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The power of intelligent automation

Is your business ready to realize the potential of automation and AI?

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For years, organizations have been taking steps toward an automated future in which human workers no longer need to spend time on repetitive, time-consuming tasks. For businesses, the power of automation lies in its promise – fewer errors, faster operations, and improved customer experiences. It's a promise that's steadily being realized.

First, by adopting robotic process automation (RPA), organizations have been able to automate high-volume, rule-based tasks. RPA represents the starting point of the automation journey for most businesses.

The next stage is intelligent automation. Although RPA is powerful for automating routine steps, intelligent automation can automate entire end-to-end processes, combining automation with data insights to replicate human thinking and processing at scale. Organizations that combine RPA with artificial intelligence (AI), dynamic workflows, and analytics are realizing the greater value of intelligent automation.

The great expectations of intelligent automation

To realize intelligent automation, organizations must lead with a process-first approach to create positive employee experiences and seamless workflows across the enterprise. This starts with having in-depth process knowledge and industry expertise to identify what to automate and why.

One way to identify the processes most primed for intelligent automation is to create a visual representation of a process followed to complete a given task. This offers a consolidated view of the end-to-end processes across multiple touchpoints and disparate systems. They also flag what is and isn't working to make it easier to identify opportunities for improvement and automation. You can then monitor process performance to find inefficiencies and bottlenecks that hinder employee and customer experience.

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You can combine this information with predictive analytics to see how a process will work in the future if you make changes. It's then possible to devise a clear strategy to identify and prioritize the right processes to automate, as well as the necessary combination of digital technologies such as RPA bots, conversational AI, and machine learning. RPA is most effective for automating rule-based tasks. Conversational AI is good for handling interactions. Machine learning can come in handy for when you need more cognitive thinking. With machine learning, you have AI models that can read, interpret, and make suggestions from structured and unstructured data – plus grow smarter and more adaptive over time.

The right combination of these technologies boosts productivity and growth, and helps employees serve customers faster at lower operational costs. Machines can do more of the thinking, oversee simple customer interactions, and deliver insights on demand so that your most valuable employees can make more informed business decisions. The result is a collaborative, hybrid workforce, with intelligent automation and humans working in tandem to deliver more value to the business and its customers.

But don't forget: orchestration is essential to unlocking the power of intelligent automation. Using dynamic workflows, orchestration integrates your human workers, RPA bots, intelligent machines, and cognitive systems at every stage. It stitches everything together with a seamless thread. Importantly, governance and continued monitoring of your digital workforce helps to ensure compliance and track KPIs, allowing you to fine-tune processes and protect your ROI. Ultimately, with intelligent automation, you're on your way to true digital transformation at scale.

See intelligent automation in action

Genpact delivered intelligent automation at scale for one of the world's largest and most innovative aerospace manufacturers. The firm sought to use RPA to drive down costs, improve quality, enhance overall productivity, and enrich user experience.

After assessing the firm's processes and digital tools, Genpact designed and activated a center of excellence and an RPA pilot program, and prioritized processes for automation, helping them reach productivity savings of 30-50%. With a five-year plan to expand automation throughout the entire enterprise, the company expects to automate around 200,000 hours of work and achieve $200 million in savings.

Genpact also helped a global food and beverage powerhouse transform its high-volume, labor intensive, and error-prone manual business processes by creating a global digital workforce. Before, the company's global business service (GBS) group had 40 full-time employees processing 50,000 invoices per month, with 12 employees responding to queries through a vendor help desk. The result was vendor dissatisfaction due to slow response times, constant rework, and poor compliance.

When reviewing its procure-to-pay operations, several tasks were prime for automation. A further review of 344 business processes created an intelligent automation roadmap, and RPA alone has delivered a 25-40% reduction in cost per transaction with 35% fewer exception cases, and help desk ticket response time has also improved by 60%.

Accelerate your intelligent automation journey

Although the technologies involved in intelligent automation are powerful, they don't deliver results without orientation, rationalization, and context with respect to your business and industry. This is why industry expertise is vital.

It's this combination of industry and digital expertise that has led to the creation of pretrained AI accelerators. These are modular building blocks that allow businesses to quickly and easily add AI to automate common yet critical tasks. For instance, pretrained data ingestion models for data extraction, cleaning, and normalization prepare raw data for use with AI. RPA task and chat bots and decision-making models also use machine learning for forecasting, reconciliations, anomaly detection, and reporting.

Using pretrained AI accelerators, you can assemble multiple components and automate end-to-end processes. They present an innovative way to accelerate the journey to digital transformation so that you can realize the power of intelligent automation sooner. Then, you're truly able to make use of a new digital workforce for process efficiency, productivity gains, and exponential growth.

Visit our robotic process automation page for more advice on intelligent automation

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