With the world still reeling under the impact of the pandemic, companies have begun to accept the new normal post-pandemic and incorporate digital transformational strategies. Organizations have adopted this initiative as customers are looking to implement a more digitally agile system and enhanced customer-centric experiences through better and faster automation services.
According to a survey by Deloitte, 85% of the CEOs revealed that their companies had fast-tracked their digital transformation process during the pandemic by developing new business collaborations. However, this sudden transformation is never easy, and embracing smart automation is the way forward. This is where the role of Intelligent Automation solutions comes into play.
Digital transformation puts technology at the core of a business strategy to reinvent the future business model for long-term survival and growth. Through a unified model, this strategy can lower operating expenses and ineffectiveness and alter the overall course of a business landscape. Digital transformation is an elementary change in the way an organization works, interacts, and engages with customers. It is an approach to developing a digital culture and upskilling the employees within a company, as it requires teamwork to bring about change.
Traditional automation is the process of automating repeated tasks with little human intervention by integrating different systems. Traditional automation programs are designed to incorporate user applications with the backend organizational systems to independently operate pre-defined tasks such as Desk booking, user service ticket submissions, and troubleshooting without human labor.
Unfortunately, traditional automation has some limitations while performing critical tasks. As a result, this model of automation can only run tasks as per the accumulated processes, as the traditional automation systems are not intelligent enough to adapt or learn the advanced tasks. Therefore, humans have to frequently invest their time in traditional automation workflows to make the necessary modifications.
Intelligent Automation fills this void by integrating Robotic Process Automation (RPA) with advanced technology solutions like artificial intelligence (AI), optical character recognition (OCR), intelligent character recognition (ICR), analytics, and process mining to create sound business processes that learn and adapt on their own. Thus, IA becomes effective only after RPA has been employed and is part of a long-term digital transformation strategy.
What is digital transformation, and why are businesses undergoing digital transformations?
Digital transformation is the process of using digital technologies to create new or amend the already existing business processes and customer experiences to meet the changing business and market requirements. This reinvention of the business model in the digital age is digital transformation, which goes beyond traditional roles like sales, marketing, and customer service.
According to research, nearly 58% of the consumers are willing to pay more money in return for better customer service. Sensing this opportunity, the companies, in response to the needs and wants of the customers, have laid down strategies to provide the customers’ hassle-free service.
Key drivers for digital transformation through IA
Improved customer experience: Digital transformation, through Intelligent Automation solutions, helps boost the speed and agility of the insights generated, besides providing a transformational customer experience by designing and digitizing customer journeys. Hence, this helps companies earn authority, trust, and respect from their customer.
Actionable data-driven insights: The data unlocked by a company must be utilized to its fullest potential as it is one of its most invaluable assets. Intelligent Automation uses structured and unstructured data to generate highly personalized and appropriate insights that facilitate real-time feedback along with agility.
Insights retrieved by IA are more reliable compared to traditional models as the digital channels offer the necessary numerical explanations by evaluating real-world insights rather than merely qualitative suggestions.
Enhanced cooperation across departments: Regular and crystal-clear communication among various company departments should be the priority, and everyone should be accountable for their defined roles during this transformational journey. In such a cordial atmosphere, a sense of unity among the employees develops, leading to successful transformations. Hence, this ‘work together’ approach makes digital transformation easier and vice-versa, thus leading to a win-win situation for everybody.
Improved agility and digital innovation: Agility is an organization’s ability to improve and develop continuously, which also holds true for digital processes as well. Research suggests that 68% of companies believe agility to be within the top three considerations for digital transformation.
In the wake of uncertainties, firms have been applying technologies to address various hurdles, such as fragmented supply chains and work-from-home mandates. Also, due to the readiness of advanced mobile technologies, cloud, and Intelligent Automation Process solutions, consumers have begun to anticipate better products and services with instant response times. Companies are thus using IA to minimize manual processes so that the staff can focus more on productive tasks.
Although most companies are on a rampage for digitizing their business processes, employees still find themselves involved in tedious and monotonous processes like invoice customer details and responding to basic customer queries through chat. As a result, these unautomated processes have become tougher for the staff to connect with customers, make new products and adjust to the changing business environment.
As intelligent automation automates tedious and time-consuming tasks, it increases efficiency, reduces human errors, and frees up employees to work on other things. Hence, the benefits of eliminating wasteful processes and the associated costs are far-reaching in IA:
Businesses were hit hard by the COVID-19 pandemic. It reminded the world about the significance of resilient, flexible, and end-to-end business processes. Therefore, organizations are leveraging the power of Intelligent Process Automation solutions to cater to the ever-evolving customer needs and forecast the future precisely.