- Solution overview
Genpact's approach to intelligent automation
How automation complemented by human expertise and advanced digital technologies delivers exponential business value
Automation is an essential part of any digital transformation strategy. With the goal of removing manual processes, improving productivity, and reducing operational costs, many early adopters of automation used robotic process automation (RPA) to tame high-volume, rules-based processes that once consumed employee time and resources. Today, combining RPA with advanced digital technologies creates something even more powerful – intelligent automation.
Intelligent automation blends RPA with human expertise, process mining, orchestration, and artificial intelligence (AI). It marks an evolutionary step in automation, allowing you to:
As a result, intelligent automation transforms end-to-end operations, improves decision-making, and supports seamless experiences.
At Genpact, we've refined our approach to intelligent automation by working with Fortune Global 500 companies. We're helping them reimagine critical processes and adapt to ever-changing business environments to deliver exponential value.
Intelligent automation requires an integration layer between new solutions and existing data and technology. This system of engagement connects humans to machines and data. This critical layer can manage multiple processes, disparate data, and legacy systems to create a unified user experience.
With this in mind, user experience should be the guiding principle behind automation. That's how you avoid automating for the sake of automating. Instead, you can make changes that help employees do their jobs more effectively and create more efficient and personalized services for customers and partners. When you think about automation through this human-centric lens, you deliver experiences that exceed expectations, inspire loyalty, and increase profits.
Governance is also essential. It ensures that intelligent automation performs as expected, uncovers reasoning behind outcomes, helps build trust in automation among employees, and protects your return on investment (ROI).
The other key components of an intelligent automation engine include:
However, you cannot achieve intelligent automation without a strong data foundation. You need data engineering to source, clean, and prepare data and to ensure that your core business technology services – such as enterprise application services and cloud databases – work in harmony with automation.
When you bring it all together, you'll have created an intelligent automation engine (figure 1).
Thankfully, intelligent automation does not require a complex implementation. Using pretrained AI accelerators – reusable building blocks with relevant process data and business knowledge built in – you can quickly automate common yet critical tasks to realize the benefits of intelligent automation sooner.
Here's how Genpact works with clients to unlock the power of intelligent automation:
Our intelligent automation team includes hundreds of process and technology consultants, as well as thousands of data scientists, RPA and orchestration experts, and data engineers.
Using this expertise, we developed Genpact Cora – our integrated digital business platform that brings people, process, and technology together for intelligent digital operations. A key part of Cora is Cora Orchestration, our dynamic orchestration layer that manages the flow of work across unified end-to-end processes.
Across every industry, Cora can help you streamline and transform critical business functions. We offer a variety of additional solutions including:
Cora is further enhanced further by the capabilities of our best-in-class technology partners, such as Microsoft Azure and Amazon Web Services. We also work with RPA experts including Automation Anywhere, Blue Prism, and UiPath, and process mining experts such as Celonis. And finally, we partner with technology leaders in specific process areas such as finance and accounting, supply chain, and procurement.
Case study
What the company needed: To simplify thousands of complex legacy applications by streamlining and automating the invoicing process to increase productivity.
How we helped: Designed and built an ML system based on natural language processing, smart analytics, RPA, and AI to simplify processes, reduce cycle times, and deliver a better employee experience.
What the company got: Transformed global business services built on a scalable intelligent automation solution. Real-time performance measurements and controls have led to a 70% productivity increase.