by Yad Jaura, Product Marketing Manager at Netcall
The nature of automation means that new technologies, ideas and solutions are frequently developed and invented. New words and phrases are banded bandied around, with many similarities and discreet distinctions. A relatively recent buzzword in the business process transformation arena is Intelligent Automation.
Here I explain what is meant by intelligent automation. In doing so, I aim to unravel some of the terms that are intrinsically linked to automation and explain why intelligent automation can be so crucial for organisations in transforming business processes, fast.
So, what is intelligent automation exactly?
Put simply, it is the combination of multiple process automation technologies together into a single platform or solution. Those process automation technologies include low-code, robotic process automation (RPA), built-in workflow, integration platforms and intelligent business process management suites (IBPMS). Using any combination of these to automate business processes qualifies as intelligent automation.
And how is that different from hyper automation?
It’s very similar to be honest; they were created by the technology research analysts. Forrester coined the phrase intelligent automation, while Gartner came up with hyper automation. Essentially, they mean the same thing.
Define RPA and how that is a part of intelligent automation?
The simplest definition is that robotic process automation (RPA) focuses on automating repetitive and rules-based on-screen processes. Intelligent automation does the same job but in addition to using RPA techniques, it incorporates other artificial intelligence (AI) technologies (like machine learning, natural language processing, structured data interaction, intelligent document processing).
RPA when combined with Process as a Service technologies such as low-code can automate interactions with existing systems on a screen. In effect, what the robot is able to do is replicate the actions that a person takes when they are operating various different systems, and do those things automatically.
For example, opening a system, accessing some data, copying it, pasting it to another system, generating a report, emailing that report to someone. This is a process flow. And a robot can be instructed to replicate that exact process flow. It’s especially effective for repetitive and tedious tasks, the robot can take that activity and free your people to work on other more meaningful tasks.
Why is intelligent automation so important?
Releasing your people from the necessary but repetitive or high-volume tasks can open up endless possibilities. It’s extremely potent in a customer experience orientated environment because staff can use that freed-up time on activities that need more cognitive, imaginative and interpretive work and more complicated interactions with customers. It allows robots to perform the menial tasks freeing up people to concentrate on delivering a great experience for customers.
Can you trust a robot?
Yes. You have to select suitable tasks and you have to program it correctly. But you can absolutely trust that the robot will do EXACTLY the same process, with no deviation from what you asked it to do. RPA robots don’t make mistakes or stop for any breaks – for the right type of tasks, they are better suited to the work than humans are.
The analysts also believe that we need to put our trust in automation and software robots. I particularly liked this quote from a webinar we ran with Forrester in 2020:
“Every process within an organisation needs to be automated in software, or else be liable to failure, and the consequences of failure.”
I really like that, because for me, it provides a real-world definition of intelligent automation in practice. Intelligent automation is the automation of business processes at scale. Plus, the quote demonstrates where we are headed – the idea of automating everything in software, so that those processes can be operated from anywhere, at any time. It’s been proven in the last year, with lockdowns and restrictions, because processes are no longer reliant on people being in specific locations, with access to certain paper, machines etc in that location. Intelligent automation is really about process automation at scale, to address these issues.
If the potential is endless… will automation and robots take over everything?
People will always be needed in organisations. You need a human to build an RPA process – a robot can’t think of what is needed to build the set of tasks for another robot. Intelligent automation gives you the best of both worlds. Build faster, reliable processes that are virtually infallible. Use your people for the human interaction side of your business and for the planning, creative and intellectual responsibilities that only a human being has the ingenuity and talent to deliver.
Side by side, people and robots can develop highly competent, successful operations and deliver outstanding CX, every single time.
