Attended automation capacity planning

To plan capacity and performance for your Control Room On-Premises, review an example use case to understand the requirements, limits, and defaults that determine the number of simultaneous (concurrent) bots, user sessions, and processing rates.

Overview

Attended automation is a collaboration between humans and bots. Attended automations are run on devices that have users logged in and interacting with the automations and applications that are active and running on their desktop. The devices can be physical, virtual, single user, or multi-user devices.

Attended automations are initiated and concluded in a single user session. Only one active automation can run at a time. Attended automations usually require human intervention to finish automations, by either inputting data into forms or performing data verification.

For more information, see Attended and unattended automation | Using Automation Co-Pilot for Business Users on desktop.

Example scenario

Let us understand the scaling of automation with the help of an example scenario. Consider an insurance company that is looking to automate some of its repetitive business processes and improve efficiency. For this example, we will consider claims processing.

The following image illustrates this example scenario.

claims process use case

Company name

Acme Insurance

Contact center use case

Claims processing

Concurrent users

1000 agents

Shifts

3 shifts of 8 hours duration

Contact center production environment

Users are assigned attended Bot Runner licenses
Agents use Automation Co-Pilot to access automations
Agents trigger automation deployment
Agents pause, stop, and resume automations
Agents access and control queued automations

Daily operations

The contact center receives a high volume of incoming calls from policyholders reporting insurance claims. These claims can range from automotive accidents to property damage, and the contact center agents handle the initial intake process.
1000 agents log in and access the Control Room at the same time.
The agents run automations on their local devices where user interaction is required.
User authentication is the first step. Once they have authenticated, agents can access automations available to them.
When a policyholder calls in to report a claim, the agents go through the automated claims processing workflow, following a step-by-step process with prompts for required actions.
Agents access automations available to them and run automations to perform their tasks.
When an automation is complete, agents either move on to next automation or rerun the same automation depending on the next assigned call, activity, or ticket.
This process continues with the agents running a set of automations repeatedly to address customer cases.

Based on the number of concurrent users, review the infrastructure recommendations for your automation requirements in Acme insurance company.


Maximum number of concurrent users	Number of nodes	Configuration	Database server specifications (minimum)
100	Single node	16 CPUs 32-GB RAM	8 CPUs and 16-GB RAM with SSD hard drive. For example, AWS instance type m5d.2xlarge.
750	3-node cluster	16 CPUs 32-GB RAM
1500	5-node cluster	16 CPUs 32-GB RAM

Automation 360

Attended automation capacity planning