What is a bot factory? 5 questions for Janine Stiehl

If the word bot factory makes you think of a horde of collaborative mobile robots scuttling around a big warehouse, then think again. In contrast to a smart factory, a bot factory is entirely about a form of software deployed for standardized and recurring tasks. To learn more about it, we talked to Janine Stiehl, the Director of Digital Solutions at KION Group, a leading supplier of forklift trucks, warehouse systems and supply-chain solutions. Since October 2019, she has been focusing on the implementation of an in-house bot factory.

Ms. Stiehl, what is a bot factory all about?

When dealing with lots of data, people often turn into something approaching robots themselves – in order to cope with the sheer volume. For example, if you spend all day checking figures it is easy to lose concentration occasionally, to maybe accidentally skip a line – it’s only human. And this is where bots come into play. Generally speaking, they are a form of robotic process automation, or RPA. And the development and programming of bots for a specific process is known as a bot factory.

So, what is a bot exactly?

Basically, it is a type of software that operates on the same interface as end-users, and performs standardized, repetitive tasks that entail large volumes of data – and in practically any system. Our bots typically run in background mode according to a defined time schedule. In a few isolated cases, our team members actively launch the bot in the foreground. By assuming routine tasks, the bots enable our employees to focus on more complex and value-added work, for instance situations requiring human decision-making or ideation. The bot, by contrast, carries out very simple tasks that require no thinking. A bot could be compared to a worker responsible for a standardized aspect of an entire process chain.

In what situations can these software robots be used?

A lot of bots are to be found in financials, as this is a field where there are many recurring tasks. This is where we began at KION Group, too – and not with processes linked directly to forklift truck manufacture. That is tied to the nature of the processes involved. But since launching our in-house KION bot factory and automating a number of processes, we have begun to venture into other areas. We now offer bots for all aspects of administration. Sales, in particular, has been quick to take up our automation service.

What kind of benefits have you seen in everyday operations?

I am particularly enthusiastic about a project that will see a bot deployed in the sales organization of a KION subsidiary. The bot will be used by forklift truck manufacturer STILL, headquartered in Hamburg, to automatically compare customer search data with vehicles actually available in the warehouse. It will then suggest the corresponding model to sales staff. It is a completely new process, with the bot proactively prompting the sales team in order to minimize inventory and to offer the customer shorter time-to-delivery.

How have employees responded to their new “colleague”?

Initially, many were somewhat unsettled and were concerned the bots might jeopardize their jobs. But we held discussions to make clear it was not about replacing them but supporting them. As soon as they realized the processes involved were ones that took up a lot of time but allowed little flexibility or creativity, acceptance increased sharply. In my experience, communication is key in these situations. Overall, the bots are a big help for the business and will definitely play a larger role in the future.