TrustPortal

One useful focus of Hyper Automation is to make the design and development of new customer journeys simpler by maximising the potential of both new and existing RPA robots. TrustPortal, for example, orchestrates multiple Robotic Process Automation (RPA) robots across end-to-end processes, with robots driving customer journeys, including dynamically generating digital user interfaces for each step. TrustPortal uses RPA to access any number of legacy systems, and the data retrieved can be used to drive any customer journey. However, the simple logic in RPA, can also be augmented by AI too as simplified work ‘hand-offs’ to human users – across any channel.

There are two key aspects of TrustPortal’s story:

1.  Transforming customer impact and “art of the possible”, e.g. around customer365 transformation; and,
2.  Optimising resources generally (not just customer facing ones). Improving customer service is just the entry point.

It allows robots from different vendors to interoperate seamlessly, to perform macro-tasks within a process, but it also provides free “mini-bots”, to carry out lower-level tasks, usually offering considerable cost savings. TrustPortal operates in real time, using dynamically generated digital interfaces, and is inherently multi-channel (supporting IVR (interactive voice response); telephony; email; SMS (short message service), websites, mobile apps, chatbots and so on).

TrustPortal Solution’s ‘out of the box’ platform requires no coding, major system integration, process change or mass data migration – it promises seamless operation in conjunction with a legacy IT estate. All digital, multi-robot, multi-AI tool interactions can be embedded into existing employee and customer systems to remove the need for retraining, which includes the integration of existing CRM, BPM, ERP, intranet sites and so on. Internal performance testing has confirmed platform scalability, to over tens of thousands of concurrent employees and customers.

Security is a key strength, with public-private key encryption specific to each user, and plug-in cryptography (so quantum-safe cryptography, e.g., could be easily added). The platform originated with a patented system and method for “secure storage of customer’s public and private data in a personal data store”. This is much more generally applicable than just for TrustPortal, but does give us some confidence that confidential communications are managed effectively, and it now uses a blockchain “distributed ledger” to enable auditability of everything it does. TrustPortal triple-secures all information in transit and rest, and once an interaction has completed, it’s automatically deleted or stored encrypted in an external database.

You care about the TrustPortal Platform because it enables the mutable business, maximising automation so that people can trust that existing business processes will continue to work as expected. They can then concentrate on using the platform to deliver innovation and new ways of delighting customers rather than on the mundane (but important) routine business processes.

The Bottom Line

The TrustPortal Platform represents the next state in the evolution of business automation, based on systems you can trust. It strengthens the link between innovative design thinking and the customer facing processes that deliver business outcomes.

It enables three classes of customer:

1. Specialised “white label” resellers such as Blue Prism;
2. New adopters, being enabled by the platform;
3. Businesses using platforms such as as Salesforce and ServiceNow, that want to add value by integrating (without “rip and replace”) TrustPortal capabilities

Its issues centre on gaining mindshare (especially for the white label use case) and building a community and marketplace (for, e.g. TrustPortal templates).

TrustPortal Solutions will probably promote disruptive digital transformation and innovation. This means that the cultural maturity and management quality of its customers will matter, if its potential to deliver success is to be fully realised in practice.