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Digital platforms and robotic process automation ( RPA ), once ground-breaking innovations , have become something of a commodity in today ’ s world . However , the development of low code and no code platforms , and the addition of intelligence and Machine Learning have added a new dimension that can potentially revolutionise the way businesses operate . The challenge is that automation is entirely dependent on the underlying processes , and if these are problematic , automation will simply cause poor processes to happen faster . A strategic approach to automation is key in leveraging optimisation and enhanced productivity .
Automation for the right reasons
While business automation is a rapidly maturing technology field , it needs to be deployed appropriately if it is to deliver maximum benefit . It is not invasive technology , and it was never designed to solve crucial business problems or improve processes , and if it is deployed with the intention of fixing data issues then things will inevitably go wrong . If the underlying processes are not optimal and are not delivering what they should , the only thing automation will do is perform the incorrect action faster .
Where automation does shine is in ‘ cookie cutter ’ processes that are fairly standard across organisations , like payroll and invoicing . For example , automation can match purchase order , invoice , and proof of delivery to automatically approve a payment . This can enhance turnaround times from a few weeks to almost immediate , through a zero-touch process that requires no human intervention . This in turn can give the procurement department impetus to negotiate for a discount from suppliers if payment can be guaranteed for the same day as receipt of invoice . The return on investment ( ROI ) on this type of automation can be significant and can be realised fast – if the technology is employed in the right manner .
Enter the world of hyper-automation
The goal of automation is to optimise operational efficiency , to become more productive and efficient while reducing operational cost . This can apply to multiple business processes . We are entering a world where the majority of solutions and platforms available now incorporate some element of automation . These technologies work together and create a hyperautomated environment within the digital workforce .
This changes the role of humans , empowering them while also changing the skill sets required , and can have a profound impact on the way businesses operate . Automation is no longer a business enabler , but a catalyst for the complete transformation of the digital environment . Chat bots are now standard , and voice assistants with natural language processing capabilities are becoming a viable option for people to actually speak to and perform certain activities . An example of this is Google Assistant , which is used by restaurants for making reservations and even taking orders .
Changing the future
While the applications for hyper-automation are currently small things , they can all add up to vastly improved efficiency and enhanced customer experiences . As the technology matures further , we will see increasingly roboticised processes and functions – the drive-thru may one day be entirely operated by automation , and call centres are moving toward being deployed solely in a data centre with no human workers at all .
Sumit Kumar Sharma , Enterprise Architect and Head of Advisory Services , In2IT
Automation can match purchase order , invoice , and proof of delivery to automatically approve a payment . This can enhance turnaround times from a few weeks to almost immediate , through a zero-touch process that requires no human intervention .
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