Intelligent Automation

What is Intelligent Automation?

Intelligent automation (IA) refers to the use of automation technologies to drive digital transformation. These technologies include artificial intelligence (AI), business process management (BPM), and robotic process automation (RPA). IA helps simplify processes, free up resources, and improve operational efficiencies, in turn powering business transformation. Use cases vary by industry – from driving innovation to reducing costs and human errors to speeding up processes to addressing compliance requirements.

Intelligent automation solutions and services comprise three critical components. First – Artificial intelligence and machine learning algorithms help analyze structured and unstructured data and create a rule-based engine. Second – workflow automation creates greater agility, accuracy, and consistency across processes. Third – robotic process automation (RPA) streamlines back-office tasks such as data extraction or form filling.

Benefits of Intelligent Automation

Tools like advanced analytics, conversational AI, and AI-powered agent-assist solutions help agents better understand customer sentiment, deliver personalized interactions, and make recommendations best suited to each customer. Similarly, using virtual assistants, businesses can offer 24/7 customer support and guide customers through account inquiries, troubleshooting processes, and so on. All of this frees up human agents to dedicate their time to handling more complex interactions that demand critical thinking and empathy.

Reduced costs, improved productivity, greater ROI: IA solutions augment workforce capabilities, improving scalability, flexibility, and efficiency – all without impacting quality.
Improved accuracy, consistency, and quality: AI platforms are instrumental in driving consistent decision-making across repetitive tasks.
Enhanced customer experience: Accelerated cycle times and higher quality products and services ensure positive customer experiences, creating competitive edge.
Strong compliance: Consistent approach and decision making ensures adherence to all compliance mandates.