Intelligent Automation (IA) has emerged as a transformative force in business processes. It seamlessly blends the capabilities of Artificial Intelligence (AI) and automation technologies. This dynamic duo allows organizations to simplify work across various domains, from customer service to finance and beyond.
In this guide, we’ll explore what is an example of an intelligent automation solution that makes use of artificial intelligence. Additionally, we’ll examine the advantages, and disadvantages, along with the difference between RPA and IA.
What is Intelligent Automation?
The term “intelligent automation” describes how automation technologies and artificial intelligence (AI) are combined to improve and streamline commercial operations. It includes a variety of solutions that carry out activities intelligently by using automation technologies, AI algorithms, and machine learning. It increases efficiency and reduces manual efforts.
In short, IA eliminates the need for human intervention in business tasks. Those works were previously done by hand, by using cognitive technologies like computer vision, natural language processing, and machine learning. Its adaptable application spans diverse business domains, including customer service, finance, human resources, and supply chain management.
Advantages of Intelligent Automation
Intelligent Automation brings a lot of advantages to businesses:
1. Supercharging Efficiency: IA acts as a reliable assistant, handling repetitive tasks and allowing human workers to focus on more vital aspects of their roles. It boosts overall productivity.
2. Accuracy at its Peak: AI algorithms minimize errors in data processing. Ultimately, it proves invaluable in industries where accuracy is crucial.
3. Strategic Cost-effectiveness: Automation of routine tasks leads to workforce optimization and strategic cost savings, allowing judicious resource allocation.
4. Increased Scalability: IA enables flexible scalability, adapting operations efficiently to handle fluctuations in business demands.
5. Improved Customer Experience: AI-driven solutions offer personalized and efficient customer experiences, promoting long-term customer loyalty.
Disadvantages of Intelligent Automation
While the benefits of Intelligent Automation are evident, there are considerations to keep in mind:
1. Initial Investment: Setting up IA involves an initial financial investment, but long-term benefits often overshadow upfront costs.
2. Job Landscape Dynamics: Concerns about job displacement are valid, but historical patterns suggest that roles evolve. It requires a shift in skill sets rather than resulting in job loss.
3. Technical Challenges: Implementation and maintenance of IA systems may pose technical challenges, requiring ongoing support and expertise.
4. Complex Implementation: Integrating IA systems can be intricate and may cause disruptions, necessitating specialized expertise.
5. Dependency on Technical Infrastructure: Organizations heavily reliant on IA become vulnerable to disruptions in technical infrastructure, impacting operations.
What is An Example of an Intelligent Automation Solution That Makes Use of Artificial Intelligence?
1. Intelligent Capture
At the core of intelligent automation lies the linchpin of intelligent capture. This solution not only captures data, even unstructured data like handwriting but also comprehends and classifies it. By classifying, extracting, and validating incoming information, intelligent capture accelerates processes, cuts costs, reduces the risk of errors, and facilitates a “paperless” workplace.
A notable use case involves a leading less-than-truckload carrier, which increased its document processing speed from 400 to 2,000 documents per hour using intelligent capture.
2. Intelligent Process Automation (IPA)
For structured processes that can be mapped on a flowchart, intelligent process automation steps in to optimize tasks intelligently. From routing documents for approval to retrieving contextual information automatically, IPA enhances efficiency, automates rule-based tasks, and intelligently balances workloads.
A financial institution in Vienna streamlined its client onboarding process by integrating a content services platform with intelligent process automation.
3. Robotic Process Automation (RPA)
RPA, a crucial element in IA, introduces “bots” to the digital workforce. These bots handle repetitive, high-volume data processes, freeing human workers for more valuable tasks. RPA analyzes processes with precision, automatically documents process steps and allows for quick and easy bot creation.
From administrative tasks to customer service and accounting, RPA finds versatile applications.
4. Customer Communication Management (CCM)
Enhancing customer and employee experiences, CCM categorizes, tags, and summarizes content for easier consumption. Automated CCM systems create and distribute personalized correspondence, intelligently routing communications to the right recipients.
A case study involving the Department of Labor and Industry highlights the efficiency gains achieved through an automated CCM solution.
5. Automated Retention and Destruction of Documents
Industries like healthcare, HR, banking, and insurance benefit from automated retention and destruction of documents to stay compliant. This solution automates retention tasks, provides audit trails, applies updated retention regulations, and ensures compliance across the system.
A popular chain of convenience stores optimized document retention in HR, enhancing efficiency for its extensive employee base.
AI-Powered Chatbots: A Sign of Intelligent Automation
Another, stellar example of Intelligent Automation in action is the use of AI-powered chatbots for customer service. These bots, armed with Natural Language Processing (NLP), outperform traditional automation by not just executing tasks but also understanding and responding to user queries with amazing accuracy. The integration of AI allows these chatbots to grasp intricate language specifics. It offers users a smart and efficient interaction.
What sets these chatbots apart is their capacity for continuous learning. Through ongoing interactions, they adapt to user preferences. They evolve into personalized and intelligent support systems. This application illustrates the depth of Intelligent Automation, where AI enhances automated processes to comprehend, learn, and improve user experiences through ongoing interactions.
Difference: RPA vs Intelligent Automation
RPA, or robotic process automation, mirrors human tasks through a digital workforce. It effortlessly executes repetitive processes with boosted efficiency and minimal errors. Human intervention is eliminated when trained digital counterparts navigate workflows on their own. However, RPA, on its own, lacks human intelligence. It opens the door for the development of intelligent automation (IA). IA integrates technologies, including RPA, surpassing mere replication by understanding, inferring, and drawing conclusions from data.
In this evolution, AI is essential. While AI functions as a standalone tool handling specific business issues, IA emerges as a cooperative group composing a symphony to answer major concerns. Think of AI as a versatile instrument, and IA as the harmonious orchestra. The alliance of AI with RPA births intelligent automation.
Conclusion
Intelligent Automation, combined with Artificial Intelligence, forms a powerful alliance in the business processes domain. While the example of AI-powered chatbots underlines its positive contributions, it’s crucial to acknowledge potential challenges. As technology advances, adopting Intelligent Automation is not just a strategic choice but increasingly a necessity for businesses aiming to thrive in the digital era.
This exploration acts as a guide, highlighting the positive impact of Intelligent Automation while shedding light on considerations for its implementation.