With intelligent automation integrating with AI ML, you can take on more complex tasks.
Embarking on an automation journey is not a new concept. For more than a decade now, automation has proven to advance business outcomes and processes, and companies have more than caught on. According to McKinsey, 66% of businesses in 2020 were piloting solutions to automate at least one business process, up from 57% two years earlier. What began as a set of standardized rules to automate certain processes has grown as businesses have also matured.
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As automation evolves, business leaders and decision-makers everywhere are learning how to get more out of their automation initiatives, upscaling their solutions, and ultimately achieving higher ROI and better business outcomes. One of these key drivers is making automation a more intelligent, dynamic investment.
So, what can intelligent automation do for you that a traditional automation journey cannot?
Drive Business Outcomes
When automation first came onto the scene, its main function was to execute specific rules and processes so that workers no longer had to manually complete routine tasks such as customer service tickets, software updates, and troubleshooting. However, we are now on the precipice of applying these technologies to create more data-rich experiences and operations, freeing staff from monotonous and repetitive tasks so they can focus on creation, collaboration, and empowering business leaders to truly understand areas of opportunity.
With intelligent automation, this journey is taken one step further. Automation tools integrating machine learning (ML) and artificial intelligence (AI) can take on more complex tasks and refine themselves with each iteration, thus improving speed, agility, and efficiency for businesses. Through informed insights derived from sophisticated solutions like AIOps, IT teams can glean more actionable insights for their organizations and use those insights to streamline operations, get ahead of potential challenges, and improve both quality and quantity of outcomes.
Improve Customer & Employee Experiences
Over the past year, companies have increasingly tapped into tools like chatbots and virtual assistants to assist with remote work and customer interactions in a digital-first world. With these increased capabilities, customer and employee expectations continue to grow and evolve to adapt to new digital models of engagement that will last long beyond the pandemic.
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In a recent survey that took a pulse of where businesses sit on the path to becoming Autonomous Digital Enterprises (ADEs), a ‘transcendent customer experience’ was found to be among enterprises’ top business priorities for the next two years. Customers and employees alike want a DIY approach as their first choice in customer service and prefer to communicate with digital solutions. As a result, service teams are now about brand engagement when customers want it, how they want it, and where they want it. By injecting intelligence into the first lines of communication with customers and employees, troubleshooting can happen more quickly, wait times can be reduced, and overall experiences can be dramatically improved.
These experiences, fueled by increased personalization as enabled by data-driven insights, ultimately allow brands to build trust and loyalty in the long term, retaining employees and customers alike. Where the automation of old provided pre-selected feedback and a finite number of prompts, intelligent automation does a better job of meeting customers where they are to solve an ever-growing and increasingly nuanced assortment of queries and concerns.
Advance Beyond Competitors
2020 forced nearly every enterprise worldwide to accelerate its digital transformation efforts, and companies must be digitally competitive to persevere. Automation is no longer a differentiating factor; in fact, the ADE survey found that it’s table stakes. However, by making a shift to a more intelligent approach to automation, businesses are tapping into new areas of opportunity that go beyond automation as it’s been traditionally known.
ML and AI-powered solutions are better able to keep pace with increasing data volumes, identify problems and resolve them before issues arise, and free up workers from mundane tasks so they can dedicate their time to more thoughtful work that drives the business forward.
With a team that is free to innovate and contribute improvements to the organization, leadership teams can pull ahead of competitors and continue to introduce new, meaningful products to the market while their competitors are left behind to troubleshoot issues manually.
The companies that move to incorporate intelligent automation will stand out in the industry, with improved customer and employee retention and business outcomes. It is these factors that underpin all ADEs, and it is ultimately intelligent automation that fuels the agility, customer centricity, and actionable insights inherent to differentiating one’s business within its respective marketplace.
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