceed their expectations, and with the incorporation of RPA and Machine Learning, we are succeeding”, says Adolfo Tassara.