Organizations realized the need to adapt to changing technologies with the advent of automation. Most businesses now also understand that recognizing where the technologies can fall short is equally essential. For example, implementing RPA as a point solution might cause technical debt to accumulate. The solution to this and many challenges companies generally face while implementing automation is implementing it to scale.
Automation is almost a miracle worker when implemented as a solution to a company’s business problems, especially when enterprise-wide automation is in place. Combine that with Robotic Process Automation (RPA) and Artificial Intelligence (AI) to fully realize your ideal business processes. This is precisely what Intelligent Automation does.
Intelligent Automation, like its counterparts, is often wrongly reduced to a tool that delivers cost savings. When a company fully exploits the potential of IA, its business processes, employees and customers will experience a transformation. IA indeed makes executing repetitive processes easier as it would require zero to minimum human intervention. But those who make creative decisions in a company will also experience a change in their digital experience.
Customer service will drastically change when IA is involved. It can process customer requests faster and teach how to execute the tasks. IA can extract insights from unstructured data and analyze them, guiding companies and enhancing customer experience.
CAPGEMINI’S INTELLIGENT AUTOMATION PLATFORM (CIAP)
Capgemini’s IA Platform has already successfully implemented and delivered considerably large-scale results. The platform promises insights, industry alignment, agility, availability, and cost reduction to free up funds to invest in change. CIAP drove cost reductions, optimized operations, improved compliance, and increased the efficiency of existing processes for multiple global companies.
CIAP can integrate client service and incident request systems to provide a solution independently or through assisted automation. While this happens, CIAP’s Artificial Intelligence for IT Operations applications can monitor the solutions to perform a detailed analysis. The platform can use these insights to suggest solutions to other incidents further. The process can initiate an automated testing procedure by creating test cases based on new requirements. The final result is automatic support as well as a testing channel that can enhance customer experience and deliver efficiency.
Another case where CIAP saves cost and improves customer experience is the platform solving price discrepancies. The process it follows is to identify if there are any price differences, record the discrepancy, and verify and resolve it.
Intelligent Automation is not limited to any particular task of increasing the efficiency of a process or one task. It can apply to an enterprise as a whole, learn from the solutions implemented, and deliver better and more accurate results. IA can contribute to speeding up processes and analytics that can drive change in an enterprise.