Part 6 of the “Intelligent RPA” series about the evolution of robotic process automation and its potential impact on digital transformation
Intelligent process automation (IPA) holds great promise not only for improving operational efficiency but also for closing the “last mile” for customer and employee experience management.
The global economy, where competition is high, rewards the organization that puts greater focus on continuous improvement of customer, product, employee, and brand experiences by enabling shorter ramp-up times, higher productivity, and deeper engagement. Efficiency is the key to healthy bottom lines.
The growing challenge in managing customer and employee experience
Employees in every organization now use more productivity tools than ever. The classic suite of core applications must coexist with intelligent technologies and the digital platform. There are complex processes outside traditional product templates. It is no longer feasible to automate all these processes, tools, and their interactions using only robotic process automation, scripts, macros, or similar techniques for efficiencies or for creating a unique experience for customers and employees. This is where intelligent process automation comes into play.
Multiple core technologies form the foundation of IPA, including machine learning (ML) and advanced analytics, smart workflows, cognitive systems, and natural language generation. They play an important role in optimizing organizational processes and building the foundation for experience management. No technologies have had a greater impact on the market for IPA than artificial intelligence (AI), ML, and the Internet of Things.
These intelligent technologies are boosting classic robotic process automation capabilities for digital transformation using the depth of the ML stack. Given the ongoing proliferation of connected devices, analytics in the cloud, the capability of the intelligent technologies portfolio, and next-generation ML and AI capabilities, IPA is now the top choice to meet the increased demand for automating the workplace to streamline various time-consuming processes.
Optimized organizational processes
An intelligent enterprise strategy allows organizations to rapidly transform data into insight – feeding process automation, innovation, optimization, and experience management. Thanks to advances in automation and cognitive computing, it is now possible to automate processes, including any data at any scale, across platforms and environments, enabling every process, decision, and action to be data-driven.
For instance, smart workflow tools can enable monitoring processes in real-time, drilling down to specific tasks. ML and advanced analytics help identify patterns in data for further automation, monitoring, and insight-driven decision-making. Keep in mind, however, that it is important to choose the right candidates, as only processes meeting a certain set of criteria are suited for IPA.
Intelligent robotic process automation leverages technology for automating business processes or creating a virtual workforce (robot) governed by business logic and structured inputs. This technology can capture and interpret applications for processing a transaction, manipulating data, triggering responses, and communicating with other digital systems. Ready-made content (embedded IPA capabilities) for every automation chain inside or across multiple applications and common surrounding systems enabled by organizations’ ERP systems can create common case studies for companies to easily consume.
Core to user experience and digital transformation is the notion of a technological replacement for a human worker. This is implemented as efficient software that runs as a service, a scheduled task on a virtual machine running in the cloud, or a dynamic trigger-based process using existing business process management, workflow, or messaging systems.
The modern army of intelligent robots in organizations is also a boon to employee experience management. Thanks to robots, employees no longer have to waste time on nerve-wracking, time-consuming manual activities. The result is extra time for tasks that really matter, improved work results, and job satisfaction, adding an extra pinch of value to your employees’ daily hustle.
What distinguishes intelligent process automation
The key differentiator, and the way to find success with IPA, is through deep process knowledge. IPA enables breaking down the silos between the front, middle, and back-office and creates a gateway to broader AI possibilities. This way, information and data flow freely for better insights, decision-making, and response time.
SAP, already a leader in managing organizational transactional data, is in an ideal position to understand IPA’s implications on customer satisfaction, loyalty, and experience. By integrating SAP Leonardo and SAP Qualtrics Core XM with SAP Intelligent Robotic Process Automation, SAP has created a terrific enterprise platform to bridge critical gaps and align the entire organization to driving experience management (XM) using the power of software bots.
For more information, please visit our SAP Intelligent Robotic Process Automation web page.
And please listen to the replay of our “Pathways to the Intelligent Enterprise” Webinar, featuring Phil Carter, chief analyst at IDC, and SAP’s Dan Kearnan and Ginger Gatling.