Solution Overview

Genpact Intelligent Automation Index: Quantify, plan, and realize strategic outcomes from intelligent automation

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Digital transformation  is at the heart of many organizations' corporate strategies. As rapidly  evolving technologies are disrupting entire industries, business leaders need to consider both short-term automation success from robotic process automation (RPA) and longer-term gains from intelligent automation.


RPA can deliver significant ROI if approached with systematic planning. Used standalone, RPA offers greater accuracy, higher volume handling, faster processing for manual, deterministic, and repetitive processes, such as invoice processing, data reconciliation, and journal entry processing. But as RPA evolves and organizations combine it with cognitive solutions, like natural language processing, speech recognition, and machine learning, complex processes can also benefit from intelligent automation that mimics human actions and responses.

As RPA evolves into intelligent automation and artificial intelligence, it will deliver strategic business outcomes while meeting customer needs and enhancing their experiences. Success, however, depends on determining an effective roadmap with the right technology to maximize results.

Business challenges

Many organizations want to leverage the potential of intelligent automation but lack the insights to determine the best way to realize their goals. There are a number of best practices companies can follow:

  • Prioritize use cases: Intelligent automation depends on identifying processes that have the greatest potential to optimize time and effort, such as rule-based processes for RPA
  • Select capable tools and operators: Depending on the nature of the process, there are many technologies to select from. Some processes may only require basic robotics while others may also need machine learning and other cognitive capabilities. Organizations need to understand the applicability, utility, and limitations of each solution
  • Determine realistic ROI expectations: Intelligent automation is still in its infancy and cognitive technologies continue to evolve. As such, it is easy for companies to get caught up in the hype surrounding their capabilities and performance, which leads to initiatives missing their objectives. Organizations can also misjudge how long it takes to realize their automation goals and the effort required to address increasingly complex enterprise processes
  • Define a clear governance structure: Without appropriate governance and planning, organizations may struggle to execute against roadmap priorities, or calibrate deployment and business adoption across stakeholder groups. There are many considerations and preparations to complete ahead of automation, including, standardizing processes, establishing the ability to track performance, managing change, mapping roles and responsibilities, and addressing critical process dimensions for risk, compliance, and security

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Intelligent Automation Index

The Genpact Intelligent Automation Index is an algorithm-based assessment model that objectively quantifies the automation potential of RPA and intelligent automation on business processes using industry and ERP-specific taxonomies. It segregates the potential by automation type – basic robotics, machine learning, and cognitive automation – and offers indicative productivity potential.

The solution's key features include:

  • Automation parameters: Genpact has identified process parameters that significantly influence the potential for intelligent automation. These factors are classified into three groups – confirmatory, exploratory, and informatory – depending on their relationship with the three automation types
  • Process-level assessment: The industry and ERP-specific process taxonomies have five hierarchy levels with level five being the most granular. The index evaluates each level-five task against these parameters to determine the automation potential for each level of process taxonomy. The values calculated can be broken down by process and sub-processes to identify areas of maximum automation and efficiency
  • Reporting: The index also determines indicative efficiency numbers based on the automation potential of the level-five activities, time, effort and other factors relevant to the processes. Users can drill down into the index and efficiency values for more detail at a process and sub-process level. Finally, the detailed reports can be used to prioritize and validate business cases, and act as the basis for the subsequent design and deployment phases of robotic automation (figure 1)

A report by research firm Zinnov positions Genpact in the leadership zone in its Zinnov Zones for Robotic (RA) Automation Services 2017 report, which evaluates service providers on their RA prowess and RA scalability.

Powered by Genpact's Lean DigitalSM approach, the Intelligent Automation Index combines process-centric digital technologies and analytics with design-thinking methodologies, Lean practices, and deep domain expertise. Genpact leverages its team of trained RPA developers and digital-certified consultants with experience from over 750 RPA implementations.

Figure 1: Dashboards allow users to assess the RPA business case

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Intelligent automation lifecycle

Genpact supports the end-to-end solution deployment lifecycle for intelligent automation at the following stages:

  • Assess: Combined with process expertise, the index plays a key role in assessing opportunities to identify and prioritize appropriate processes, and create a roadmap for deploying RPA and intelligent automation
  • Design: Genpact helps to redesign and standardize processes ahead of automation initiatives, with the appropriate controls, best practices, and KPIs
  • Deploy: Genpact's Digital teams codify and test the prioritized processes, and conduct training workshops to help organizations transition into new ways of working
  • Evaluate: Working with business stakeholders, Genpact uses the Intelligent Automation Index to monitor progress against the roadmap, track performance against benchmarks, and identify necessary adjustments
  • Maintain: Managing ongoing governance and maintenance while the organization prepares for the next stages of the roadmap and additional automation deployments

Impact: Optimizing intelligent automation investments

With the Intelligent Automation Index, organizations can cut through the many prioritization decisions to deploy RPA and intelligent automation solutions with well-understood ROI and capability requirements.

Applying basic RPA solutions improves process accuracy, processing time, and productivity. As companies extend their deployments to include advanced cognitive solutions, they are impacting top-line growth, transforming the workplace, and enhancing the customer and user experience.

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