The first part of this passage begins by stating how “intelligent automation” has taken its place as the next generation of automation. Unlike traditional automation that only followed pre-set instructions, intelligent automation includes technologies such as artificial intelligence (AI), machine learning and process analytics to allow for continuous learning and decision making based upon the information it collects. The introduction of intelligent automation is helping companies improve operational efficiency and productivity in numerous industries including; retail, logistics, finance and customer service.
Companies are utilizing intelligent automation to decrease the amount of time spent completing repetitive tasks, to reduce the amount of errors made, and to increase the speed of execution. Additionally, intelligent automation allows employees to spend their time completing tasks that have greater value to the organization such as problem solving, providing customers with exceptional experiences, and strategic planning. The end result of the utilization of intelligent automation is increased speed of operations, increased consistency of operations, and increased control of the company’s operations.
1. Automating Routine Tasks Results in Faster Execution Times and Reduced Error Rates
Most of the daily tasks within a company are repetitive and follow a standard set of procedures. Once these tasks are automated, they are completed much faster than they were manually and with less chance of being incorrect. As a result, the length of time required to complete a task decreases, the number of errors produced decreases, and the overall flow of production is maintained. Intelligent automation is able to provide a further level of quality assurance and error reduction due to the ability of the system to review the quality of the output created.
Routine processes that can be improved through automation:
- Automated invoicing
- Automated order processing
- Automated shipping updates
- Automated employee onboarding workflows
- Automated compliance checklists and reminders
Automating routine processes is an effective method for increasing the amount of time available to employees and reducing the amount of friction experienced by employees during their daily workflow.
2. Artificial Intelligence Helps Identify Operational Issues Before They Cause Problems
Operational failures typically cost companies money because they occur at the last moment and do not allow for the necessary action to prevent or mitigate damage. Intelligent systems can continuously monitor large amounts of data and identify potential problems before they create issues for the company. This provides companies with the opportunity to address the issue prior to it becoming a significant operational failure.
Early detection of issues can help companies maintain a level of control of their operations and provide them with the ability to manage their supply chain, manufacturing, cyber security, and customer support in a more efficient manner. Reducing downtime and improving the reliability of services provided to customers is critical to maintaining a competitive advantage and creating long-term success for companies.
Some examples of predictive improvements include:
- Predictive forecasting of stock shortages based on historical trends
- Detection of equipment wear from sensor data
- Identification of suspicious transactions in financial institutions
- Identification of emerging complaint patterns in customer service and support organizations
By detecting operational failures and addressing them in a timely and proactive manner, companies are able to improve the control of their operations and react to changes in a more proactive manner rather than simply reacting to failures.
3. Smarter Workflows Improve Communication and Handoff Between Departments
Operational efficiency is dependent on the communication and handoff between departments and teams. However, when work is transferred from one department to another, there are opportunities for delays and miscommunication to occur. Intelligent automation is able to connect different systems, route tasks properly, and keep all parties informed and coordinated.
Additionally, smart workflows can be adjusted dynamically based on certain conditions. For example, if a case is identified as an emergency case, it may be routed to a specific team for immediate attention. Conversely, a complex case may be routed to a specialist who is able to assist the customer in resolving their issue.
Smart workflows improve coordination between departments and teams by:
- Routing tasks to team members based on established rules and workload
- Triggering notifications to team members when a deadline is approaching or at risk of missing
- Providing a centralized view of the status of the workflow
- Automatically updating the status of multiple systems and tools
Smarter workflows reduce bottlenecks and allow teams to execute with more clarity around responsibilities and expectations.
4. Improved Measuring Creates Ongoing Improvement
As a general rule, what can be measured can be improved. Intelligent automation makes operations more transparent by providing data on time, errors, cost and outcomes. Data collected through intelligent automation provides leadership with a means to measure areas where the workflow slows down or quality drops.
Rather than guessing at how to improve, teams can improve their workflows based on actual performance data. With each iteration of improvement, the workflow becomes simpler, faster, and more reliable.
Metrics that are commonly used to measure operational performance include:
- Average time per task and average time per case
- Error rates and rework levels
- Cost per transaction
- Service Level Agreement (SLA) performance and customer impact
With clear metrics in place, automation becomes a tool for continuous operational improvement.
Conclusion
Intelligent automation is changing the way companies achieve operational efficiency by automating routine work, reducing errors and improving control of the workflow. Intelligent automation is able to predict problems before they arise, improve collaboration and communication between departments through smarter workflows, and provide insight into how well the operation is running through the collection of data and analytics. The result of intelligent automation is more consistent operations, reduced operating expenses and faster execution times without requiring additional staff. Companies that utilize intelligent automation while having clear objectives and strong governance will establish operations that are more scalable, more adaptable, and easier to continually improve over time.