RPA技術詳解：基礎、應用與未來

本書著力普及 RPA 的概念，並講解各類 RPA 實戰化應用場景，理論與實踐並重。第 1 章對RPA 進行全面介紹，使初學者瞭解什麽是 RPA、為什麽需要 RPA 及目前 RPA 市場的發展情況。第 2 章對企業級 RPA 架構及主要組成部分做簡單闡述，以便讀者瞭解 RPA 的內部構成。RPA的關鍵技術將會在第 3 章進行講解，包括與 RPA 相關的自動化技術及人工智能技術。基於以上提到的技術，亞信科技推出自研的 RPA 產品—AISWare AIRPA，作為例子，本章將簡單介紹AIRPA 的設計要點、功能構成。第 4 章從理論與實踐層面介紹 RPA 卓越中心的概念以及企業如何搭建 RPA 卓越中心，幫助企業的決策者瞭解卓越中心。第 5 章從需求規劃、設計開發、測試驗證、部署運營 4 個層面詳細闡述 RPA 項目如何落地與管理。第 6 ～ 10 章介紹 RPA 在各行各業的實戰案例與應用場景，涉及電信行業、金融行業、政務行業、零售行業以及衛健行業，為處在數字化轉型階段的企業提供參考依據。第 11 章匯總當前 RPA 技術存在的應用挑戰，並分析 RPA 未來的發展趨勢，使讀者對 RPA 有著更深遠的認識。 本書的讀者對象包括所有 RPA 廠商的從業人員，RPA 產品廣大的甲方客戶，RPA 領域的咨詢、顧問、投資人及其他對 RPA 感興趣的讀者。

第 1 章 全面認識 RPA ······································································1 

1.1 流程自動化的產生背景·································································· 1 

1.2 RPA 的定義 ················································································ 4 

1.3 RPA 的發展歷程 ·········································································· 8 

1.3.1 桌面自動化 ·················································································· 9 

1.3.2 機器人流程自動化 ········································································· 9 

1.3.3 機器人流程智能化 ········································································10 

1.3.4 機器人流程自主化 ········································································11 

1.4 RPA 的應用價值 ·········································································12 

1.4.1 提升企業工作效率 ········································································12 

1.4.2 降低成本 ····················································································13 

1.4.3 提升流程的準確性和合規性 ····························································14 

1.4.4 數據業務串聯 ··············································································14 

1.4.5 快速見效 ····················································································15 

1.4.6 註智賦能 ····················································································15 

1.5 RPA 的行業現狀 ·········································································16 

1.5.1 RPA 典型玩家 ··············································································17 

1.5.2 RPA 典型場景 ··············································································21 

1.5.3 RPA 典型商務模式 ········································································24 

1.5.4 RPA 典型生態運營 ········································································25 

第 2 章 企業級 RPA 平臺的構成 ······················································· 26 

2.1 企業級 RPA 平臺架構 ··································································26 

2.2 開發工具···················································································27 

2.2.1 開發工具定位 ··············································································27 

2.2.2 開發工具需具備的能力 ··································································29 

2.2.3 組成部分 ····················································································31 

2.3 控制中心···················································································32 

2.4 執行器 ······················································································34 

2.4.1 執行器的評判標準 ········································································34 

2.4.2 執行器的技術能力 ········································································35 

第 3 章 RPA 的關鍵技術 ································································· 37 

3.1 界面元素定位技術·······································································40 

3.2 界面自動化技術··········································································44 

3.3 流程引擎技術·············································································49 

3.4 規模調度技術·············································································52 

3.5 通用定時計劃技術·······································································55 

3.6 人工智能技術·············································································60 

3.6.1 光學字符識別 ··············································································62 

3.6.2 自然語言處理 ··············································································66 

3.6.3 語音識別 ····················································································75 

3.6.4 電腦視覺 ·················································································82 

3.7 亞信科技 AIRPA 產品 ··································································88 

3.7.1 產品總體架構 ··············································································88 

3.7.2 機器人設計器 ··············································································89 

3.7.3 機器人管家 ·················································································96 

3.7.4 機器人執行引擎 ········································································· 102 

3.7.5 機器人智能服務 ········································································· 104 

3.7.6 任務挖掘 ·················································································· 106 

3.7.7 流程挖掘 ·················································································· 114 

3.7.8 自動化雲 ·················································································· 120 

第 4 章 RPA 卓越中心的構建 ························································· 125 

4.1 RPA 卓越中心的基本概念 ··························································· 126 

4.1.1 什麽是 RPA 卓越中心 ·································································· 126 

4.1.2 RPA 卓越中心的應用價值 ····························································· 127 

4.2 RPA 卓越中心的職能 ································································· 129 

4.2.1 治理中心 ·················································································· 130 

4.2.2 技術中心 ·················································································· 131 

4.2.3 交付中心 ·················································································· 132 

4.2.4 推廣中心 ·················································································· 132 

4.3 RPA 卓越中心的組織結構 ··························································· 133 

4.3.1 聯邦式 ····················································································· 133 

4.3.2 中心式 ····················································································· 134 

4.3.3 混合式 ····················································································· 136 

4.4 RPA 卓越中心的角色構成及職能劃分 ············································ 137 

4.5 RPA 卓越中心的工作流程 ··························································· 140 

4.5.1 RPA 實施流程 ············································································ 140 

4.5.2 RPA 運營推廣 ············································································ 151 

4.5.3 RPA 卓越中心效果評定 ································································ 152 

4.6 RPA 卓越中心的構建及運營實踐 ·················································· 152 

4.6.1 RPA 卓越中心的構建思路 ····························································· 153 

4.6.2 RPA 卓越中心的實踐要點 ····························································· 155 

第 5 章 RPA 實施過程 ·································································· 157 

5.1 需求規劃················································································· 158 

5.1.1 場景識別 ·················································································· 158 

5.1.2 流程梳理 ·················································································· 160 

5.1.3 方案制訂 ·················································································· 166 

5.1.4 需求變更 ·················································································· 170 

5.2 設計開發················································································· 171 

5.2.1 流程設計 ·················································································· 172 

5.2.2 流程開發 ·················································································· 172 

5.2.3 版本控制 ·················································································· 175 

5.3 測試驗證················································································· 175 

5.3.1 單元測試 ·················································································· 176 

5.3.2 用戶測試 ·················································································· 176 

5.3.3 試運行 ····················································································· 177 

5.3.4 上線評估 ·················································································· 178 

5.4 部署運營················································································· 178 

5.4.1 部署運行 ·················································································· 178 

5.4.2 整理歸檔 ·················································································· 180 

5.4.3 運維監控 ·················································································· 181 

5.4.4 運營推廣 ·················································································· 183 

第 6 章 RPA 在電信行業的應用 ······················································ 188 

6.1 行業背景················································································· 188 

6.2 場景需求················································································· 189 

6.3 應用案例················································································· 195 

6.3.1 電信 B 域案例 ············································································ 196 

6.3.2 電信 O 域案例 ············································································ 200 

6.3.3 電信 M 域案例 ··········································································· 203 

第 7 章 RPA 在金融行業的應用 ······················································ 208 

7.1 行業背景················································································· 208 

7.2 場景需求················································································· 210 

7.2.1 銀行領域場景需求 ······································································ 211 

7.2.2 證券行業場景需求 ······································································ 213 

7.2.3 保險行業場景需求 ······································································ 214 

7.3 應用案例················································································· 215 

7.3.1 案例：證券公司財務機器人 ·························································· 216 

7.3.2 案例：工商銀行落地實踐 ····························································· 220 

第 8 章 RPA 在政務行業的應用 ······················································ 225 

8.1 行業背景················································································· 225 

8.2 場景需求················································································· 227 

8.3 應用案例················································································· 229 

8.3.1 案例：“RPA+AI”“一網通辦” ··················································· 229 

8.3.2 案例：數字社工 ········································································· 233 

8.3.3 案例：12345 坐席助手 + 智能派單 ·················································· 235 

8.3.4 案例：稅務管理自動化 ································································ 236 

第 9 章 RPA 在零售行業的應用 ······················································ 239 

9.1 行業背景················································································· 239 

9.2 場景需求················································································· 240 

9.3 應用案例················································································· 241 

9.3.1 案例：產品上新 ········································································· 242 

9.3.2 案例：退換貨處理 ······································································ 243 

第 10 章 RPA 在衛健行業內的應用 ················································· 245 

10.1 行業背景 ··············································································· 245 

10.2 場景需求 ··············································································· 246 

10.3 應用案例 ··············································································· 247 

10.3.1 案例：外來人口流調 ·································································· 247 

10.3.2 案例：住戶體溫數據採集 ···························································· 249 

第 11 章 RPA 的挑戰及未來趨勢 ···················································· 252 

11.1 RPA 的應用挑戰 ······································································ 252 

11.1.1 行業標準體系尚未完善 ······························································· 252 

11.1.2 產品使用門檻仍然存在 ······························································· 253 

11.1.3 RPA 技術本身的脆弱性 ······························································· 254 

11.1.4 用戶缺乏企業級的 RPA 戰略 ························································ 254 

11.2 未來發展趨勢 ········································································· 255 

11.2.1 RPAaaS ··················································································· 255 

11.2.2 超自動化 ················································································· 256 

11.2.3 流程挖掘 ················································································· 257 

11.2.4 RPA 卓越中心 ··········································································· 258 

11.2.5 助力構建元宇宙 ········································································ 259 

11.3 結語 ····················································································· 260