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AI-Powerd Digital Process Automation: Need of the Hour
AI-Powerd Digital Process Automation: Need of the Hour

April 22, 2022

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The findings of International Data Corporation reveal, 40% of all digital transformation in the near future  will be AI-driven. For example, half of all new mobile apps will have ‘voice’ as their primary interface for the users, and 30% of website browsing will be done by the users with the help of Augmented Reality (AR).

All industries and businesses have started to realise that AI, automation and machine learning (ML) bring huge benefits and with time, as AI gets integrated more into our work processes, more of its uses will come to light. 

By automating tasks and processes with AI incorporated, businesses and companies will be able to free up and better use human capital for other challenging and creative aspects. 

A few essences of digital process automation are:

·   De-humanising routine and repetitive tasks

·   Automating customer management

·   Reminders and notifications triggers

·   Process transparency, ease and collaborative atmosphere creation

·   Fast user response, improved user experience and adaptation

 

AI and ML will be the forerunners to push organisations through the digital transformation by changing the ways of doing office or business work and taking business decisions. 

Business giants like Google, Amazon, Facebook, Microsoft among others are investing millions in the development of AI-enabled services. ‘Duplex’ a Google Assistant for example, uses AI to make restaurant reservations, call a hairdresser or local businesses on your behalf. 

In fact, Inside Big Data predicts that for the next decade, the amount of data we will produce would double every two years. This will help AI systems process, learn and come up with more accurate predictions and decisions for a business.

Integration of AI with digital process automation brings what is known as “intelligent process automation”. Such a combination automatically forecasts and recommends the best available steps both for employees of an organisation and customers resulting in intelligent and fruitful decision making. 

Because AI can far better recognise the patterns in data than humans and learn from past incidents to suggest improved choices for the future within the shortest possible time, AI-driven digital process automation, therefore, is a powerful and innovative game-changer for any business.

It gives powerful digital involvement and engagement to customers on web or mobile medium, offering quick and frictionless experiences. Many businesses use their customer “satisfaction” data to benchmark the key performance indicators (KPIs) of their digital process automation initiative.

Scope of digital process automation

All processes involving data collection and compilation (a form filling or automatic data extraction from a system), activity tracking (chasing any process from start to finish and keeping a log of everything that happens in between), information/data flow (moving data between systems or humans), triggers (initiating an activity either by humans or machines, say a customer-request or an event in a CRM system) can be automated digitally.

Merits of AI integrated Digital Process Automation

Splendid customer experience 

With the integration of AI with digital process automation, a business can build sophisticated and intuitive customer experiences with seamless data flow across channels providing insights and information required for the business's success. A business may have the best product, service or website, but everything will fall flat unless the customers are happy.

Cost reduction

Increased efficiency and improved customer satisfaction reduce operational costs though this comes as a secondary benefit. With that, a business can often pass on the benefit to the customers, resulting in more happy customers with transparency and faster output. 

Human talent for a better purpose

The decision-makers can focus on better business decisions as they get an error-free, faster and better insight. At the same time, employees are freed up from routine or mundane work, which can be better handled by automation while they can be engaged in more creative, innovative and productive work. For example, an employee, instead of remaining occupied in onboarding a customer, can invest the time in innovating ways to improve the journey and implement them. 

Better collaboration

The IT and other business teams can better collaborate, develop, curate and share processes aligned to the business goals giving rise to a more agile organisation. The developers can come up with easy-to-use interfaces for the customers at all touchpoints and, ‌connect them to the business-wide processes. No fear of discarding legacy systems.

A common fear acting as a roadblock against attaining digital automation is the fear and the pain of replacing legacy technologies. However, the beauty of digital process automation lies in the fact that it can wrap legacy systems with a process-centric application layer, giving the needed agility required for improved customer experience—everything without replacing old technologies.

The right time to go for AI-powered digital process automation?

Companies, with digital transformation, become more customer-centric, responsive, collaborative, transparent and cost-effective. Since we live in a digital age, a faster adoption of newer technologies becomes crucial for any business.

With all its benefits, the digital transformation makes it possible for a business to take more calculated risks with product innovation or renovation. For example, if a business sees good success with the launch of a new product or service, then it can quickly upscale to increase the revenue. Likewise, if a product is unsuccessful, it can be recalled immediately without incurring further losses. Since AI-driven digital process automation is the latest way of doing a successful business in the technology-driven world, the sooner companies can plunge into it, the better.


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Dr. Vikram Kumar

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