ISG to Release Study on Intelligent Automation for Enterprise Customers

Information Services Group, a leading global technology research and advisory firm, has launched a research study examining the service provider market for intelligent business automation, artificial intelligence for IT operations (AIOps) and conversational artificial intelligence.

The study results will be published in a comprehensive ISG Provider Lens report, called Intelligent Automation – Solutions & Services 2020, scheduled to be released in December. The report will cover a range of intelligent automation solutions, including image recognition, natural language processing (NLP), cognitive reasoning, and conversational AI.

Enterprises worldwide are focusing on building intelligent automation capabilities into their robotic process automation initiatives, and the new report will examine provider capabilities for meeting those demands with proprietary solutions, said Jan Erik Aase, director and global leader, ISG Provider Lens Research.

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“Enterprises have a growing need to keep up with their competition through next-generation technologies,” he said. “Well-orchestrated intelligent automation technologies are enabling enterprises to automate processes once considered un-automatable, and deliver higher productivity, reduced costs, improved data accuracy and enhanced customer experiences.”

Enterprise buyers will be able to use information from the report to evaluate their current vendor relationships, potential new engagements and available offerings, while ISG advisors use the information to recommend providers to the firm’s buy-side clients.

ISG has distributed surveys to more than 70 intelligent automation services and solutions providers. Working in collaboration with ISG’s global advisors, the research team will produce three quadrants representing the services and products the typical enterprise client is buying in the intelligent automation space, based on ISG’s experience working with its clients. The three quadrants that will be covered are:

• Intelligent Business Automation – Proprietary Solutions and Services, analyzing information technology outsourcing and business process outsourcing service providers that offer proprietary automation and AI platforms, solutions and frameworks, along with associated services, to enable enterprises to automate their business activities and augment the capabilities of their workforce. These can be implemented in any facet of an enterprise where repetitive and manual processes are in place, but are primarily used in finance and accounting, human resources, procurement and supply chain functions.

• Artificial Intelligence for IT operations (AIOps), covering IT service providers that offer proprietary AIOps solutions, platforms and frameworks, enable companies with distributed IT infrastructure observability, learn IT behavior under dynamic conditions and orchestrate workflow for automated corrections. AIOps is the ability of an automation-as-a-service solution and framework to intellect the state of company’s multi-cloud IT workload and analyze the data it senses to facilitate automated operation. AIOps also offer real-time, minimal cost solutions that allow companies to detect issues before they can have an adverse effect on business.

• Conversational Artificial Intelligence, including providers that offer conversational AI solutions to facilitate a development environment and an API for automated conversational agents. These solutions integrate with chat interfaces like messaging platforms and social media platforms, allowing for third-party extensions and customization. Conversational AI solutions interact with users through text or voice similar to human interactions. These applications run on programmable commands and AI technologies and are commonly classified as chatbots and virtual assistants. They represent an efficient way to handle communication with users leveraging programmable technologies.

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The report will cover the global intelligent automation market and examine products and services available in the U.S., Germany, the U.K. and the Nordic countries. ISG analysts Amar Changulani, Manoj Chandra Jha, Mrinal Rai and ArulManoj M will serve as authors of the report.

A list of identified providers and vendors and further details on the study are available in this digital brochure. Companies not listed as automation providers can contact ISG and ask to be included in the study.

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