We did see ROI because the whole point of implementing RPA is to achieve a return on investment. In the first year, the investment in NICE Robotics is intended for ROI. So if we implement the code properly, it will result in ROI. However, we would require support from NICE Robotics Automation team to properly implement the code.

The ROI we witnessed was very fast.

In terms of scaling and increasing the impact of automation, our center of excellence has been around for 11 months now. Our target for the year was a saving of £2 million and we've just hit £2.4 million. That's given us just over a two-to-one return on investment. By using that feature-based build that I mentioned earlier, where we take those component parts for login and logout, or copy and paste from this spreadsheet to that one, we are forecasting a five-to-one return on investment within the next 24 months.

We use a range of metrics for ROI. The team is a fixed cost, the centers of excellence are fixed costs. But we claim benefits in a variety of ways, such as the more traditional things like FTE savings, margin increases, cost avoidance, avoidance of brand damage, and risk-avoidance. Those are among the metrics that we use to build up that entire ROI. We see ROI on all those metrics.

In terms of return on investment for us, there has been a massive amount within our quality measurements: the quality of our customer's experience, that handling time. We're able to answer more calls, so more of our customers are getting through to us. That is a return on investment.