Digitisation and Automation continue to be the key business drivers across various sectors and industries globally.
In this era of technology disruption, enterprises are under immense pressure to digitise operations, and they see a future where human work can be equipped and augmented with software robots. While RPA technologies are capable of taking on low-value activities in a quick and efficient manner, the next phase of automation involves leveraging and integrating with other automation technologies/platforms to deliver Intelligent Automation (IA).
Intelligent Automation is the use of software bots with Artificial Intelligence and Machine Learning capabilities to handle manual and repetitive processes efficiently by mimicking user actions. With Intelligent Automation solutions, enterprises can quickly accelerate their automation across both transactional and judgement-intensive activities. IA encompasses integrated RPA capabilities assisted by a wider suite of automation technologies such as Smart Optical Character Recognition (OCR), Natural Language Processing/Generation (NLP/NLG), chatbots and analytics.
Pilots seldom fail but programmes seldom scale!
Automation programmes should be in perfect congruence with organisational strategy to be successful, sustainable and scalable.
PwC’s Intelligent Automation Impact Centre empowers enterprises to Scale@Speed. The IA Impact Centre is backed by differentiated assets and accelerators developed after 20000 man hours of investment by our most experienced practitioners.
Our Operating model handbook, IA delivery playbook, proprietary frameworks and global thought leadership, along with other artefacts, act as a comprehensive guide to run a programme right from strategy through execution.
The vision and mission for an enterprise shape the strategic imperatives.
Intelligent Automation programme needs to be fully aligned to these imperatives to ensure its success and to ensure strategic top-down sponsorship
Automation brings big organisational change. With digital workforce coming in, roles and career paths will inevitably be redefined. To reduce the unease that comes with reorganisation, it is essential to focus on strategic people outcomes rather than tactical technology adoption
Many organisations fall into the trap of making an intuitive decision while determining which processes are to be automated and how, instead of conducting an objective analysis. Identifying right automation opportunities based on holistic assessment criteria and choosing the right framework for the identified processes underpins the success of the programme.
An automation programme creates some unique risks with respect to the organisation’s procedures, controls, technology, privacy, security and regulatory compliance. A robust governance structure to enforce the guidelines, standards, risk-controls, and monitoring is essential for an IA programme to scale without jeopardising interests of key stakeholders.
Performance metrics should reflect how the organisation perceives success. Reducing costs is only a starting point. Employee engagement, customer satisfaction and other business outcomes such as increased accuracy contribute to increasing the return on automation investments.
Selection of the right IA tool into the technology stack of the enterprise is dependent on the process landscape and technology environment. What fits one enterprise may not fit another. Furthermore, selecting the right combination of cognitive technologies can help organisations continually optimise business processes.
Partner and Intelligent Automation Leader, PwC India