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Intelligent Automation
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
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.
Software robots (bots) that can mimic a human worker. RPA bots can communicate with multiple systems, manipulate data, trigger responses and complete rule-based tasks in a workflow.
Labor-intensive repetitive activities that need significant amount of data processing benefit through RPA, which generates quick returns without the need to change existing systems.
Extracts text characters from a digital file, enabling scanned documents to become text-searchable. It is format-agnostic and provides high flexibility and intelligence, which brings it closer to human-like recognition.
Smart OCR allows users to quickly automate data capture from unstructured data formats/inputs and maintain the high level of accuracy required, acting as a critical piece in the puzzle of end-to-end automation.
Simulating human like conversations with users, both internal and external via text-based (chatbots) or voice (voicebots) assistants to create personalised user experience and automate conversations at scale.
Conversational AI leverages natural language technologies to engage in dialogues with users to capture context, identify intention and provide intelligent responses.
Bridging the gap between Traditional and Intelligent Enterprise
Scale@Speed
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.
Key Considerations
Strategy
Why are we doing this and what are the benefits?
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
Organisation and People
How do we organise the future workforce and enable our people and bots to deliver our services efficiently?
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
Process and Frameworks
How do we set up and execute our work?
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.
Governance, Risk & Control
How do we make, sponsor and enforce great decisions while minimizing risk?
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
How do we measure success of the Intelligent Automation programme?
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.
Technology
How do we leverage technology to support our Intelligent Automation journey?
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.
Thought Leadership
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