INTELLIGENT AUTOMATION
SC : Businesses are increasingly scaling the use of automation from specific functions to their wider business strategy , with the particular benefits of intelligent automation now a key objective . To enable this , we are seeing many businesses take a step back and place greater focus on the quality of their data and how it informs their foundational framework for intelligent automation . Some of the key capabilities this framework gives businesses include intelligent virtual agents such as bots and chatbots , which can be used for all manner of functions such as customer service , the IT helpdesk and logistics . As businesses become more advanced with intelligent automation , we are seeing their solutions become highly intuitive , whether predicting events and recommending reactive strategies , or automatically resolving queries with no need for human input .
RT : As with many trends in 2021 , intelligent automation is being further driven by the pandemic and the need to fully digitise workflows that can no longer be undertaken by teams in physical offices .
For example , online transactions have increased , as consumers and businesses continue to order more products and services via the Web . Demand for cloud services has risen , in part because of the need to support more ecommerce transactions and homebased workers . More than ever , we need to combine thinking ( AI ) and doing ( RPA ) to complete tasks and support employees working remotely .
As this happens , we will see workers embrace this change and start to demand more of automation – perhaps even becoming citizen developers and building their own intelligent automations . Moreover , these automations will become even more powerful with autonomous automation . To put this another way , we ’ ll see robots managing
robots . They will be unattended – capable of monitoring and handling themselves .
3How has the intelligent automation market been impacted by COVID-19 ? AD : As organisations navigate through uncertain times , intelligent automation has played an increasingly crucial role , helping to make key decisions around everything from stock planning and management right the way through to shipping routes and price points . Ultimately automation has and will continue to help organisations to get ahead of the game : quickly responding to changes in consumer behavior by helping to make intelligent and profitable decisions . Those who don ’ t adopt the technology risk falling behind the competition , especially during unpredictable periods .
MF : This pandemic is a time of unprecedented challenge that affected all of
148 April 2021